At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.
We are a multidisciplinary referral hospital based in Ringwood, Hampshire, offering a wide range of specialist services. We have recognised specialists in the fields of anaesthesia, cardiology, dermatology, internal medicine, oncology, neurology, orthopaedics, diagnostic imaging, spinal surgery, soft tissue surgery and an animal physiotherapy team.
At SCVS, we have the most advanced facilities, which you will not find in ordinary veterinary practices. This enables our specialists to offer the highest standard of veterinary care from admission through to discharge.
How You’ll Make a Difference
As Head Administrator, you will lead and support the Veterinary Client Accounts team in delivering an efficient, accurate, and client‑focused financial service to pet owners, insurers, and third parties. The role is responsible for overseeing day‑to‑day account operations, ensuring timely billing and payment processing, maintaining compliance with financial and regulatory requirements, and driving high standards of customer service and team performance within a veterinary practice environment. This is a full‑time role, working 40 hours per week Monday – Friday.
Key Responsibilities Include
* Lead, support, and develop the Client Accounts team through coaching, training, and performance management.
* Allocate workloads, monitor performance, and ensure service targets are achieved.
* Foster a positive, collaborative, and high‑performing team culture.
* Oversee invoicing, payments, reconciliations, and insurance transactions, ensuring accuracy and timeliness.
* Monitor aged debt and implement strategies to reduce outstanding balances.
* Manage complex account queries and ensure compliance with financial controls and procedures.
* Deliver a high standard of client communication across all channels.
* Handle escalated queries and complaints professionally and empathetically.
* Promote a compassionate, client‑focused approach aligned with veterinary care values.
* Monitor financial transactions and investigate discrepancies.
* Produce and analyse reports on debt levels and account performance.
* Support management in improving financial processes and operational efficiency.
* Identify and implement process improvements to enhance efficiency and service delivery.
* Support digitalisation initiatives and system enhancements.
* Ensure compliance with financial regulations, GDPR, and company policies.
* Maintain accurate, secure, and auditable financial records.
* Support audit requirements and uphold internal control standards.
You Might Be a Great Fit If
* Previous experience in accounts receivable, credit control, financial administration, or a similar role.
* Strong attention to detail, excellent organisational skills, and the ability to manage competing priorities and deadlines.
* Proficiency in financial systems, Microsoft Office (particularly Excel), and effective written and verbal communication.
Desirable Experience
* Experience within a veterinary, healthcare, or insurance‑based environment.
* Knowledge of insurance claims processes and practice management systems.
* Previous experience supervising, coaching, or leading a team.
How We’ll Support You
* A leadership role with responsibility for shaping client experience and team performance
* Clear career pathways with progression opportunities into client care management or practice leadership roles
* Ongoing learning and development to support leadership and professional growth
* A collaborative, values‑led culture focused on care, community, and continuous improvement
What We Offer Our Team
* 6.6 weeks' annual leave
* Additional annual leave for your birthday, which will be added to your holiday allowance
* Increasing annual leave accrued through length of service
* Enhanced family‑friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay
* Healthcare Cash Plan
* Cycle to Work scheme
* Learning and development opportunities via the inspiring vet care Academy
* Pension scheme
* Discounted staff pet care
* Voluntary benefits: choose from a range of benefits to suit you
* Access to discounts/cashback with hundreds of participating retailers
£0 - £0 a year
Up To £31,000 per year
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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