Client Care Manager - Veterinary

We have a fantastic opportunity to join our team as a Client Care Manager.

Your role and responsibilities

Leadership

• Represent support teams within the Operational Leadership Team (OLT) and across the wider Vet/Nurse teams, ensuring integration and collaboration across all areas of the hospital, in the pursuit of service excellence.
• Manage and oversee performance measures, including client/customer feedback, NPS, waiting times, insurance processing times, referral arrangement times, MPP, iRecall, bad debt, debt recovery, plus future systems that will be introduced within AMVS.
• As a member of the OLT, input into the wider AMVS business plan, owning performance, quality and growth within your area of responsibilities, i.e. client & customer and supporting the wider team to deliver theirs
• Interface with Linnaeus as required (customer care, finance, integration etc)
• Lead the Client Care Team, creating a challenging and supportive culture, including harnessing strengths and skills, identifying development opportunities, performance and appraisal management.
• Lead change programmes effectively in a way that is inclusive, collaborative and involves the team in their working practices.
• Demonstrate teamwork and collaborative leadership.
• Be a leader who focuses on personal and technical self-development as a role model for continuous improvement in others

Workforce

• Lead all aspects of building a high performing workforce, including talent attraction, training and development, retention, performance and culture in the pursuit of enhancing the service offer for colleagues, customers and clients
• Create, review and manage an effective rota ensuring adequate staffing levels in all client care services, including assessing demand and capacity.
• Create, review and update a client care manual including a training matrix for the client care team.
• Identify opportunities for workforce efficiency through embracing technology, reducing duplication and adopting lean and efficient ways of working to maximise the productivity of the team.

Process and Patient Flow

• Manage and optimise processes that touch the customer/client – for example PMS, forms, inboxes, websites etc. to ensure they are simple and easy to use for colleagues, clients and customers.
• Collaborate and work effectively with the clinical teams, identifying how the CCT can enhance the quality of the service to ensure high standards of care are provided to clients/customers and their pets. This includes identifying processes that could be undertaken by the CCT (and potential investment cases for resources) that releases capacity within the clinical teams – meaning clinicians do what they do best.
• Implement/integrate new projects/systems/ways of working to improve and aid the client journey – working collaboratively with local SLT and national Linnaeus project teams
• Produce associated improvement plans for customer/client performance e.g call handling, referral response, refused referrals, client handling, communication, insurance/billing times, debt management, customer/client satisfaction. Put in place development interventions/performance improvement plans as appropriate.
• Manage, review, resolve and report upon client complaints effectively, ensuring a culture of feedback, learning and continuous improvement.
• Oversee credit control and sales ledger, including the management of debt and recovery processes.

Growth

• Input to the annual business/marketing strategy plans, advising how to maximise capacity in the consult rooms and waiting area
• Ensure the CCT systems and processes can scale with growth
• Investigate and implement technology solutions that increase efficiencies, reduce work, less paper and improve sustainability

How to apply

Please submit a CV and covering letter, detailing your experience and passion for this role.

Closing date for applications is 28th July 2026.

We look forward to hearing from you!

Benefits

· 5 weeks holiday plus bank holidays and Birthday Leave

· Career progression opportunities

. Pet insurance premium reimbursement (cat and dog policies covered)

· Life Assurance

· Enhanced sickness pay

· Enhanced equal family leave

· E-car salary sacrifice scheme

· Employer contribution pension scheme

· Wellness program including:

o Employee assistance program

o Eyecare voucher scheme

o Free annual Flu jab

o Cycle to work scheme

· Recruitment referral reward scheme

About us

Since 2006, we’ve been one of the country’s leading veterinary specialist referral hospitals with vets and their teams caring for small animals every day.  

Our dedicated vets, nurses and patient care assistants, supported by the administrative teams, are committed to providing the highest quality surgical and medical care for pets. Many of our clinicians are nationally or internationally recognised specialists in their field and bring unique experiences to care for pets.  

We accept referrals for Orthopaedic Surgery, Soft Tissue Surgery, Neurology, Internal Medicine, Dentistry, Cardiology, Anaesthesia, Dermatology, Diagnostic Imaging, Oncology, and Physiotherapy.

You can find us in Hampshire, just south of Winchester, close to the M3 and national and international transport links. We are in a serene countryside setting with state-of-the-art facilities and are available to look after pets 24 hours a day, seven days a week.

Our vision is to be the south of England’s multidisciplinary veterinary referral hospital of choice, where referring vets, clients and their pets receive the best possible care.  

Our mission is to create an inspiring, inclusive, professional environment where the team are empowered to work together to consistently deliver exceptional care and service. 

Anderson Moores Veterinary Specialists is part of Linnaeus and Mars Veterinary Health, the largest family-owned veterinary company in the world. Being privately owned, we can truly be driven by our purpose, to create a better world, and think long-term as opposed to being focused solely on short-term profits.   

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to speak up, step up and deliver quality services. You’ll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best – care for pets.   

We are committed to fostering a culture that is inclusive and diverse, we care about you and want you to be authentic, with everything you need to perform at your best. We are all individuals but two important things bring us together: a commitment to excellence and our passion to achieve our purpose.  

All applications with the relevant skills and qualifications will be carefully considered. If you need any support in completing your application or simply want to find out more about Anderson Moores Veterinary Specialists, Linnaeus or the role please contact our Talent Acquisition team at [email protected]. 

#LI-OH1 #LI-Onsite 

Salary Description: Competitive, dependent on experience;