Lead Client Care Associate (Head receptionist)

AtHello Vet, we're not just opening a veterinary practice, we'rereimaginingwhat veterinary care can be. We're combining the best of innovation, compassion, and design to create anext-generation practicethat delivers an unforgettable experience for pets, their people, and our team.

We're on the hunt for a trailblazing Lead Client Care Associate to help launch our stunning new practice and become the heartbeat of our client journey. If you're a natural leader who lives to create outstanding experiences, thrives in fast paced environments, and LOVES animals, this is your moment.

What You'll Be Doing

• Leading with heart and purpose- inspire and manage a top tier Client Care team across our amazing site and local satellites.
• Being the face and energy of Hello Vet - greeting clients, solving problems, and making each visit feel personal and effortless.
• Designing and refining our client journey.
• Collaborating with our exceptional clinical team to deliver a seamless, elevated experience every single day.
• Harnessing technology to supercharge service, streamline operations, and wow our clients.

What We're Looking For

• A seasoned pro with experience leading client care or reception teams, in a veterinary environment.
• A true people person who can uplift a team, connect with clients, and juggle tasks with ease and warmth.
• Tech savvy and solution oriented- you see new systems as opportunities, not obstacles.
• Calm under pressure, endlessly kind, and always focused on making things better.
• Willing to flex your schedule to meet the needs of our growing, vibrant team - including weekends.

Why You'll Love Working With Us

• Be a founding team member in a truly groundbreaking practice.
• Join a team that's as passionate about people as they are about pets.
• Thrive in a role that's varied, meaningful, and full of growth opportunities.
• Be part of a culture that celebrates joy, compassion, and community.
• Equity within the business.
• Wellbeing support including free snacks, Employee Assistance Programme (EPA) and mental health first aiders.
• Free veterinary care for your pets and cost price medications/labs.
• We also offer private medical insurance coverage to support you looking after your health, not only your pets.

Let's Create Something Incredible - Together

This isn't just a job. It's your chance to shape the future of veterinary care- and have a blast doing it.

About the Role

• Lead and inspire the Client Care team, creating a culture of honesty, professionalism and accountability.
• Deliver a consistently outstanding client experience from first contact through to follow up.
• Devise, implement and continuously improve our end to end client journey.
• Work closely with the clinical team to ensure seamless service delivery.
• Embrace technology to enhance communication and operational efficiency.
• Act as an ambassador for the HelloVet brand and values. This is a varied role combining leadership, operational oversight, and hands on client care both in practice and virtually.

About You

• Has previous experience in a client care or reception leadership role 2 years (required).
• Has previous experience in veterinary industry 2 years (required).
• Demonstrates exceptional communication and interpersonal skills.
• Leads by example with positivity, empathy and professionalism.
• Is highly organised with strong administrative and IT skills.
• Is confident managing performance, and team development.
• Remains calm under pressure and handles sensitive situations with discretion.
• Is proactive, solutions focused and adaptable.
• Thrives in a fast paced, evolving environment.
• Is passionate about pets and delivering outstanding service. You will be self motivated, resilient, and ready to help shape a new model of veterinary care.

What We Offer

• A leadership role in a progressive, tech enabled veterinary practice.
• The opportunity to shape and improve client experience from the ground up.
• A collaborative, supportive and forward thinking team.
• Ongoing training and professional development.
• Pay: £30,000.00 £36,000.00 per year.