Job Description

Are you compassionate, friendly and highly motivated to deliver great customer service?

Do you have experience leading a small team?

If so, you could be the newest addition to our Client Care Team! We are looking for a friendly, confident and efficient manager to lead and inspire our Client Care Team.

Having the ability to build a rapport with our clients, their pets and with your colleagues is of the utmost importance. For an application to be competitive you'll be able to demonstrate proven reception experience and hold strong administration, organisational and customer service skills. Ideally you will have had experience leading a small team and you will be involved in recruitment, development, complaint resolution, stock management and performance management.

The role is for an average of 32 hours per week including Saturday mornings on a rota basis. You will be required to work across two sites, one in Bressingham, Norfolk and the other in Harleston. This is a dynamic, demanding position where no two days are the same. The candidate must be friendly, be able to show empathy, be conscientiously accurate, and be a good team player.

Duties

Meeting and greeting our clients and their pets.

Scheduling appointments

Handling telephone/email enquiries

Processing payments

Dispensing medications

Handling complaints

Stock management

Maintaining communications between clients and the veterinary team

General Administration

Ensuring a clean and welcoming environment for our clients and their pets

Oversee daily operations of the customer care department, ensuring efficient processes and high-quality service delivery.

Lead, train, and mentor a team of customer care representatives, promoting a culture of excellence and continuous improvement.

Develop and implement customer service policies and procedures to enhance the overall customer experience.

Monitor customer interactions and feedback to identify areas for improvement and implement necessary changes.

Collaborate with other departments to ensure seamless communication and resolution of customer issues.

Analyse performance metrics to assess team effectiveness and drive improvements in service quality.

Handle escalated customer complaints or issues with professionalism and empathy, ensuring satisfactory resolutions.

Skills

Proven experience in a client/customer care management role. Exceptional leadership skills with the ability to motivate and develop a team. Strong communication skills, both verbal and written, with an emphasis on building rapport with customers. Excellent problem-solving abilities and a proactive approach to addressing challenges. A commitment to delivering outstanding customer service and maintaining high standards of professionalism.
Does this sound like the perfect job for you? If so, please forward your CV and covering letter to clare.barker@uplandswayvets.co.uk. Applications will only be accepted via this email address.

Job Types: Full-time, Permanent

Pay: 13.00 per hour

Expected hours: 32 per week

Benefits:

Company pension Cycle to work scheme Employee discount Free parking Gym membership Health & wellbeing programme On-site parking
Work Location: In person

Application deadline: 11/07/2025