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About the Role

Hello Vet is reimagining veterinary care by combining innovation, compassion, and design to create a next-generation practice that delivers an unforgettable experience for pets, their people, and our team. We are seeking a trailblazing Lead Client Care Associate to launch our new practice and become the heartbeat of our client journey. This role involves leading and inspiring the Client Care team, fostering honesty, professionalism, and accountability, and combines leadership, operational oversight, and hands-on client care both in-practice and virtually.

Responsibilities

Inspire and manage the Client Care team across the main site and satellite locations, fostering honesty, professionalism, and accountability.
Deliver an outstanding client experience from first contact through to follow-up.
Design, implement, and continuously improve the end-to-end client journey.
Collaborate with the clinical team to ensure seamless service delivery.
Utilize technology to enhance communication, streamline operations, and improve client experience.
Act as an ambassador for the HelloVet brand and values.
Greet clients, solve problems, and personalize each visit.

Requirements

Previous experience leading client care or reception teams in a veterinary environment.
Minimum 2 years experience in a client care or reception leadership role.
Minimum 2 years experience in the veterinary industry.
Willingness to work a flexible schedule, including weekends.

Skills

Exceptional communication and interpersonal skills.
Ability to uplift a team and connect with clients.
Tech-savvy and solution-oriented mindset.
Calmness under pressure.
Kindness and focus on continuous improvement.
Positivity, empathy, and professionalism.
Highly organized with strong administrative and IT skills.
Confidence in managing performance and team development.
Discretion in handling sensitive situations.
Proactive, solutions-focused, and adaptable.
Ability to thrive in a fast-paced, evolving environment.
Passion for pets and delivering outstanding service.
Self-motivated and resilient.

Experience Level

Seasoned professional.
Minimum 2 years experience in a client care or reception leadership role.
Minimum 2 years experience in the veterinary industry.

Salary/Compensations

£30,000.00-£36,000.00 per year

Benefits

Opportunity to be a founding team member in a groundbreaking practice.
Role with variety, meaning, and growth opportunities.
Culture that celebrates joy, compassion, and community.
Equity within the business.
Wellbeing support including paid lunch breaks and free lunch and snacks.
Employee Assistance Programme (EPA).
Mental health first aiders.
Free veterinary care for pets.
Cost-price medications.
Leadership role in a progressive, tech-enabled veterinary practice.
Opportunity to shape and improve client experience.
Collaborative, supportive, and forward-thinking team.
Ongoing training and professional development.

About the Company

Hello Vet is reimagining veterinary care.
Hello Vet combines innovation, compassion, and design to create a next-generation practice.
Hello Vet aims to deliver an unforgettable experience for pets, their people, and the team.