Client Care Manager

Client Care Manager Full time – 38 hours per week £30,000 – £33,000 per annum depending on experience Based across five branches – Torbay and Teignbridge About Us Bay Vet Group is a thriving, independent, RCVS-accredited practice that has proudly served the South Devon community for over 50 years. We are passionate about delivering exceptional care to our patients and outstanding service to our clients—and we know that starts with our people. Our team is friendly, experienced and long-standing, with many team members choosing to stay with us for 5, 10, even 15+ years. That longevity reflects the supportive, inclusive environment we've worked hard to build—one where people feel valued, respected and able to grow. We are guided by our core values of communication, respect, teamwork, community, professional growth and high clinical standards. These aren't just words—they're lived every day across every part of the practice, shaping how we work together and how we care for our clients and their pets. Our culture is something we're genuinely proud of. About the Role Are you an experienced Client Care Advisor, receptionist or customer service professional ready for your next step? We are looking for a Client Care Manager to lead, support and develop our Client Care teams across all five Bay Vet Group branches throughout Torbay and Teignbridge. This is a varied, hands-on role that combines working alongside the Client Care teams with developing your management and leadership skills. Approximately 50% of your time will be spent working on reception as a Client Care Advisor, with the remaining time focused on supporting, managing and developing our teams across the practice. You don't need to have held a formal management position before. We're looking for someone with the right approach, values and potential, and we'll provide support and development to help you grow into the role. Regular travel between branches will be required to maintain visibility, consistency and effective communication across the Client Care function. In this varied and rewarding position, your responsibilities will include:

• Providing clear leadership and effective people management to Client Care Advisors across all branches.
• Supporting the recruitment, onboarding, training and development of Client Care team members.
• Managing and developing staff, including PDRs, performance, conduct, attendance and relevant people processes, in partnership with the People Manager.
• Supporting workforce planning, including holiday management and Client Care cover, in partnership with the Nursing Manager.
• Promoting consistent Client Care standards and a high-quality client experience across the Group.
• Monitoring service performance, identifying opportunities for improvement and helping implement effective processes and ways of working.
• Organising and facilitating regular Client Care meetings, supporting communication and following up on agreed actions.
• Working with the Managing Director, Branch Managers and relevant colleagues to resolve escalated client complaints and concerns.
• Championing the Client Care function and promoting a positive, cohesive and respectful team culture.
• Working in partnership with the People Manager and Data Protection Officer on relevant people, GDPR and confidentiality matters.
• Providing hands-on Client Care Advisor cover across our branches, delivering excellent service to clients and supporting the day-to-day operation of reception. About You We're looking for someone who shares our values, is passionate about excellent client care and is ready to take the next step in their career. Essential:
• At least 2 years' experience in a client/customer-facing environment.
• Proven track record of delivering excellent customer service.
• Excellent verbal and written communication skills.
• Excellent organisational, planning and time management skills, with attention to detail.
• Approachable, fair, supportive and able to build positive working relationships.
• Proactive approach to problem-solving and continuous improvement.
• Able to work effectively across multiple sites and manage competing priorities.
• Acts with integrity, holding self and others accountable.
• A good level of commercial awareness.
• Maintains confidentiality and handles sensitive issues with discretion.
• Good IT skills and confidence working with systems.
• Actively role models and promotes the Bay Vet Group's Values.
• Commitment to learning and professional development. Desirable:
• Previous experience in a veterinary practice.
• Experience of managing and developing people, including PDRs/1-2-1s and addressing performance, conduct or absence issues.
• Experience of recruitment, onboarding and managing annual leave.
• Previous experience of leading, supervising or managing a team.
• Experience of using customer feedback or performance information to improve service.
• Knowledge of GDPR and data protection. What You Can Expect from Us
• A £30,000 – £33,000 salary for 38 hours per week.
• A genuine opportunity to develop your leadership and people-management skills with support from our People Manager and wider Management Team.
• A varied role combining hands-on Client Care with leadership and development responsibilities.
• The opportunity to make a real difference to Client Care across five branches.
• A four-day working week.
• 4 weeks' annual leave plus bank holidays and an additional 8 hours for your birthday.
• Death in Service following successful completion of 6 months' probation.
• Private Medical Insurance following successful completion of 6 months' probation.
• Mileage paid when travelling between branches during the working day.
• Staff discount on veterinary treatments and products.
• A structured onboarding process plus regular opportunities for training and continuous professional development.
• Ongoing support, including wellbeing resources and access to external support services.