Client Care Lead, Warrington

Beech House Veterinary Hospital is looking for a Client Care Lead to join our growing team. This is a fantastic opportunity for someone passionate about customer service, leadership and working within a busy veterinary environment.

About Us

At Beech House, our philosophy is simple: we treat our patients as if they were our own and our clients as we would wish to be treated ourselves. We are proud to be an RCVS-accredited practice, open 7 days a week, with on-site overnight hospitalisation and a dedicated night team.

You’ll be joining us at an exciting time as we expand and refurbish our premises. Our friendly team currently includes 7 vets, 18 nursing colleagues and 9 receptionists/administrators, all committed to delivering outstanding care.

The Role

As Client Care Lead, you will take responsibility for the smooth and professional running of our front-of-house services. You will lead, coach and develop the Reception Team to deliver exceptional customer care while providing vital administrative support to our clinical teams.

This position follows a rota which includes alternate weekend shifts.

Key Responsibilities

• Lead, manage and motivate the front-of-house team, including receptionists and stock control personnel
• Drive continuous improvement in the Beech House client experience
• Handle and resolve client care issues and complaints effectively
• Recruit, train and support the development of Reception Team members
• Conduct appraisals and return-to-work interviews, with Practice Manager support
• Oversee reception rotas, holiday cover and sickness absence
• Support the reduction of client debt alongside the Senior Receptionist
• Oversee insurance claims, including pre-authorisations and direct claims
• Promote the Pet Health Plan and seasonal campaigns to clients
• Work with marketing teams to promote the practice locally
• Attend leadership meetings and contribute to service improvement through reporting

Actively working as part of the team duties will also include:

• Greeting clients warmly and professionally
• Managing phone and in-person enquiries, including triaging urgent calls
• Booking appointments to support smooth clinical workflows
• Registering clients, updating records and processing payments
• Supporting clients with insurance queries, vaccinations and parasite treatment advice

About You

We’re looking for someone who thrives in a fast-paced environment and leads by example.

Essential skills and experience:

• Previous administrative experience
• Experience leading or supervising a team
• Strong IT skills, including Microsoft Office and Outlook
• Excellent organisation, attention to detail and communication skills

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