Make a difference every day with PDSA About Us Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship. We’re now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we'll build a stronger organisation to ensure our services help those who need us most for the next hundred years. If you're ready to make a real difference and be part of a team that's creating positive change, we want you to join us. Let's build a brighter future for pets and their owners, together. About you We’re looking for a Client Services Manager to lead our reception teams across two PDSA sites: Edmonton Green (N9 9AA) – 3 days per week Hendon (NW4 4JU) – 2 days per week This role involves regular travel between both locations, so flexibility and confidence working across multiple sites is essential. You’ll manage a team of 10 receptionists who provide cover 7 days a week, ensuring high standards of customer service are delivered consistently, both in person and remotely. This is a diverse, hands-on role where you’ll shape the client experience, support your team, and make sure every visitor feels welcomed, listened to and supported. Alongside line management, you’ll also take responsibility for key health and safety tasks, helping to maintain a safe, compliant and well-organised environment for colleagues, clients and pets. Your responsibilities will include: Leading and developing the reception team across two sites Managing staff both in person and remotely Maintaining excellent customer service standards Handling and resolving client issues confidently and professionally Improving the client journey and communication processes Overseeing client-facing administration and risk assurance Managing health and safety responsibilities within the hospitals Building positive relationships within the local community You’ll work closely with clinical colleagues to ensure our hospitals run smoothly, compassionately and efficiently. About you We are looking for a confident, empathetic leader who thrives in a busy, client-facing environment and can handle challenges calmly and professionally. You’ll bring: Experience managing teams in a busy customer-focused setting Confidence leading people both in person and remotely Strong problem-solving and communication skills The ability to deal with a wide range of client situations Good IT skills, including Microsoft Office Excellent organisation and attention to detail Experience in a veterinary environment is desirable but not essential – full training will be provided. Most importantly, you’ll share our values and passion for supporting people and pets when they need us most. Rewards, support and benefits We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them. As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including: 25 days’ holiday plus Bank Holidays, with option to buy or sell an extra five days. Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually. Generous pension options, with PDSA contributions starting at 5% and rising to 10%. Life assurance providing four times your annual salary for added peace of mind. AXA Health Employee Assistance Programme, with 24/7 wellbeing support Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform. Enhanced maternity, paternity and adoption leave to support you and your family. 15% discount on PDSA Pet Insurance plus access to staff veterinary services. To apply for this role, click Apply Now at the top of the page, create a candidate account and complete our simple application form. PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds. If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process. We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect. To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.