Lead Client Care assistant-Bushey

At HelloVet, we’re building something a little different - and we’re looking for a warm, motivated and forward-thinking Client Care Lead to help us do it.

This isn’t your typical Head Receptionist role. As our Client Care Lead, you’ll be at the heart of creating a modern, welcoming veterinary practice where technology makes life easier for our teams and our clients - and where every pet and person feels genuinely cared for.

You’ll guide and support our wonderful Client Care team across the Pod, while still being hands‑on yourself - greeting clients, supporting them virtually, and making sure every interaction feels smooth, kind and professional.

If you love delivering outstanding service, enjoy bringing out the best in others, and want to help shape a fresh approach to veterinary care - we’d be delighted to hear from you.

About The Role

As Client Care Lead, you will:

• Lead and inspire the Client Care team, creating a culture of honesty, professionalism and accountability
• Deliver a consistently outstanding client experience from first contact through to follow-up
• Devise, implement and continuously improve our end-to-end client journey
• Work closely with the clinical team to ensure seamless service delivery
• Embrace technology to enhance communication and operational efficiency
• Act as an ambassador for the HelloVet brand and values

This is a varied role combining leadership, operational oversight, and hands-on client care both in-practice and virtually.

Key Responsibilities

Leadership & Team Management

• Development of Client Care team members
• Conduct regular 1:1s, team meetings and annual appraisals
• Manage rotas, sickness, absence reporting and return-to-work processes
• Address performance issues and support grievance or disciplinary processes
• Set the direction for ongoing team development and training needs

Client Experience & Service Excellence

• Ensure exceptional client interactions.
• Lead continuous improvements to enhance client and patient experience
• Manage debt prevention and recovery processes
• Oversee pet insurance claims ensuring timely and accurate submissions

About You

• Has previous experience in a client care or reception leadership role 2 years (required)
• Has previous experience in veterinary industry 2 years (required)
• Demonstrates exceptional communication and interpersonal skills
• Leads by example with positivity, empathy and professionalism
• Is highly organised with strong administrative and IT skills
• Is confident managing performance, and team development
• Remains calm under pressure and handles sensitive situations with discretion
• Is proactive, solutions-focused and adaptable
• Thrives in a fast-paced, evolving environment
• Is passionate about pets and delivering outstanding service

You will be self-motivated, resilient, and ready to help shape a new model of veterinary care.

What We Offer

• A leadership role in a progressive, tech-enabled veterinary practice
• The opportunity to shape and improve client experience from the ground up
• A collaborative, supportive and forward-thinking team
• Ongoing training and professional development

Competitive salary up to £36,000 depending on experience.

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