Client Care Lead

Are you an ambitious leader ready to make a real impact in a dynamic veterinary practice? Altrincham Vets for Pets are seeking a Client Care Lead who can inspire and uplift our team, driving exceptional client experiences while bringing fresh, forward-thinking ideas to the table. If you thrive on leadership, innovation, and delivering top-notch care, this is your chance to shape the future of our client services and help our practice flourish.

Salary: up to £28,000 per year (full-time, 40 hours per week) depending on experience

Location: Altrincham Vets for Pets, WA14 5GR

Closing date: 26th of January 2026 

Why join us?

• Be part of a practice that puts people at the heart of everything we do.
• Join a no-blame team that values transparency, growth, and well-being.
• Work in a modern, newly extended practice with 5 consult rooms, 2 theatres, and dedicated recovery spaces.
• Enjoy a great Altrincham location with easy transport links and a vibrant local community.

About us
We are a progressive practice with a passion for pets, people and innovation. Our expansion has given us more space to care for our growing patient base and better facilities for the team, including a dedicated study area and a large rest room.

Our close-knit team includes 2 Senior Client Care Advisors, one being our Client Care Administrator, followed by another 3 Client Care Advisors. Our clinical team consists of 4 full time vets, with a nursing team of 8, all supported by our proactive Practice Manager. We work closely together to deliver the best client journey and outstanding care while supporting each other every step of the way.

One thing that makes us different is that our Client Care team have dedicated call handling space away from the desk. This means our hosting role is entirely focused on welcoming and supporting clients in the practice, allowing for truly high-level customer service.

About the role
This is a full time role (40 hours per week), including 1 in 3 Saturdays working either 9am to 5pm or 10am to 6pm.

As a Client Care Lead, you will be the welcoming face of our practice and a vital link between clients and the clinical team. You will also:

• Coach and mentor the Client Care team to deliver consistent, high-quality service
• Support rota planning and workflow management with the Practice Manager
• Act as the first point of contact for day-to-day queries within the Client Care team
• Help drive improvements in client communication and service delivery

What we’re looking for

• Proven face-to-face client service experience in a busy, customer-focused environment
• Experience in a fast-paced leadership role, such as retail or hospitality, would be beneficial
• Strong communication skills: professional, confident, and calm under pressure
• Leadership experience with a coaching mindset to mentor colleagues and guide the team
• Organised, able to multitask, and attentive to detail
• Positive, proactive, and strong at problem-solving
• Comfortable handling payments, insurance queries, and client accounts
• Confident using IT systems
• Passionate about building relationships and improving client experience

What we offer
We offer a competitive salary of up to £28,000 per year, depending on experience, with four weeks’ holiday plus bank holidays, rising to five weeks plus bank holidays after two years’ service. You’ll also enjoy a 20% discount at Vets4Pets, Pets at Home, and The Groom Room, alongside retail discounts and cashback schemes. In addition, we provide a pension scheme and supportive training and career development opportunities to help you grow with us.

Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviour’s, we want to hear from you.

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. 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!