Veterinary Support Services Manager: Leadership Opportunity

4 weeks ago


Burford, United Kingdom Blue Cross Full time

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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