We’re partnering once again with a long-standing veterinary client to recruit a Customer Experience Manager — a people-first leader who can bring structure, confidence, and consistency to the client care function across two sites.
This is a carefully scoped leadership hire for someone who enjoys building strong teams, raising service standards, and creating a positive front-of-house environment during a period of change.
The role You’ll take ownership of a client care team of 12, leading them with warmth, clarity, and accountability. This is a visible, hands-on role with close support from senior leadership.
You’ll be responsible for:
- Leading, coaching, and developing a multi-generational client care team
- Rebuilding morale, confidence, and service standards
- Managing rotas, sickness absence, and performance fairly and consistently
- Creating structured training plans, skills matrices, and progression pathways
- Acting as the bridge between client care and clinical teams
- Handling complaints and service recovery with empathy and authority
- Proven people management experience in veterinary, healthcare, hospitality, retail, or another high-pressure service environment
- Confident handling change, conflict, and difficult conversations
- Empathetic, steady leadership style with the confidence to set expectations
- Comfortable being visible and hands-on while teams are rebuilt
- Veterinary experience is not essential — strong leadership is
- £35,000–£37,000 depending on experience
- 4 weeks holiday + bank holidays
- Pension, EAP, cycle-to-work scheme
- Structured onboarding and ongoing senior leadership support
- A genuine opportunity to make a lasting impact within a respected practice
Apply via The Animal People Recruitment Company or contact Katie Fletcher for a confidential discussion.
