Senior Client Care Advisor

**Senior Client Care Advisor, with potential to appoint as Lead.**

**Salary**: up to £28,000 per year (full-time, 40 hours per week) depending on experience

Location: Altrincham Vets for Pets, WA14 5GR

Closing date: 19th September 2025

**Why join us**
- Be part of a practice that puts people at the heart of everything we do
- Work in a modern, newly extended practice with 5 consult rooms, 2 theatres and dedicated recovery spaces
- Enjoy a great Altrincham location with easy transport links and a vibrant local community

**About us**
We are a progressive practice with a passion for pets, people and innovation. Our expansion has given us more space to care for our growing patient base and better facilities for the team, including a dedicated study area and a large rest room.

Our close-knit team includes 2 Senior Client Care Advisors, one being our Client Care Administrator, followed by another 3 Client Care Advisors. Our clinical team consists of 4 full time vets, with a nursing team of 10, all supported by our proactive Practice Manager. We work closely together to deliver the best client journey and outstanding care while supporting each other every step of the way.

One thing that makes us different is that our Client Care team have dedicated call handling space away from the desk. This means our hosting role is entirely focused on welcoming and supporting clients in the practice, allowing for truly high-level customer service.

**About the role**
- Full-time, permanent role (40 hours per week)
- One in three Saturdays (9-5 or 10-6)

As a Senior Client Care Advisor, you will be the welcoming face of our practice and a vital link between clients and the clinical team.

If appointed at Lead level, you will also:

- Coach and mentor the Client Care team to deliver consistent, high-quality service
- Support rota planning and workflow management with the Practice Manager
- Act as the first point of contact for day-to-day queries within the Client Care team
- Help drive improvements in client communication and service delivery

**What we’re looking for**
- Proven face to face client service experience in a busy, customer-focused environment
- Strong communication skills: professional, confident and calm under pressure
- Leadership potential, with a coaching mindset to mentor and support colleagues
- Organised and able to multi-task with good attention to detail
- Positive, proactive and good at problem-solving
- Comfortable handling payments, insurance queries and client accounts
- Confident using IT systems
- Passionate about building relationships and improving client experience

**What we offer**
- Salary up to £28,000 (DOE, capped at £28,000)
- 4 weeks holiday plus bank holidays, rising to 5 weeks plus bank holidays after 2 years’ service
- 20% discount at Vets4Pets, Pets at Home and The Groom Room
- Retail discounts and cashback schemes
- Pension scheme
- Supportive training and career development opportunities — including progression towards Lead Client Care Advisor if that’s your goal, or the chance to start at Lead level if you’re already there

Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behavior’s, we want to hear from you.
- We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you_