Beech House Veterinary Hospital is looking for a Client Care Lead to join our growing team. This is a fantastic opportunity for someone passionate about customer service, leadership and working within a busy veterinary environment.
About Us
At Beech House, our philosophy is simple: we treat our patients as if they were our own and our clients as we would wish to be treated ourselves. We are proud to be an RCVS-accredited practice, open 7 days a week, with on-site overnight hospitalisation and a dedicated night team.
You’ll be joining us at an exciting time as we expand and refurbish our premises. Our friendly team currently includes 7 vets, 18 nursing colleagues and 9 receptionists/administrators, all committed to delivering outstanding care.
The Role
As Client Care Lead, you will take responsibility for the smooth and professional running of our front-of-house services. You will lead, coach and develop the Reception Team to deliver exceptional customer care while providing vital administrative support to our clinical teams.
This position follows a rota which includes alternate weekend shifts.
Key Responsibilities
- Lead, manage and motivate the front-of-house team, including receptionists and stock control personnel
- Drive continuous improvement in the Beech House client experience
- Handle and resolve client care issues and complaints effectively
- Recruit, train and support the development of Reception Team members
- Conduct appraisals and return-to-work interviews, with Practice Manager support
- Oversee reception rotas, holiday cover and sickness absence
- Support the reduction of client debt alongside the Senior Receptionist
- Oversee insurance claims, including pre-authorisations and direct claims
- Promote the Pet Health Plan and seasonal campaigns to clients
- Work with marketing teams to promote the practice locally
- Attend leadership meetings and contribute to service improvement through reporting
Actively working as part of the team duties will also include:
- Greeting clients warmly and professionally
- Managing phone and in-person enquiries, including triaging urgent calls
- Booking appointments to support smooth clinical workflows
- Registering clients, updating records and processing payments
- Supporting clients with insurance queries, vaccinations and parasite treatment advice
About You
We’re looking for someone who thrives in a fast-paced environment and leads by example.
Essential skills and experience:
- Previous administrative experience
- Experience leading or supervising a team
- Strong IT skills, including Microsoft Office and Outlook
- Excellent organisation, attention to detail and communication skills
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