Client Care Team Leader (Reception Team Leader)

About the Role

Cromwell Vets, part of Linnaeus and Mars Veterinary Health, is seeking an experienced Reception Team Leader to join their Huntingdon practice. This is a full-time, permanent position working 40 hours per week, offering the chance to lead by example in a practice with an exceptional track record of staff loyalty and clinical excellence.

You’ll be stepping into a leadership role at a practice that’s been serving Cambridgeshire’s pets for over a century. The team here is renowned for their long service—many clinical staff have stayed throughout their entire careers, and reception colleagues have been with Cromwell for 20+ years. This speaks volumes about the supportive, values-driven culture you’d be joining. Your role will be to maintain and enhance that standard, setting the bar for client care across multiple branches while fostering positive relationships with clients, colleagues, and partner businesses.

This is ideal for someone who thrives on making a meaningful impact in a workplace that genuinely values their contributions and leadership.

Key Responsibilities

• Monitor and respond to client feedback proactively, implementing suggestions to continuously improve service delivery
• Define, develop, and communicate clear client service standards across the reception team to ensure consistent excellence at every touchpoint
• Demonstrate positive leadership to motivate staff, boost morale, and lead by example in client engagement
• Build and nurture strong client relationships, showing empathy and facilitating outstanding service quality
• Maintain a professional reception presence, engaging warmly with clients and their pets
• Ensure all team members follow your lead in delivering relationship-focused, high-standard client care
• Handle customer complaints swiftly and efficiently, delegating to the appropriate person where needed
• Enforce housekeeping and presentation standards, ensuring the reception team upholds professional appearance and conduct
• Cover shifts flexibly across all Cromwell Vets branches as required

Requirements

• Proven leadership experience
• Valid UK driving licence and flexibility to cover multiple branch locations
• Strong administration and organisation skills
• Prior reception or client care experience
• Cash handling and till operation competency
• Proficiency with Microsoft Word, Excel, and Outlook as a minimum
• Experience working in veterinary practice or similar client-facing environment (desirable but not essential)

Benefits

• 5 weeks holiday plus bank holidays and Birthday Leave
• Career progression opportunities within Linnaeus group
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme
• Wellness program including: Employee assistance program, Eyecare voucher scheme, Free annual Flu jab, Cycle to work scheme
• Recruitment referral reward scheme

About the Practice

Cromwell Vets has been providing exceptional veterinary care and compassion to Cambridgeshire pets for over 100 years. The practice is immensely proud of its 24-hour care provision and its team—a distinction evidenced by the remarkable tenure of its staff. Most clinical team members have worked there since graduation, and many reception and admin colleagues have been with the practice for two decades or more. This longevity is a defining success factor and speaks to the supportive, values-driven culture.

Cromwell Vets operates as part of Linnaeus and Mars Veterinary Health, the world’s largest family-owned veterinary company. This partnership allows the practice to be purpose-driven rather than profit-focused, with access to a network of 6,000+ associates, worldwide development opportunities, and a comprehensive wellbeing package prioritising physical and mental health. Linnaeus is committed to an inclusive, diverse culture where excellence and the mission to create a better world for pets drive everything the team does.