Client Care Manager

Job Description

Are you a natural leader with a passion for people and pets? We’re looking for an organised, energetic, and people-focused Client Care Manager to lead our front-of-house team and help create an outstanding client experience.

This is an exciting opportunity for a confident leader with strong management skills and proven experience in a customer-facing role, ideally within retail. Your background will enable you to coach, motivate, and support our reception team, ensuring every client journey is smooth, welcoming, and positive. You’ll play a key role in making sure every client and their pet feels valued and cared for from the moment they arrive.

This is a part-time position, working 30 hours per week, with a salary of up to £31,200 FTE.

About Us:

We are a large, friendly team with strong relationships with our clients. We pride ourselves on delivering exceptional customer care, supporting our goal of helping pets live long, happy, and healthy lives. In this role, you’ll act as a vital link between our clients and clinical team, delivering outstanding service and building meaningful relationships with clients, their pets, and your colleagues.

You’ll ensure every client leaves feeling confident they’ve received excellent care and looks forward to their next visit. Responsibilities include welcoming clients, providing guidance and support, managing payments and bookings, and maintaining a seamless front-of-house experience.

You will also support the day-to-day organisation and management of the reception team, ensure consistently high standards of service, while contribute ideas and initiatives to help drive the practice forward.

What your typical day will look like:

• Oversee all administrative functions within the practice, including managing the in-house database, producing reports, coordinating reception rotas, and organising mailshots.
• Manage appointment bookings efficiently and professionally using the practice management system.
• Welcome clients and their pets, demonstrating empathy and professionalism at all times.
• Maintain strong product knowledge and provide guidance to clients where appropriate.
• Ensure compliance with Health & Safety regulations and internal policies.
• Work collaboratively with the team to maintain a clean, organised, and welcoming reception and practice environment.
• Provide sensitive bereavement support, offering both practical and emotional assistance to clients.
• Demonstrate awareness of financial controls, including supporting effective debt management.
• Adhere to all company policies and procedures, with the ability to access and apply them as needed.
• Lead and support the reception/front-of-house team, managing performance, conduct, and absence in a timely and appropriate manner.
• Oversee the onboarding and training of new reception team members, including conducting one-to-one meetings and performance reviews.
• Apply knowledge of HR processes, including sickness, holiday, and other leave management.
• Handle client complaints professionally, ensuring resolution and continuous improvement.
• Manage the ordering of stationery, branded materials, and front-of-house stock such as food and toys.

Benefits:
In return, we offer a range of benefits including a 20% discount across the Vet Group, Pets at Home, and the Groom Room, as well as access to additional discounts and cashback schemes. You’ll also benefit from in-house career development opportunities, a pension scheme, and a generous holiday allowance. Additional perks include gym membership, private healthcare packages, birthday leave, and much more.

Location: CB7 4PE

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!