Client Care Lead



As one of the World’s leading small animal referral centres, we have been delivering pet healthcare for over 30 years. We have a great multi-disciplinary team led by internationally renowned specialists. We are now looking to expand our client care team and take on a permanent, full-time Client Care Lead to continue providing a great service to clients and their pets.

Working as a Client Care Lead is a busy and demanding role where a genuine concern for clients and their pets is of the utmost importance. The Client Care Lead is responsible for leading and inspiring our Client Care Associates, ensuring individual and group KPIs are achieved and overseeing the day to day running of the team. The right candidate will have previous leadership experience in a client facing role ideally within a veterinary practice. The ability to work under pressure and remain positive, professional, friendly, and helpful at all times is essential.

In order to give our clients a gold standard level of service, our client care team operates from 7 am – 11 pm 365 days a year. Successful candidates will be required to work one in four weekends and weekday shifts from 12 pm to 8 pm, including Bank Holidays on a rota system.

The successful candidate will:

  • Be highly motivated and well organised with the ability to work on their own initiative
  • Have previous leadership experience
  • Have a friendly, welcoming, and professional manner with excellent interpersonal skills both in person and on the phone
  • Demonstrate knowledge of a range of IT skills including email and Microsoft packages
  • The ability to multitask under pressure whilst maintaining a high level of accuracy and quality of work
  • Can support and communicate effectively with clients, vet professionals, and fellow associates
  • Have a calm manner with the ability to cope with challenging situations
  • Be a team player with the ability to establish positive working relationships
Why Willows?

We are a state-of-the-art, leading-edge veterinary centre service recognised within the veterinary industry for being at the forefront of Specialist care for pets. We pride ourselves on our commitment to excellence in every aspect of the service and care we offer to pets, clients, referring practices and each other.

Our friendly and dedicated team are on hand with a warm and supportive welcome to all new associates!


Professional Perks

  • Salary -£23,000 per annum
  • 25 days holiday per year pro-rata (Plus Public Holidays)
  • A day off on your Birthday
  • Employee Assistance programme
  • Access to our Wellbeing Room
  • Free hot and cold drinks
  • Once a month we celebrate our team with food treats
  • Fresh free fruit offered to all staff weekly
  • Cycle to work scheme

Closing Date

The closing date for applications is Monday 7th June 2021

Interviews for the positions will be held on

Find Out More

If you would like to find out more about the Client Care Lead please contact:

Nicholas Mills, Head of Client Experience: Nicholas.Mills@willows.uk.net

Tinderjit Khatkhar, HR Business Partner: Tinderjit.Khatkhar@willows.uk.net

or call 0121 712 7070

For the full job description please see below -

To Apply

To apply for the position please include a covering letter of intent and your current CV to Nicholas Mills careers@willows.uk.net or via post to:

Willows Veterinary Centre and Referral Service
Highlands Road
West Midlands
B90 4NH.