Client Care

Department: Client Care & Administration
Location: Village Vets – Milton Hospital
Position Type: Permanent, Full-Time
Working Hours: 40 hours per week
Salary: £28,000 – £34,000 (DOE)

Village Vets with Milton Hospital is a fast-paced, 24-hour site supporting both general practice and an extensive out-of-hours service with over 30 referring practices feeding into us. Our Milton site is rapidly expanding, with increasingly complex cases and high client demand — making this a crucial leadership position.

We are looking for a proactive, strategic, and people-focused Client Care & Administration Manager to act as the essential link between our front-of-house, clients, referring practices, and clinical teams.

This is an exciting opportunity to step into a role that underpins the smooth running of the hospital, ensures exceptional client journeys, and drives operational excellence every day.

This role goes far beyond traditional reception or lead CCA duties. You will oversee the entire front-of-house function at Milton, ensuring the department runs seamlessly while supporting both clients and staff.

You will manage the Client Care Assistants and the Twilight Team, act as the first point of escalation for client or administrative issues, and ensure financial and insurance processes are robust and efficient.

In essence, this role is the bridge between clients, reception, and clinical teams — perfect for someone who thrives in a busy environment, sees problems before they arise, and takes ownership of operational challenges.

• Line management of the Client Care Assistants and the Twilight Team
• Daily oversight of staffing, performance, engagement and team support
• Driving team motivation, campaigns and initiatives (e.g., Pet Health for Life, Kinship)
• Ensuring consistent high standards of service across all client interactions

• Acting as the primary point of escalation for client concerns and line complaints
• Supporting clinical teams by coordinating client communication, updates and follow-ups
• Ensuring smooth client journeys from arrival to discharge
• Overseeing communication with referring practices

• Ensuring the smooth operation of all front-of-house processes
• Acting as the "on-the-ground" operational problem solver
  • e.g., resolving equipment issues, IT challenges, workflow gaps
• Ensuring a consistently safe, organised, and efficient working environment
• Overseeing supplies such as stationery and administrative equipment

• Full oversight of the direct claims and insurance administration process
• Ensuring financial compliance, accuracy and reporting at reception
• Managing complex insurance queries or client conversations

• Serving as the key bridge between reception and clinical teams
• Ensuring information flows accurately and efficiently across departments
• Supporting vets and nurses with administrative and client communication challenges

We need someone who is:

• Highly organised, proactive, and solutions-focused
• Able to lead, support and motivate a busy client care team
• Comfortable managing a high-volume, 24-hour hospital environment
• Operationally minded — spotting problems and fixing them before they escalate
• An excellent communicator who can handle complex conversations with empathy
• Experienced in client service, admin management or similar leadership roles

This is ideal for someone who has been a Lead CCA, senior administrator, or client care supervisor and is ready for the next step up.

This role offers genuine growth potential. As Milton Hospital continues to expand, there is a natural pathway toward a future Hospital Manager–level role.
You will become a crucial point of support across teams, shaping processes and helping steer the hospital as it grows.

(Using the same structure and benefits list from the previous adverts)

• 5 weeks holiday + bank holidays + birthday leave
• Enhanced family-friendly policies, including parental leave
• Extensive free online Linnaeus CPD programme
• Career progression opportunities across the group
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme
• Wellness programme including:
  • Employee Assistance Programme
  • Eyecare vouchers
  • Free annual flu jab
  • Cycle-to-work scheme
• Recruitment referral reward scheme