Client Care Team Leader (FTC)

On-site in Derby·Full-time·Added yesterday (last checked 13 Oct)

IVC Evidensia

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Overview

Work mode: On-site, Derby
Contract: Full-time
Commute: Cycle to work scheme

Skills

The role

At inspiring vet care, our people are at the heart of everything we do. As the UK's number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.

We are seeking an organised, personable Client Care Team Leader to join our team at Scarsdale Vets on a full-time fixed-term basis for 9 months.

Scarsdale Veterinary Group is a leading veterinary provider in the Midlands, based in Derby. We are committed to delivering exceptional veterinary care for pets, horses, and farm animals, with a focus on outstanding customer service and high-quality care. Our largest practice, Pride Veterinary Centre, is a 24/7 hospital offering both first opinion and referral care across multiple disciplines. We also operate additional veterinary practices in Derby, Nottingham, and Burton upon Trent, along with a dedicated farm and equine practice.

Working Pattern

This is a full-time role working 40 hours per week. Flexible rota between times of 7am-11pm, including weekends and Bank Holidays.

Key Responsibilities

* Lead and manage the Client Care team, ensuring smooth daily operations and the delivery of exceptional client service.

* Act as the primary point of contact for client inquiries, offering support and guidance to ensure their concerns are addressed promptly and professionally.

* Train, mentor, and motivate the Client Care team, ensuring they provide a compassionate and professional experience to all clients.

* Conduct regular performance reviews and provide ongoing support for team development.

* Work closely with the practice management and clinical teams to ensure the smooth running of appointments, communications, and administrative workflows.

* Oversee the handling of client queries, scheduling, and communications to ensure efficient operations.

* Resolve escalated client issues and complaints in a professional and empathetic manner.

* Work with the Head Client Care advisors to monitor and report on key performance indicators (KPIs) related to client care, identifying opportunities for improvement.

* Ensure client care protocols are followed, and that the highest standard of client service is maintained throughout all interactions.

You Might Be a Great Fit If...

You are a friendly, organised and customer-focused individual who enjoys working as part of a team. You'll bring:

* Excellent communication skills and a professional, welcoming manner

* Experience in a customer-facing role, with a strong focus on service and attention to detail

* The ability to manage multiple tasks effectively in a busy environment

* A collaborative approach and willingness to support colleagues

* A proactive attitude, with openness to feedback and learning

How We'll Support You

At inspiring vet care, we're committed to supporting your development and wellbeing from the very start of your career. When you join us, you'll benefit from:

* A key client-facing role within a supportive and collaborative practice team

* Clear career pathways with progression opportunities within client care and practice leadership roles

* Ongoing learning and development supported by experienced colleagues and practice teams

* A values-led culture focused on care, community and continuous improvement

What We Offer Our Team

* 6.6 weeks' annual leave plus your birthday off

* Increasing holiday allowance based on length of service

* Enhanced family-friendly policies, including maternity, paternity, adoption, shared parental and surrogacy pay

* Employee wellbeing initiatives including Healthcare Cash Plan and Cycle to Work salary sacrifice schemes, subject to eligibility criteria

* Learning and development opportunities via the inspiring vet care Academy

* Pension scheme

* Discounted veterinary care

* Voluntary benefits including Green Cars salary sacrifice scheme and access to discounts and cashback with hundreds of participating retailers

We're committed to supporting our people through career development opportunities, wellbeing initiatives and access to world-class learning resources.

Whether you're just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.

About IVC Evidensia

IVC Evidensia is a veterinary care group operating a network of veterinary practices, ranging from small animal and mixed animal clinics to out-of-hours services and specialist referral hospitals.

Its practices employ veterinary surgeons, registered veterinary nurses, animal care assistants and client care teams, and the group runs referral services in areas such as surgery, orthopaedics, internal medicine and oncology, alongside emergency and critical care and rotating internship programmes.