Veterinary Support Services Manager: Leadership Opportunity
4 weeks ago
About the Role:
We are seeking an experienced Manager to lead our Veterinary Support team in a challenging and emotionally demanding environment. As a key member of our Blue Cross team, you will oversee the management of the vet care fund and pet care clinic helpdesks, ensuring excellent service standards.
Key Responsibilities:
- Lead and support the Veterinary Support team, fostering a positive and collaborative working environment.
- Develop and improve processes and systems within the team, ensuring tools are fit for purpose, enhance team efficiencies and allow for expansion of key initiatives within the Veterinary Support team.
- Oversee the management of the vet care fund and pet care clinic helpdesks, ensuring excellent service standards.
- Handle service administration, ensuring the smooth and efficient operation of all related tasks.
- Regularly review and update Veterinary Support policies and procedures to maintain best practice.
- Collaborate with other teams to develop and deliver client training, raising awareness of our services.
- Monitor clinic and grant income/expenditure, ensuring financial accuracy.
- Ensure the timely processing of purchase orders and invoices.
- Contribute to the development of the Veterinary Support strategy and help manage the team's budget.
- Oversee the client registration process for our four animal hospitals.
- Assist with recruiting partner practices and managing relationships with them.
- Manage client complaints, ensuring they are addressed swiftly and fairly.
- Work alongside volunteer teams to enhance support and delivery of services.
- Implement and manage an annual audit process for partner practices.
- Collaborate with other departments on cross-functional projects, helping to shape Blue Cross's wider strategy.
About You:
We are looking for someone with a proven track record in team management, and a focus on process improvement. Client-facing experience, especially in a highly responsive or emotionally sensitive environment, will stand you in good stead. A genuine passion for animal welfare is highly valued, and your ability to inspire and support your team to deliver consistently high service standards will be key.
Essential Qualifications:
- Experience working across multiple business functions, including operations, finance, and marketing.
- Proficiency in Microsoft Office (Excel, Outlook, Word).
- Experience in a client-focused and/or administrative environment.
- Demonstrable experience of reviewing processes and systems.
- Demonstrable experience in line management.
- Experience of managing budgets.
- Experience of working with a range of individuals at all levels of the organisation.
- Understanding and application of Blue Cross values.
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