Head of Client Services

At Northampton Vets for Pets Hospital we're committed to delivering exceptional care, not just for our patients, but for every client who walks through our doors. As a busy 24-hour veterinary hospital, we're looking for an experienced Head of Client Services to lead our client-facing teams and ensure every interaction reflects the highest standards of service, compassion and professionalism.

This is an exciting opportunity for an inspiring leader who thrives on developing people, driving continuous improvement and creating outstanding customer experiences.

The role is full-time working 40 hours per week, including weekends on a rota basis. The salary for this role is up to £45k depending on experience.

The Role

Reporting to Practice Owners, you'll take ownership of the entire client journey, leading our Client Services teams to deliver a consistent, first-class experience from first contact through to aftercare.

Working closely with clinical and operational leaders, you'll use client feedback, performance data and your own expertise to enhance our services, improve processes and support the continued growth of the hospital.

What You'll Be Responsible For

• Leading and developing our client-facing teams to deliver exceptional service every day.
• Creating a positive, welcoming and professional experience for clients, pets and referring practices.
• Coaching, mentoring and supporting managers and colleagues to achieve their full potential.
• Driving service improvements through client feedback, KPIs and operational insight.
• Managing complaints with empathy and efficiency, turning feedback into meaningful improvements.
• Supporting marketing, social media and community engagement to strengthen our local reputation.
• Collaborating with clinical and operational teams to improve workflows and service delivery.
• Supporting business performance through effective resource planning, financial awareness and operational excellence.

About You

You'll be an experienced customer service leader with a passion for people and a track record of delivering outstanding customer experiences.

You'll bring:

• Proven leadership experience in a customer-focused environment.
• The ability to inspire, coach and develop high-performing teams.
• Excellent communication and relationship-building skills.
• A proactive, solutions-focused approach with strong organisational skills.
• Experience using data and customer feedback to drive continuous improvement.
• A genuine commitment to delivering exceptional service.

Experience in veterinary or healthcare settings is an advantage, but we're equally interested in leaders from hospitality, healthcare, retail or other service-led industries who can bring fresh ideas and a passion for excellence.

Why Join Us?

This is more than a customer service leadership role, it's an opportunity to shape the culture and client experience of one of the region's leading veterinary hospitals.

If you're passionate about people, love improving customer experiences and want to make a real difference every day, we'd love to hear from you.

What we offer:

• Modern facilities
• A genuinely friendly, inclusive workplace
• Exclusive company discounts and rewards
• Gym membership
• Birthday day off
• Extra days holiday after 2 years’ service up to 1 week.
• Free flu vaccination
• Contribution to eye care

This is an outstanding opportunity for an ambitious customer service leader to make a lasting impact within a busy 24-hour veterinary hospital. If you're passionate about creat-ing exceptional experiences, developing talented teams and helping shape the future of veterinary client care, we'd love to hear from you.

Location: NN5 5JW

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!