Lead Client Care Associate (Head receptionist) - Highgate

At Hello Vet, we’re not just opening a veterinary practice, we’re reimagining what veterinary care can be. We’re combining the best of innovation, compassion, and design to create a next-generation practice that delivers an unforgettable experience for pets, their people, and our team.

We're on the hunt for a trailblazing Lead Client Care Associate to help launch our stunning new practice and become the heartbeat of our client journey. If you’re a natural leader who lives to create outstanding experiences, thrives in fast-paced environments, and LOVES animals, this is your moment.

What You’ll Be Doing

• Leading with heart and purpose – inspire and manage a top-tier Client Care team across our amazing site and local satellites.

• Being the face and energy of Hello Vet – greeting clients, solving problems, and making each visit feel personal and effortless.

• Designing and refining our client journey

• Collaborating with our exceptional clinical team to deliver a seamless, elevated experience every single day.

• Harnessing technology to supercharge service, streamline operations, and wow our clients.

What We’re Looking For

• A seasoned pro with experience leading client care or reception teams, in a veterinary environment.

• A true people-person who can uplift a team, connect with clients, and juggle tasks with ease and warmth.

• Tech-savvy and solution-oriented – you see new systems as opportunities, not obstacles.

• Calm under pressure, endlessly kind, and always focused on making things better.

• Willing to flex your schedule to meet the needs of our growing, vibrant team – including weekends.

Why You'll Love Working With Us

• Be a founding team member in a truly groundbreaking practice.

• Join a team that’s as passionate about people as they are about pets.

• Thrive in a role that’s varied, meaningful, and full of growth opportunities.

• Be part of a culture that celebrates joy, compassion, and community.

• Equity within the business.

• Wellbeing support including, free snacks, Employee Assistance Programme (EPA) and mental health first aiders.

• Free veterinary care for your pets and cost-price medications/labs.

• We also offer private medical insurance coverage to support you looking after your health, not only your pets

Let’s Create Something Incredible – Together

This isn’t just a job. It’s your chance to shape the future of veterinary care – and have a blast doing it.

About the Role

As Client Care Lead, you will:

• Lead and inspire the Client Care team, creating a culture of honesty, professionalism and accountability

• Deliver a consistently outstanding client experience from first contact through to follow-up

• Devise, implement and continuously improve our end-to-end client journey

• Work closely with the clinical team to ensure seamless service delivery

• Embrace technology to enhance communication and operational efficiency

• Act as an ambassador for the HelloVet brand and values

  This is a varied role combining leadership, operational oversight, and hands-on client care both in-practice and virtually.

About You

We are looking for someone who:

• Has previous experience in a client care or reception leadership role 2 years (required)

• Has previous experience in veterinary industry 2 years (required)

• Demonstrates exceptional communication and interpersonal skills

• Leads by example with positivity, empathy and professionalism

• Is highly organised with strong administrative and IT skills

• Is confident managing performance, and team development

• Remains calm under pressure and handles sensitive situations with discretion

• Is proactive, solutions-focused and adaptable

• Thrives in a fast-paced, evolving environment

• Is passionate about pets and delivering outstanding service
  You will be self-motivated, resilient, and ready to help shape a new model of veterinary care.

What We Offer

• A leadership role in a progressive, tech-enabled veterinary practice

• The opportunity to shape and improve client experience from the ground up

• A collaborative, supportive and forward-thinking team

• Ongoing training and professional development

• Pay: £30,000.00-£36,000.00 per year