Careplan Support Executive

Careplan Support Executive

Reports to the Careplan Manager

Location: Handforth ( Tuesdays and Wednesdays in the office, the rest - WFH)

Overview:   

Careplans play a crucial role in ensuring ongoing preventive pet healthcare and strong long‑term relationships between our practices and their clients. To support continued growth, consistency and operational excellence, we are recruiting a Careplan Support Executive who will help ensure effective delivery of the Careplan proposition. 

This role will sit in the Commercial Partnerships Team and will support Practice Owners by managing key administrative and analytical processes, liaising with third parties, maintaining accurate documentation, and helping identify opportunities to improve or automate processes. The Careplan Support colleague will be highly organised, proactive and able to manage competing priorities in a fast‑paced environment. 

Key responsibilities for the role will be:  

• Owning day‑to‑day administrative and analytical processes supporting the Careplan proposition 

• Providing front‑line support for Practice Owners and teams, ensuring queries are resolved promptly and accurately 

• Working closely with key third parties critical to the Careplan proposition 

• Producing clear, concise materials including process guides, practice communications and support documents 

• Working cross‑functionally to maintain up‑to‑date documentation and ensure alignment across commercial, operations and support teams 

• Build and maintain a suite of Careplan performance reports to support decision making 

• Analyse practice and national-level Careplan data to identify risks and opportunities, turning raw data into actionable insights 

• Support forecasting and scenario modelling 

• Maintaining process accuracy and driving improvements through simplification or automation 

• Supporting delivery of change initiatives related to Careplan operations 

• Helping organise and coordinate stakeholder meetings, documentation and communication 

• Supporting the broader team with a range of tasks including mailbox management 

Essential qualifications for the role are:  

• Strong organisational skills and the ability to manage multiple priorities 

• Strong analytical ability, with experience working with data to identify trends and generate insights 

• Proficiency in Excel and PowerPoint, with the ability to format and prepare clear materials and dashboards for non-technical audiences 

• Comfortable working with large data sets and translating these into clear actionable recommendations 

• Strong written and verbal communication skills 

• Ability to understand and follow current processes, and operate accurately within structured workflows 

• Confidence working with stakeholders across multiple teams, in particular Practice Owners 

• Proactive approach, with a drive to learn, improve and solve problems 

• Flexibility to operate effectively within a fast‑moving business and adaptability to evolving priorities 

• Resilience and a positive, professional attitude and when dealing with challenging situations 

Measures of success:  

• Accuracy and timeliness of administrative and analytical processes 

• Suite of accurate reporting and dashboards built ad maintained 

• Quality of guides, materials and communications produced 

• Service levels provided to Practice Owners 

• Contribution to process improvements and automation initiatives 

• Ability to support wider Careplan project delivery 

• Stakeholder feedback 

The following qualifications are desirable, but not essential:  

• Experience in an administrative, coordination or operational support role 

• Experience supporting retail, service or subscription‑based propositions 

• Experience working within a veterinary or healthcare environment is a bonus 

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!