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About the Role

We are seeking a commercially minded and operationally strong Practice Manager to join our clinical leadership team. This role involves full ownership of the non-clinical management of the practice, driving operational efficiency, financial performance, and team development to ensure the business runs seamlessly while vets and nurses focus on patient care.

Responsibilities

Lead, motivate, and support clinical and non-clinical team members, ensuring they feel valued and have clear development paths.
Manage team conflict fairly and promptly, fostering early issue surfacing and constructive resolution.
Support underperforming team members with structured plans, clear expectations, and regular follow-up.
Collaborate with the People Team on recruitment, onboarding, and induction of staff.
Conduct regular 1:1s and performance development reviews; manage attendance and sickness absence.
Foster a positive, inclusive workplace culture aligned with company values.
Identify training needs and coordinate ongoing development opportunities.
Oversee the day-to-day running of the practice, ensuring efficient workflows and smooth operations.
Design and manage staff rotas to maximize clinical capacity while protecting team wellbeing.
Act as the primary point of contact for complex operational issues, finding practical solutions.
Introduce and maintain systems and processes to improve operational efficiency and reduce risk.
Manage competing priorities calmly and effectively, maintaining high standards.
Act as the conduit between Central Office and the clinic for brand and marketing initiatives.
Read and understand KPIs and clinic P&L, using financial data to identify trends, risks, and opportunities.
Monitor clinic revenue and control operating expenses.
Respond proactively to underperformance by identifying causes and implementing action plans.
Collaborate with the finance department to understand financial reporting and ensure accuracy.
Support the clinical team to achieve performance targets without compromising care.
Champion the membership model, driving uptake and supporting client acquisition and retention.
Support local community engagement and marketing initiatives.
Set and uphold exceptional client service standards.
Handle client complaints professionally and with empathy, resolving issues swiftly.
Support the team in maintaining excellent service standards during busy or difficult situations.
Monitor client satisfaction data and NPS to drive continuous improvement.
Step into Virtual Care Team shifts as required, supporting members remotely.
Act as the Health & Safety lead for the clinic, maintaining high standards of safety, cleanliness, and compliance.
Ensure risk assessments are in place, current, and understood; implement and audit protocols.
Manage staff health disclosures professionally and sensitively.
Ensure the practice remains compliant with RCVS standards and all relevant regulations.
Maintain accurate records in line with GDPR and company policy.

Requirements

Proven track record in operational management, ideally in a veterinary, healthcare, or dental practice.
Experience of financial management, including P&L, budgeting, and payroll.
HR experience, including performance management, conflict resolution, and employee relations.
Experience in a multi-site or growing business (desirable).
Knowledge of the veterinary sector (desirable).
Educated to A-level or equivalent.
GCSE grade 4 (C) or above in Maths and English.
A business, management, or HR qualification (desirable).
Knowledge of employment law and HR best practice.
Knowledge of financial literacy, including reading a P&L.
Knowledge of Health & Safety responsibilities and reasonable adjustments.
Knowledge of practice management software and general IT tools.
Excellent interpersonal and communication skills.
Confident handling complaints.
Strong organisational skills and attention to detail.
Able to prioritise well under pressure.
A confident decision-maker.
Experience with local marketing or community engagement (desirable).
An inspiring, approachable leader.
Resilient and calm under pressure.
A strong sense of ownership.
Entrepreneurial and proactive.
High standards of professionalism and integrity.
Shares company values and mission.

Skills

Operational Management
Financial Management
HR Management
Leadership
People Management
Conflict Resolution
Performance Management
Recruitment
Onboarding
Induction
1:1s
Performance Development Reviews
Workplace Culture Fostering
Training Needs Identification
Operational Efficiency
Team Wellbeing
Problem-Solving
Process Improvement
Risk Management
Prioritization
Brand Management
Marketing Campaign Rollout
KPI Analysis
P&L Management
Budgeting
Revenue Monitoring
Expense Control
Debt Control
Action Planning
Financial Reporting
Membership Model Promotion
Client Acquisition
Client Retention
Community Engagement
Client Service Standards
Complaint Handling
Client Satisfaction Monitoring
NPS Analysis
Virtual Care Support
Health & Safety Management
Regulatory Compliance
Risk Assessment
Record Keeping
GDPR Compliance
Interpersonal Skills
Communication Skills
Organisational Skills
Attention to Detail
Decision Making
Local Marketing
Community Engagement

Location

London

Work Type

Full-time

Experience Level

Mid-level
Senior-level

Education Level

A-level or equivalent
GCSE grade 4 (C) or above in Maths and English
Business, management or HR qualification (desirable)

Benefits

210 hours' annual leave plus bank holidays
Birthday off after one year's service
Salary sacrifice pension scheme (5% employee, 3% employer contribution)
Access to healthcare incentive after one year of employment
Genuine career progression opportunities
Supportive, inclusive culture
Regular team and company social events
Eligibility for share options scheme (subject to terms)
Employee Assistance Programme
Mental Health First Aiders
Free snacks and lunch in clinic
Monthly peer recognition schemes
Celebrating clinic milestones

About the Company

We are rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner.
Our clinics combine modern design with first-class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in.
Our purpose is simple: healthier, happier pets and vets.
We believe in a model that benefits everyone: our clinical teams, our members, our local communities, and our investors.
We are building the vet group of the future.
We are passionate about doing things differently.

Equal Opportunity

We believe the best teams are built from diverse perspectives, backgrounds, and experiences.
We are committed to creating an environment where everyone feels genuinely welcome, respected, and able to do their best work.
We actively encourage applications from candidates of all backgrounds.
We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.