Job Description

Job Overview

The Client Care & Operations Manager plays a vital role in shaping and delivering the clinical operations of the RSPCA Essex Mid & North Branch across its Chelmsford and Colchester sites. This is a multi-faceted position focused not only on managing day-to-day functions, but also on ensuring regulatory excellence, operational efficiency, financial sustainability and growth of our welfare services. As a key member of the branch management team, the Client Care & Operations Manager will lead staff and volunteers, foster a culture of high-quality care and client service and serve as a strategic driver in expanding our community impact. This role is ideal for a capable, proactive leader with strong organisational, financial and people management skills, who is deeply committed to animal welfare.

Key Responsibilities

Regulatory and Compliance

Ensure full compliance with all veterinary regulatory standards (RSPCA, RCVS, VMD and others), in partnership with veterinary professionals. Maintain and update clinical policies and SOPs to reflect current best practices and ethical welfare standards

Operations Management

Oversee and coordinate all clinical activities across both sites to ensure smooth, effective and responsive service delivery. Implement and continuously improve systems, protocols and workflows that optimise patient care, resource use and client satisfaction. Act as the central point of leadership between veterinary teams, administrative staff, volunteers and trustees.

Staff and Volunteer Management

Lead and inspire a multidisciplinary team of receptionists, veterinary nurses, and veterinarians, fostering teamwork, accountability and morale. Assess human resource needs, identify staffing shortages and lead recruitment efforts. Coordinate and support volunteers, providing training and supervision to enhance their contribution.

Reception and Client Services

Ensure exceptional client experience from initial contact through to aftercare, including handling complex or sensitive client queries when needed. Support reception staff in managing scheduling, communications and front-of-house operations, stepping in during absences as required.

Veterinary Drug and Stock Management

Monitor and manage the procurement, safe storage, and usage of veterinary drugs, supplies and equipment, ensuring compliance and cost-efficiency. Establish supplier relationships and negotiate terms to support budget-conscious procurement.

Financial Management & Reporting

Lead on budget management, including preparing and analysing financial documents (cash flow, income statements). Collaborate closely with the Treasurer to ensure rigorous financial controls, transparency and sustainability. Develop pricing strategies for veterinary services that balance affordability with long-term viability.

Marketing and Client Growth

Drive marketing and outreach initiatives to raise awareness of clinic services and increase community access. Use digital and offline channels to engage current and prospective clients, promote special campaigns and enhance the local profile.

Health & Safety

Promote workplace safety by performing regular risk assessments, providing ongoing staff training and ensuring equipment is properly maintained Take ownership of site maintenance issues to ensure safe and professional clinic environments.

Communication & Reporting

Prepare regular operational and statistical reports for the Branch Trustees. Promote strong communication and alignment among clinic teams, branch leadership and wider stakeholders
Job Types: Part-time, Permanent

Pay: 28,000.00-29,000.00 per year

Benefits:

Additional leave Free parking
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Chelmsford CM2 7DL: reliably commute or plan to relocate before starting work (preferred)
Education:

GCSE or equivalent (preferred)
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (preferred)
Willingness to travel:

50% (required)
Work Location: In person

Application deadline: 27/06/2025
Reference ID: Client Care & Operations Manager