Head Client Care Advisor

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 proud to offer outstanding care to pets and their owners in Alfreton and surrounding areas. As well as having a central hospital with a referral centre and a dedicated night team, we have several local practices such as Allestree and Langley Mill that are in the heart of their communities, offering first class care at a convenient location for pet owners.

As Head of Client Care – North Hub (Alfreton, Langley Mill, Park Farm, Oakwood, Shelton Lock), you will be an operational leader within the business, responsible for leading and managing the Client Care teams across the North Hub. You will ensure the delivery of an efficient, compassionate and high-quality client experience, acting as the principal point of escalation for client-related concerns and complaints

Working closely with the South Hub & Hospital Head Client Care Advisors, Practice Management and Clinical teams, you will drive continuous improvement in processes, workflows and customer service, whilst embedding a culture that reflects the values and growth objectives of the practice and the wider UK business.

Key Accountabilities:
*Lead, manage and support the First Opinion Client Care teams at our North Hub, ensuring exceptional levels of service at all times.
*Oversee all client care processes, ensuring smooth and effective coordination between clients and clinical teams.
*Act as the escalated point of contact for client queries and complaints, resolving issues in a timely, professional and empathetic manner.
*Train, mentor, and develop Client Care Advisors through regular feedback, coaching and performance reviews.
*Monitor team performance, supporting continuous improvement and service excellence.
*Collaborate closely with the South Hub & Pride Park Head Client Care Advisors, Practice Management, Clinical Lead, and Practice Director to enhance client experience and operational efficiency.
*Take the lead in driving a strong customer service culture aligned with practice values and strategic objectives.
*Maintain a consistently professional, caring and empathetic approach across all client interactions.
*Track, analyse and report on key performance indicators (KPIs), using insights to identify areas for improvement.

This is a full-time, permanent role (40 hours per week) based within the North Hub.

*Proven line management experience within a client-facing environment (veterinary or healthcare experience desirable).
*Excellent interpersonal and communication skills, with the ability to build strong relationships with both clients and clinical teams.
*Strong organisational skills and the ability to prioritise, manage workflows and meet deadlines in a fast-paced setting.
*A confident and empathetic approach to problem-solving and complaint resolution.
*A genuine passion for animal care and delivering outstanding client service.
*A collaborative working style and commitment to continuous improvement.

At inspiring vet care, we’re committed to supporting your development and wellbeing from the very start of your career. 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