Client Care Manager (Fixed Term)

About the Role

Veterinary Specialists Scotland is seeking a confident and compassionate leader to take the helm of their Client Care and Client Services Accounts teams on a 12-month fixed-term contract. You’ll lead a dedicated team while overseeing the critical operations that keep a specialist referral hospital running smoothly—from client relationships and billing to accounts management and compliance.

Based in Livingston, you’ll work closely with senior leadership to refine processes, reduce complaints, and create a seamless client journey. This is a full-time role where your impact spans both people management and operational excellence within a leading specialist hospital.

Key Responsibilities

• Lead, coach and develop the Client Care and Administration teams, fostering a positive, inclusive and high-performing culture
• Provide constructive feedback and build strong, respectful working relationships with team members; recognise and celebrate good performance
• Oversee all client accounts processes, including debt management, insurance claims and payment plans
• Ensure accurate and timely billing and adherence to governance and GDPR requirements
• Review, develop and implement client service procedures, policies and standards to improve the client experience
• Provide clear insights and summaries of client activity to senior leadership, identifying opportunities for improvement
• Deliver agreed KPIs for Client Care and Accounts, with monthly reporting to the Operations Manager
• Support recruitment, onboarding, absence management and resourcing to meet hospital needs
• Promote colleague wellbeing and assist the Operations Manager with day-to-day hospital operations

Requirements

• Proven experience managing client-facing or administrative teams
• Strong organisational skills and financial awareness
• Excellent communication and interpersonal abilities
• Passion for delivering outstanding service while supporting and developing others
• Compassionate leadership approach with a focus on inclusive team culture

Benefits

• 5 weeks holiday plus bank holidays and Birthday Leave
• Extensive free online Linnaeus CPD programme
• Career progression opportunities within Linnaeus
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• Employer contribution pension scheme
• Comprehensive wellness programme including employee assistance, eyecare vouchers, free annual flu jab and cycle to work scheme
• Recruitment referral reward scheme

About the Practice

Veterinary Specialists Scotland is a leading specialist referral hospital within Linnaeus, part of Mars Veterinary Health—the largest family-owned veterinary company in the world. The practice is built on values of collaboration, kindness and clinical excellence, where specialist expertise and team support go hand in hand.

Part of a network of over 6,000 Linnaeus Associates, the practice offers access to specialists across the group, development opportunities and a commitment to creating a better world for pets and the people who care for them. The organisation prioritises inclusive culture, authentic teamwork and comprehensive support for both professional and personal wellbeing.