Job Description

If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

Client Care & Administration Manager - Village Vet Milton

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Department:

Client Care & Administration

Location:

Village Vets - Milton Hospital

Position Type:

Permanent, Full-Time

Working Hours:

40 hours per week

Salary:

28,000 - 34,000 (DOE)

About Us

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Village Vets with Milton Hospital is a fast-paced, 24-hour site supporting both general practice and an extensive out-of-hours service with

over 30 referring practices

feeding into us. Our Milton site is rapidly expanding, with increasingly complex cases and high client demand -- making this a crucial leadership position.


We are looking for a proactive, strategic, and people-focused

Client Care & Administration Manager

to act as the essential link between our

front-of-house, clients, referring practices, and clinical teams

.


This is an exciting opportunity to step into a role that underpins the smooth running of the hospital, ensures exceptional client journeys, and drives operational excellence every day.

The Role

------------


This role goes far beyond traditional reception or lead CCA duties. You will oversee the entire front-of-house function at Milton, ensuring the department runs seamlessly while supporting both clients and staff.


You will manage the Client Care Assistants and the Twilight Team, act as the first point of escalation for client or administrative issues, and ensure financial and insurance processes are robust and efficient.


In essence, this role is the

bridge between clients, reception, and clinical teams

-- perfect for someone who thrives in a busy environment, sees problems before they arise, and takes ownership of operational challenges.

Key Responsibilities

------------------------

Leadership & Team Management

Line management of the Client Care Assistants and the Twilight Team Daily oversight of staffing, performance, engagement and team support Driving team motivation, campaigns and initiatives (e.g., Pet Health for Life, Kinship) Ensuring consistent high standards of service across all client interactions

Client Care & Communication

Acting as the primary point of escalation for client concerns and line complaints Supporting clinical teams by coordinating client communication, updates and follow-ups Ensuring smooth client journeys from arrival to discharge Overseeing communication with referring practices

Operational & Administrative Oversight

Ensuring the smooth operation of all front-of-house processes Acting as the "on-the-ground" operational problem solver + e.g., resolving equipment issues, IT challenges, workflow gaps
Ensuring a consistently safe, organised, and efficient working environment Overseeing supplies such as stationery and administrative equipment

Insurance & Financial Processes

Full oversight of the direct claims and insurance administration process Ensuring financial compliance, accuracy and reporting at reception Managing complex insurance queries or client conversations

Cross-Departmental Coordination

Serving as the key bridge between reception and clinical teams Ensuring information flows accurately and efficiently across departments Supporting vets and nurses with administrative and client communication challenges

Who We're Looking For

-------------------------


We need someone who is:

Highly organised, proactive, and solutions-focused Able to lead, support and motivate a busy client care team Comfortable managing a high-volume, 24-hour hospital environment Operationally minded -- spotting problems and fixing them before they escalate An excellent communicator who can handle complex conversations with empathy Experienced in client service, admin management or similar leadership roles

This is ideal for someone who has been a Lead CCA, senior administrator, or client care supervisor and is ready for

the next step up

.

Progression & Future Opportunities

---------------------------------------


This role offers genuine growth potential. As Milton Hospital continues to expand, there is a natural pathway toward a future

Hospital Manager

-level role.

You will become a crucial point of support across teams, shaping processes and helping steer the hospital as it grows.

Benefits

------------


(Using the same structure and benefits list from the previous adverts)

5 weeks holiday + bank holidays + birthday leave Enhanced family-friendly policies, including parental leave Extensive free online Linnaeus CPD programme Career progression opportunities across the group Staff discount schemes Life Assurance Enhanced sickness pay Enhanced equal family leave E-car salary sacrifice scheme Employer contribution pension scheme Wellness programme including: + Employee Assistance Programme
+ Eyecare vouchers
+ Free annual flu jab
+ Cycle-to-work scheme
Recruitment referral reward scheme

We are proud to be Linnaeus, part of Mars. Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people. Why Linnaeus? - We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets - We lead on sustainability and collectively drive positive change for people, pets and the planet - We prioritise your mental health and wellbeing - valuing equity, diversity and inclusion - We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one. We team up within our Mars family in partnership for a stronger future. Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates. At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.uk