Client Support Centre Manager

About the Role

This is a fixed-term maternity cover position (12–18 months) offering a refreshing change of pace for a qualified veterinary surgeon. You’ll lead Goddard Veterinary Group’s Client Support Centre—a centralised hub that handles telephone and video consultations for the group’s 49 London sites, including three 24-hour hospitals. Based onsite in Woodford with a dedicated team of 13 support colleagues, you’ll work standard office hours (40 hours per week) with no weekend or bank holiday requirements, giving you genuine work-life balance.

The role blends clinical knowledge with people leadership and operational management. You’ll be stepping into a high-visibility position within an established, forward-thinking organisation that genuinely invests in its people. Woodford itself is a pleasant commute with excellent transport links—the office sits beside a church green with ample parking, close to Woodford underground station and local bus routes, or a 10-minute cycle if you prefer.

Key Responsibilities

• Lead and manage the CSC department, including performance management and operational oversight
• Provide clinical support and guidance to the CSC team on clinical queries
• Line manage the CSC Supervisor and Senior Call Handler, including HR matters for the team
• Monitor key performance indicators for phone data, chat data, and individual Call Handler metrics across the group
• Maintain relationships with Regional Managers, Head Vets, and branch colleagues
• Develop and manage projects and workstreams within the CSC department
• Lead the Central Dispensary trial in collaboration with the Managing Director and Clinical Director
• Provide ad hoc clinical support to branch staff as required

Requirements

• Qualified veterinary surgeon
• Strong leadership and people management skills
• Excellent communication abilities (written and verbal)
• Comfortable stepping away from hands-on clinical work for the duration of the contract
• Ability to utilise clinical knowledge in a non-clinical management context

Benefits

• Salary: £50,000–£70,000 per annum depending on experience
• 6.6 weeks annual leave (including bank holidays)
• Up to £2,000 CPD budget per annum plus up to 5 days paid CPD leave
• Private Medical Healthcare Insurance with Bupa
• £2,500 referral bonus for recruiting a vet or RVN to the group
• Fixed-term contract (12–18 months maternity cover)

About the Practice

Goddard Veterinary Group is one of London’s largest and most respected independent veterinary organisations. Founded in 1952, the group has grown to operate 44 neighbourhood practices, three 24-hour hospitals, its own nursing college, and an expanding Client Support Centre. The group is renowned for high clinical standards and excellent client care.

People matter at Goddard. Over 20% of staff have been with the group for 10+ years, and the organisation has consistently earned 5-star employee reviews on Indeed. All senior managers are Mental Health First Aid trained, wellness plans are offered to new starters, and a Colleague Forum ensures staff voices are heard. The group is forward-thinking with ongoing investments in clinic refurbishment and equipment, and the Client Support Centre itself was developed in-house to ease reception pressure across clinics and create more quality client consultation time.