Customer Care Manager

Location
PetPeople Vets –
East Sheen & Richmond

Salary
£32,000–£36,000

Hours
Full-time, 40 hours per week, approximately 1 in 3 weekends with TOIL

Great customer care is at the heart of PetPeople. We’re looking for someone to lead it.

We’re looking for an experienced, approachable and highly organised Customer Care Manager to lead our Customer Care team and take ownership of the customer experience across PetPeople.

This is much more than managing a reception desk.

From an excited new puppy on their first visit, to supporting a worried owner when their pet is unwell, to the relationships that develop with families over many years, our Customer Care team plays a huge part in how people feel about PetPeople.

You’ll lead from the front, working alongside the team and our customers, while improving systems, developing people and making sure every interaction with PetPeople feels warm, personal, clear and professional.

Treat jar included!

About PetPeople

PetPeople is a growing, independent veterinary practice with clinics in East Sheen and Richmond. We created PetPeople to do things differently – combining excellent veterinary medicine with thoughtful communication and a genuinely personal customer experience. As we grow, we want that experience to get even better. That’s where you come in.

The Role

You’ll take ownership of customer care across PetPeople, leading and developing our Customer Care team while staying closely involved in the day-to-day running of our clinics. You’ll be responsible for:

  • Leading and developing the team – setting clear standards, coaching, training, onboarding and conducting regular check-ins and performance reviews.

  • Owning the customer journey – continually improving everything from the first phone call and welcome through to follow-up, payment and ongoing care.

  • Leading from the front – regularly working alongside the team across reception, phones, email and face-to-face customer care.

  • Making things work better – spotting problems, improving processes and finding creative ways to improve our reception areas, customer flow and communication.

  • Managing feedback – confidently handling customer concerns and complaints, and helping us learn from them.

  • Managing the team rota – including holidays, attendance, weekend cover and day-to-day staffing.

  • Supporting practice growth – working with our marketing team, local businesses and veterinary practices, and helping with community events and initiatives.

About You

We’re looking for someone who genuinely enjoys people, leadership and great service. You’ll be warm and approachable, but also confident setting standards and holding people accountable. You’ll be organised, proactive and calm under pressure, with the ability to keep the human touch even when things get busy.Ideally, you’ll have:

  • Experience leading or supervising a customer-facing team.

  • Excellent communication and people skills.

  • Strong organisation and attention to detail.

  • Confidence handling difficult or sensitive conversations.

  • A passion for developing people and improving customer experience.

  • Good computer skills and the confidence to learn new systems.

  • A hands-on attitude and willingness to work alongside your team.

Experience in veterinary practice, healthcare, hospitality or another customer-focused environment would be helpful, but the right attitude, leadership style and mindset matter more to us. And you’ll need to be comfortable around animals – there tend to be quite a few of them here.

Happy people make happy pets.

What we offer:

  • £32,000–£36,000, depending on experience.

  • A key management role in a growing independent veterinary practice.

  • Real opportunity to shape how we look after our customers.

  • A supportive, friendly team with regular socials.

  • 20 days’ annual leave plus Bank Holidays.

  • An extra day off for your birthday.

  • Approximately 1 in 3 weekends, with time back in lieu.

  • Cycle to Work scheme.

  • Opportunities to develop your management and leadership skills.

  • A gorgeous work environment (we’ve even got a proper coffee machine)

  • Lots and lots of puppies

Interested?

If you’re a great people leader who wants to make a visible difference to customers, pets and a growing independent veterinary practice, we’d love to hear from you.
Please send your CV and a short covering note telling us why you’re interested in the role to team@petpeople.vet.

Apply now