Client Care Manager- Concierge

Village Vet Hampstead  

 
You’ll join a passionate, supportive team with big ambitions, backed by the strength of Linnaeus, in a role where your impact will be felt every single day. 
 
Ready to lead the future of client care? 
Come and help us create something extraordinary at Village Vet Hampstead. 

Two Sites. One Vision. Outstanding Care. 
 
You will lead a client care team across two very different but equally vital environments: 
 
The Terrace at Village Vet – Opening Early 2026 
 
Our brand-new, forward-thinking site will redefine how clients experience veterinary care. This will be a:  • Deskless, phoneless, relationship-led practice 
• Focused on general practice and preventative healthcare 
• Delivering vaccinations, surgery, dental care and CT imaging 
 
Here, your role will be to: 
• Create a culture of warmth, presence and genuine human connection 
• Build deep, lasting relationships with our clients and community 
• Encourage your team to sit with clients, listen, and truly get to know them 
• Champion empathy, kindness and exceptional personalised care 
• Lead this new site into an era of outstanding client experience 
 
This is about human to human care, supported by smart systems that enhance, never replace, connection. 
 
 Our Hospital – Across the Road 
 
Our hospital will operate as an emergency and A&E-style site, supporting urgent and critical cases. 
 
Here, you will: 
• Lead and train the client care team in urgent triage (full training provided) 
• Ensure calm, compassionate and efficient handling of high-pressure situations 
• Be a vital bridge between clients and clinical teams at critical moments 
 
 The Role 
 
As Client Care Manager – Concierge, you will be a key member of the Senior Leadership Team, with real autonomy to shape this role and how client care is delivered. 
 
Your responsibilities will include: 
• Line management of the client care team across both sites 
• Being an active senior leader, contributing to strategic direction 
• Recruitment, inductions, training and ongoing development 
• Regular 1:1s and twice-yearly performance & development reviews 
• Creating rotas and ensuring effective cover 
• Leading on complaint handling with empathy and professionalism 
• Overseeing insurance processing and debt recovery 
• Gathering and acting on client feedback to continually improve our service 
• Tracking KPIs and delivering objectives set by the Practice Manager & Clinical Director 
• Strengthening communication between client care and clinical teams to improve relationships and efficiency 
• Training and supporting the team in urgent case triage at the hospital site 
• Driving continuous improvement in ways of working 
 
You’ll also have opportunities to: 
• Lead or contribute to large-scale projects across Village Vet and Linnaeus 
• Build strong networks with other Client Care Managers across the group 
• Co-design how this role evolves — with genuine autonomy in how your day runs 
 
This is a new and exciting role, created to reimagine how we care for the pets and people in our community. 
 
 About You – Non-Negotiables 
 
We are looking for someone who doesn’t just manage teams — but inspires people. 
 
You must be: 
✔ Exceptionally organised 
✔ An experienced line manager 
✔ From a previous customer-facing management background 
✔ Proactive, driven and solutions-focused 
✔ Warm, friendly and emotionally intelligent 
✔ Confident handling conflict and complaints 
✔ Comfortable challenging and improving ways of working 
✔ Adaptable and forward-thinking 
✔ A strong communicator who builds trust and morale 
✔ Someone who absolutely LOVES people 
 
If you thrive on connection, leadership and creating meaningful experiences, this role is for you. 
 
 What We Offer 
 
As part of the Linnaeus family, you’ll benefit from: 
• Competitive salary up to £41,200 DOE 
• 5 weeks’ holiday plus bank holidays and birthday leave 
• Employer pension contribution 
• Career development and progression opportunities 
• Staff pet care discounts 
• Enhanced sickness and family leave 
• Life assurance 
• Wellness Programme & Employee Assistance Programme 
• Cycle to work & eyecare schemes 
• Annual flu jab 
• Recruitment referral rewards 
 
…and the chance to be part of something truly special. 
  
Why Village Vet Hampstead? 
 
We believe: 
• Our community comes first 
• Empathy is as important as expertise 
• Leadership should empower 
• Innovation should always serve people 
• Work should feel meaningful 
 
You’ll join a passionate, supportive team with big ambitions — backed by the strength of Linnaeus and Mars — in a role where your impact will be felt every single day.