We have an exciting opportunity for a Client Care Support Lead to join the team at Southfields.
The role plays a key role in ensuring the smooth and efficient running of the mixed support team. The role focuses on maintaining high standards of service for our referring vets, overseeing team performance against key service metrics, and supporting the Client Care Manager in driving continuous improvement across operations, training, and communication.
Key Responsibilities
Team Oversight
Lead and support the mixed support team (admin and telephones) to ensure KPIs are consistently achieved, including answering at least 75% of client calls within 5 rings.
Provide day-to-day guidance and motivation to maintain exceptional standards of client care and communication.
Performance Reporting
Analyse weekly telephone statistics, producing clear summaries for the Client Care Manager.
Contribute to monthly performance reviews, highlighting trends, successes, and areas for improvement.
Emergency Referral Management
Oversee emergency referrals with the goal that 100% are answered within 5 rings.
Foster a team mindset that the emergency phone is always the top priority, ensuring this is communicated effectively to clients.
Ensure all emergency referrals are accurately logged through the lost, declined, and emergency tracking spreadsheets.
Flag any delays or issues promptly to the Client Care Manager or SLT.
Client and Stakeholder Communication
Ensure the Client Care team delivers an exceptional service to referring vets.
Collaborate with the Business Relationship Manager to maintain and enhance service quality and professional relationships.
Training and Development
Support and deliver ongoing telephone and service training for the Client Care team.
Lead and contribute to team meetings, introducing initiatives that improve performance, engagement, and collaboration.
Support the professional growth and confidence of team members through coaching and feedback.
Administrative Oversight
Ensure administrative duties (including scanning and documentation) are completed accurately and on time.
Provide administrative support to the Client Care Manager as required to facilitate smooth operations
Success Measures
75% of client calls answered within 5 rings.
100% of emergency calls answered within 5 rings.
Positive feedback from referring vets and internal stakeholders.
Accurate, timely reporting and documentation.
Improved team performance, engagement, and communication.
Making an application
Please submit your CV. For further information, please contact ophelia.hinds@linnaeusgroup.co.uk
Closing date for applications is 21st November 2025
Benefits
- 5 weeks holiday plus bank holidays (pro-rata) and Birthday Leave
- RCVS and VDS fees paid
- External CPD funded
- Extensive free online Linnaeus CPD program
- Career progression opportunities
- 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 us
Southfields is a flagship Linnaeus hospital with a world-leading Oncology Service. It's a very exciting time to join a forward-thinking and highly motivated team that has the support of the Linnaeus Group, providing significant investment in innovative services, a contemporary state-of-the art working environment and commitment to personal and career development. With an excellent support team in place, you'll be able to concentrate on what you do best in a friendly and supportive practice with state-of-the-art facilities.
Located only 30 minutes by train from central London, within easy reach of the beautiful Essex countryside and coast, and extremely well located for international travel links by air and train.
At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to speak up, step up and deliver quality services. You’ll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best – care for pets.
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