IVC Evidensia
Client Care Coordinator
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Client Care Coordinator – Team Leader Role
At inspiring vet care, our people are at the heart of everything we do
As the UK’s number one vet care provider, we deliver exceptional care for over 2 million animals—supporting healthier pets and happier pet owners, while fostering a strong culture of care, community, and continuous improvement.
White Cross Vets is a growing network of practices committed to outstanding client experiences and exceptional pet care. With a Best Companies three-star accreditation for five consecutive years, we hold ourselves to high standards—not just in treatment, but in supporting our people.
How You’ll Make a Difference
As a Client Care Coordinator, you’ll be the first friendly, trusted point of contact to clients, ensuring every interaction is:
- Warm, professional, and compassionate
- Efficient, organised, and transparent
- Supportive, seamless, and welcoming
Your core responsibility is to enhance the client and pet journey by:
- Managing appointments and communications effectively
- Collaborating closely with clinical and team colleagues
- Delivering exceptional service while ensuring the practice runs smoothly
This is a full-time role (37.5 hours per week) within our team, with opportunities for fast-paced development in a growing organisation that values equality, diversity, and inclusion.
Key Responsibilities
Client Experience & Communication
- Provide a compassionate, reassuring, and professional experience for pet owners, from initial contact to aftercare.
- Engage warmly with clients, whether via phone, email, or in-person, and address all queries with efficiency.
Operations & Coordination
- Schedule, manage, and confirm appointments with accuracy, minimising last-minute cancellations or rebooking.
- Handle cash and card transactions with precision, ensuring smooth financial processes.
- Maintain strict confidentiality when handling sensitive client/patient information.
- Support reception teams in day-to-day operations, such as handling emergency or after-hours inquiries.
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Team Support & Environment
- Work collaboratively with both clinical and non-clinical colleagues to create a seamless experience for clients and pets.
- Remain calm, empathetic, and professional in busy, high-pressure situations—often dealing with emotionally charged circumstances.
- Inject positive energy, ensuring welcoming ambassadors for all team members to reflect.
You Might Be a Great Fit If…
We’re looking for an organized, customer-obsessed professional who:
- Thrives in dynamic, team-based environments and delivers outstanding service under pressure.
- Has experience in customer-facing roles, particularly in communication, enquiry management, or healthcare administration.
- Is compassionate and resilient—able to handle sensitive interactions with tact and patience.
- Excels under multiple demands while maintaining professionalism and a positive attitude.
- Welcomes constructive feedback and has a growth mindset, ready to develop alongside the business.
How We’ll Support You
At inspiring vet care, your growth, wellbeing, and success are our priorities. Here’s what you’ll gain:
Opportunities for Progress
- Progression into client-facing leadership roles or career pathways within broader medical team duties.
- Be part of one of UK’s fastest-growing veterinary groups, with expanding presence and evolving opportunities.
Development & Learning
- Upskilling through the inspiring vet care Academy, offering industry-standard training.
- Mentorship and co-worker guidance to refine skills in communication, conflict resolution, and system management.
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A Values-Driven Culture
- A dedication to **care for both animals **and employees, backed by an inclusive, supportive team ethos.
- Culture of learning—fostering curiosity and growth through team collaboration.
What We Offer Our Team
You’ll benefit from higher-than-campaign standards in employment, with:
Work-Life Balance
- 6.6 weeks’ annual leave (pro-rated), plus your birthday off.
- Increasing holiday allowance based on years of service.
Wellbeing & Support
- Enhanced family-friendly policies, including maternity, paternity, adoption, shared parental, and surrogacy leave pay.
- Cycle-to-Work scheme, monthly meal plans, and Healthcare Cash Plan.
- Flexible and proactive management to support both individual and organisational wellness.
Growth & Financial Benefits
- Pension scheme and discounted veterinary care for loved ones.
- Voluntary benefits such as:
- Green Cars salary sacrifice.
- Discounts with 500+ retailers (World Exclusive Loyalty programme).
Healthcare & Pets
- Access to **reduced vet consultations for yourself and covered pets.
About the Role
Location & Terms
- Role type: Full-time (37.5 hrs/week).
- Base rate: Directly aligned with to industry standards.
Other Information
- Inspiring vet care reserves the right to employ emergency address legal requirements and data policies. We support potential vacancies and employee scrutiny amicably.
Equal Opportunities
We are proud to be an equal-opportunities employer. If you have any additional needs or questions about the application format, please contact recruiters for a thoughtful conversation to ensure accessibility throughout the process.
Ready to thrive in an exciting, values-driven environment where your contributions matter? Apply now.
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