Careplan Support Executive
Reports to the Careplan Manager
Location: Handforth ( Tuesdays and Wednesdays in the office, the rest - WFH)
Overview:
Careplans play a crucial role in ensuring ongoing preventive pet healthcare and strong long‑term relationships between our practices and their clients. To support continued growth, consistency and operational excellence, we are recruiting a CareplanSupport Executive who will help ensure effective delivery of the Careplan proposition.
This role will sit in the Commercial Partnerships Team and will support Practice Owners by managing key administrative and analytical processes, liaising with third parties, maintainingaccurate documentation, and helping identify opportunities to improve or automate processes. The CareplanSupport colleague will be highly organised, proactive and able to manage competing priorities in a fast‑paced environment.
Key responsibilities for the role will be:
1. Owning day‑to‑day administrative and analytical processes supporting the Careplan proposition
2. Providing front‑line support for Practice Owners and teams, ensuring queries are resolved promptly and accurately
3. Working closely with key third parties critical to the Careplan proposition
4. Producing clear, concise materials including process guides, practice communications and support documents
5. Working cross‑functionally to maintain up‑to‑date documentation and ensure alignment across commercial, operations and support teams
6. Build and maintain a suite of Careplan performance reports to support decision making
7. Analyse practice and national-level Careplan data to identify risks and opportunities, turning raw data into actionable insights
8. Support forecasting and scenario modelling
9. Maintaining process accuracy and driving improvements through simplification or automation
10. Supporting delivery of change initiatives related to Careplan operations
11. Helping organise and coordinate stakeholder meetings, documentation and communication
12. Supporting the broaderteam with a range of tasks including mailbox management
Essential qualifications for the role are:
13. Strong organisational skills and the ability to manage multiple priorities
14. Strong analytical ability, with experience working with data to identify trends and generate insights
15. Proficiency in Excel and PowerPoint, with the ability to format and prepare clear materials and dashboards for non-technical audiences
16. Comfortable working with large data sets and translating these into clear actionable recommendations
17. Strong written and verbal communication skills
18. Ability to understand and follow current processes, and operate accurately within structured workflows
19. Confidence working with stakeholders across multiple teams, in particular Practice Owners
20. Proactive approach, with a drive to learn, improve and solve problems
21. Flexibility to operate effectively within a fast‑moving business and adaptability to evolving priorities
22. Resilience and a positive, professional attitude and when dealing with challenging situations
Measures of success:
23. Accuracy and timeliness of administrative and analytical processes
24. Suite of accuratereporting and dashboards builtad maintained
25. Quality of guides, materials and communications produced
26. Service levels provided to Practice Owners
27. Contribution to process improvements and automation initiatives
28. Ability to support wider Careplan project delivery
29. Stakeholder feedback
The following qualifications are desirable, but not essential:
30. Experience in an administrative, coordination or operational support role
31. Experience supporting retail, service or subscription‑based propositions
32. Experience working within a veterinary or healthcare environment is a bonus
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!