Practice Operations Manager
19 hours ago
Heathfield
We are seeking a highly organised and proactive Practice Operations Manager to support the smooth and effective running of our veterinary practice. This is a pivotal role responsible for operational oversight, team leadership and client experience. The successful candidate will work closely with the senior leadership team to ensure high standards across all areas of the practice, from client care to internal systems and compliance. Key Responsibilities: Insurance & Clinical Administration • Manage and process insurance claims, ensuring all documentation is accurate and submitted promptly., • Liaise with insurers and ensure claims are supported with appropriate clinical evidence., • Apply veterinary knowledge to ensure correct treatments and medications are included. Team Leadership & Management: • Oversee the client care team., • Lead recruitment, onboarding, and induction processes., • Conduct performance management including appraisals, 1-2-1s, and PIPs., • Manage staff leavers and support team development. Culture & Team Wellbeing: • Foster a positive, supportive, and high-performing team culture, • Implement recognition and reward initiatives., • Organise team meetings, events, and team-building activities., • Promote wellbeing and engagement across the team. Operational Efficiency: • Ensure effective diary management and workflow across the practice., • Oversee locum coordination where required., • Maintain and update internal communication systems (e.g. Teams, daily huddles)., • Develop, review, and maintain SOPs., • Optimise use of practice management systems (Provet or similar). Compliance, IT & Data Security: • Support data protection compliance (GDPR) and privacy policies., • Monitor and report data breaches or near misses., • Oversee basic IT processes and cyber security awareness (e.g. phishing reporting)., • Ensure secure and efficient handling of client and practice data. Client Experience: • Oversee the end-to-end client journey and front-of-house standards., • Work collaboratively to ensure high-quality communication with clients., • Implement systems for follow-ups, reminders, and client communication templates., • Handle and resolve client complaints effectively., • Ensure consistency of messaging across the team., • Support compliance with CMA and RCVS requirements. Client Care Team Development: • Train, coach, and support client care staff., • Monitor call quality and conversion rates., • Support continuous improvement through feedback and coaching. Feedback & Service Quality: • Manage client feedback channels (reviews, surveys, Google reviews)., • Act on feedback to improve services and client satisfaction., • Ensure high standards of cleanliness, environment, and personalised care. About You: • Previous experience in a veterinary environment with management experience is essential., • Strong understanding of veterinary terminology, treatments, and insurance processes., • Proven experience in team leadership and people management., • Highly organised with strong attention to detail., • Excellent communication and interpersonal skills., • Confident managing multiple priorities in a fast-paced environment., • Experience with practice management systems (Provet and Vet Success) is desirable. What We Offer: • A supportive and collaborative working environment., • Opportunities to shape and improve practice operations., • Ongoing professional development., • Competitive salary and benefits package. How to Apply: Please submit your CV and a covering letter outlining your suitability for the role. We are committed to equal opportunities and welcome applications from all suitably qualified candidates.
