Lead Client Care Associate (Head receptionist)

At Hello Vet, we’re not just opening a veterinary practice, we’re reimagining what veterinary care can be. We’re combining the best of innovation, compassion, and design to create a next-generation practice that delivers an unforgettable experience for pets, their people, and our team. We're on the hunt for a trailblazing Lead Client Care Associate to help launch our stunning new practice and become the heartbeat of our client journey. If you’re a natural leader who lives to create outstanding experiences, thrives in fast-paced environments, and LOVES animals, this is your moment. What You’ll Be Doing Leading with heart and purpose – inspire and manage a top-tier Client Care team across our amazing site and local satellites. Being the face and energy of Hello Vet – greeting clients, solving problems, and making each visit feel personal and effortless. Designing and refining our client journey Collaborating with our exceptional clinical team to deliver a seamless, elevated experience every single day. Harnessing technology to supercharge service, streamline operations, and wow our clients. What We’re Looking For A seasoned pro with experience leading client care or reception teams, in a veterinary environment. A true people-person who can uplift a team, connect with clients, and juggle tasks with ease and warmth. Tech-savvy and solution-oriented – you see new systems as opportunities, not obstacles. Calm under pressure, endlessly kind, and always focused on making things better. Willing to flex your schedule to meet the needs of our growing, vibrant team – including weekends. Why You'll Love Working With Us Be a founding team member in a truly groundbreaking practice. Join a team that’s as passionate about people as they are about pets. Thrive in a role that’s varied, meaningful, and full of growth opportunities. Be part of a culture that celebrates joy, compassion, and community. Equity within the business. Wellbeing support including paid lunch breaks, free lunch and snacks, Employee Assistance Programme (EPA) and mental health first aiders. Free veterinary care for your pets and cost-price medications. Let’s Create Something Incredible – Together This isn’t just a job. It’s your chance to shape the future of veterinary care – and have a blast doing it. About the Role As Client Care Lead, you will: Lead and inspire the Client Care team, creating a culture of honesty, professionalism and accountability Deliver a consistently outstanding client experience from first contact through to follow-up Devise, implement and continuously improve our end-to-end client journey Work closely with the clinical team to ensure seamless service delivery Embrace technology to enhance communication and operational efficiency Act as an ambassador for the HelloVet brand and values

This is a varied role combining leadership, operational oversight, and hands-on client care both in-practice and virtually. About You We are looking for someone who: Has previous experience in a client care or reception leadership role 2 years (required) Has previous experience in veterinary industry 2 years (required) Demonstrates exceptional communication and interpersonal skills Leads by example with positivity, empathy and professionalism Is highly organised with strong administrative and IT skills Is confident managing performance, and team development Remains calm under pressure and handles sensitive situations with discretion Is proactive, solutions-focused and adaptable Thrives in a fast-paced, evolving environment Is passionate about pets and delivering outstanding service You will be self-motivated, resilient, and ready to help shape a new model of veterinary care. What We Offer A leadership role in a progressive, tech-enabled veterinary practice The opportunity to shape and improve client experience from the ground up A collaborative, supportive and forward-thinking team Ongoing training and professional development Pay: £30,000.00-£36,000.00 per year