Since its launch in 2023, the Blue Cross Veterinary Care Fund has been a lifeline for many pet owners struggling with the costs of veterinary care, especially during the current cost-of-living crisis. The Veterinary Support team plays a crucial role in managing and coordinating this essential service, ensuring that Blue Cross continues to provide high-quality support for those who need it most.As our Support Services Manager, Veterinary (internally this role is known as Veterinary Support Manager) you will be leading the Veterinary Support team, ensuring the continued success of the Veterinary Care Fund and maintaining our high standards of customer service. You will help shape the development and delivery of our services, making a real impact on both the team and the pets we care for by overseeing veterinary support processes, systems and development opportunities which streamline workflows, increase efficiency and allow for scalability in the team. A Glimpse into Your Role:
1. Lead and support the Veterinary Support team, fostering a positive and collaborative working environment.
2. Ensure compliance with Blue Cross policies and procedures across the team and our services.
3. Develop and improve processes and systems within the team, ensuring tools are fit for purpose, enhance team efficiencies and allow for expansion of key initiatives within the Veterinary Support team.
4. Oversee the management of the vet care fund and pet care clinic helpdesks, ensuring excellent service standards.
5. Handle service administration, ensuring the smooth and efficient operation of all related tasks.
6. Regularly review and update Veterinary Support policies and procedures to maintain best practice.
7. Collaborate with other teams to develop and deliver client training, raising awareness of our services.
8. Monitor clinic and grant income/expenditure, ensuring financial accuracy.
9. Ensure the timely processing of purchase orders and invoices.
10. Contribute to the development of the Veterinary Support strategy and help manage the team’s budget.
11. Oversee the client registration process for our four animal hospitals.
12. Assist with recruiting partner practices and managing relationships with them.
13. Manage client complaints, ensuring they are addressed swiftly and fairly.
14. Work alongside volunteer teams to enhance support and delivery of services.
15. Implement and manage an annual audit process for partner practices.
16. Collaborate with other departments on cross-functional projects, helping to shape Blue Cross’s wider strategy.
About you:
This role can be both high-pressure and emotionally charged due to the nature of the work we do and the challenges our clients face. As such, we are looking for someone who remains calm under pressure, handles emotionally intense situations with empathy, and has the ability to manage complex, sometimes urgent, issues in a fast-paced environment.
You’ll need strong organisational, administrative, and leadership skills, with an ability to prioritise tasks and manage multiple responsibilities while meeting deadlines. Your ability to communicate effectively will be essential in building relationships with stakeholders and leading your team with confidence and compassion.We’re looking for someone with a proven track record in team management, and a focus on process improvement. Client-facing experience, especially in a highly responsive or emotionally sensitive environment, will stand you in good stead. A genuine passion for animal welfare is highly valued, and your ability to inspire and support your team to deliver consistently high service standards will be key.Above all, you should feel comfortable and capable of navigating a challenging and emotionally demanding environment while maintaining focus and delivering results. Essential Qualifications, Skills, and Experience
17. Experience working across multiple business functions, including operations, finance, and marketing.
18. Proficiency in Microsoft Office (Excel, Outlook, Word).
19. Experience in a client-focused and/or administrative environment.
20. Demonstrable experience of reviewing processes and systems.
21. Demonstrable experience in line management
22. Experience of managing budgets
23. Experience of working with a range of individuals at all levels of the organisation
24. Understanding and application of Blue Cross values.
Desirable Qualifications, Skills, and Experience
25. Experience within the charity and/or animal welfare sector.
26. Experience of supervising volunteers.
27. Experience of process mapping and improvements
Please note: This is a hybrid role, with 2 days per week based in our office in Burford, OX18 4PF, and 3 days working remotely. As the role requires time in the office, we are unable to consider applications for fully remote working. While public transport to our office is limited, we have plenty of free on-site parking, and we recommend commuting by car for your convenience. How to apply
Click the apply button below and complete the online application process before the closing date on Wednesday 20 November 2024.
We reserve the right to close this vacancy early should we receive an overwhelming response.
What happens next We will be in contact as soon as possible after the closing date with the outcome of your application. If you are shortlisted, we will arrange an interview for either 25th November or 2nd December 2024.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it weren’t for their amazing efforts and commitment, we wouldn’t be able to make the difference that we do today. In return, we want to provide you with the best working environment we can.
With a wide range of perks aimed at enhancing your life both inside and outside of work, you'll
thrive in a supportive and rewarding environment.
Our generous benefits package includes:
28. 38 days per year, increasing to 43 with service (including bank holidays). For part-time roles and fixed term contracts, holiday entitlement is calculated pro-rata.
29. Pension scheme with enhanced employer contribution
30. Life assurance
31. Unlimited access to an employee assistance programme
32. Programmes for physical and mental wellbeing support
33. Free access to GP via MetLife
34. Recognition scheme
35. Annual volunteer days
36. Claim for professional fees
37. Charity worker discounts across a variety of retailers.
We want you to feel valued and supported throughout your career with us. For more details on our benefits and to see how we invest in our team, visit the page on our website. {"htmlString":"div\n!Since its launch in 2023, the Blue Cross Veterinary Care Fund has been a lifeline for many pet owners struggling with the costs of veterinary care, especially during the current cost-of-living crisis. The Veterinary Support team plays a crucial role in managing and coordinating this essential service, ensuring that Blue Cross continues to provide high-quality support for those who need it most./divdiv\n! /divdiv\n!As our Support Services Manager, Veterinary (internally this role is known as Veterinary Support Manager) you will be leading the Veterinary Support team, ensuring the continued success of the Veterinary Care Fund and maintaining our high standards of customer service. /divdiv\n! /divdiv\n!You will help shape the development and delivery of our services, making a real impact on both the team and the pets we care for by overseeing veterinary support processes, systems and development opportunities which streamline workflows, increase efficiency and allow for scalability in the team. /divdiv\n! /divdiv\n!strongA Glimpse into Your Role:/strong\n/divul\nli\n!Lead and support the Veterinary Support team, fostering a positive and collaborative working environment./li\nli\n!Ensure compliance with Blue Cross policies and procedures across the team and our services./li\nli\n!Develop and improve processes and systems within the team, ensuring tools are fit for purpose, enhance team efficiencies and allow for expansion of key initiatives within the Veterinary Support team./li\nli\n!Oversee the management of the vet care fund and pet care clinic helpdesks, ensuring excellent service standards./li\nli\n!Handle service administration, ensuring the smooth and efficient operation of all related tasks./li\nli\n!Regularly review and update Veterinary Support policies and procedures to maintain best practice./li\nli\n!Collaborate with other teams to develop and deliver client training, raising awareness of our services./li\nli\n!Monitor clinic and grant income/expenditure, ensuring financial accuracy./li\nli\n!Ensure the timely processing of purchase orders and invoices./li\nli\n!Contribute to the development of the Veterinary Support strategy and help manage the team’s budget./li\nli\n!Oversee the client registration process for our four animal hospitals./li\nli\n!Assist with recruiting partner practices and managing relationships with them./li\nli\n!Manage client complaints, ensuring they are addressed swiftly and fairly./li\nli\n!Work alongside volunteer teams to enhance support and delivery of services./li\nli\n!Implement and manage an annual audit process for partner practices./li\nli\n!Collaborate with other departments on cross-functional projects, helping to shape Blue Cross’s wider strategy./li\n/uldiv\n!strongAbout you: /strong\n/divdiv\n! brThis role can be both high-pressure and emotionally charged due to the nature of the work we do and the challenges our clients face. As such, we are looking for someone who remains calm under pressure, handles emotionally intense situations with empathy, and has the ability to manage complex, sometimes urgent, issues in a fast-paced environment./divdiv\n!brYou’ll need strong organisational, administrative, and leadership skills, with an ability to prioritise tasks and manage multiple responsibilities while meeting deadlines. Your ability to communicate effectively will be essential in building relationships with stakeholders and leading your team with confidence and compassion./divdiv\n! /divdiv\n!We’re looking for someone with a proven track record in team management, and a focus on process improvement. Client-facing experience, especially in a highly responsive or emotionally sensitive environment, will stand you in good stead. A genuine passion for animal welfare is highly valued, and your ability to inspire and support your team to deliver consistently high service standards will be key./divdiv\n! /divdiv\n!Above all, you should feel comfortable and capable of navigating a challenging and emotionally demanding environment while maintaining focus and delivering results./divdiv\n! /divdiv\n!strongEssential Qualifications, Skills, and Experience/strong\n/divul\nli\n!Experience working across multiple business functions, including operations, finance, and marketing./li\nli\n!Proficiency in Microsoft Office (Excel, Outlook, Word)./li\nli\n!Experience in a client-focused and/or administrative environment./li\nli\n!Demonstrable experience of reviewing processes and systems./li\nli\n!Demonstrable experience in line management/li\nli\n!Experience of managing budgets/li\nli\n!Experience of working with a range of individuals at all levels of the organisation/li\nli\n!Understanding and application of Blue Cross values./li\n/uldiv\n!strongDesirable Qualifications, Skills, and Experience/strong\n/divul\nli\n!Experience within the charity and/or animal welfare sector./li\nli\n!Experience of supervising volunteers./li\nli\n!Experience of process mapping and improvements/li\n/uldiv\n!strongPlease note:/strong This is a hybrid role, with 2 days per week based in our office in Burford, OX18 4PF, and 3 days working remotely. As the role requires time in the office, we are unable to consider applications for fully remote working. While public transport to our office is limited, we have plenty of free on-site parking, and we recommend commuting by car for your convenience. /divdiv\n!strong /strong\n/divdiv\n!strongHow to apply /strong\n/divdiv\n!brClick the apply button below and complete the online application process before the closing date on strongWednesday 20 November 2024./strongbr /divdiv\n!strongWe reserve the right to close this vacancy early should we receive an overwhelming response. br/strongbr\n/divdiv\n!strongWhat happens next /strong\n/divdiv\n!strong /strong\n/divdiv\n!We will be in contact as soon as possible after the closing date with the outcome of your application. If you are shortlisted, we will arrange an interview for either 25th November or 2nd December 2024.brbrstrongBlue Cross benefits/strong brbr\n/divdiv\n!Our people are the most important part of delivering our purpose. If it weren’t for their amazing efforts and commitment, we wouldn’t be able to make the difference that we do today. In return, we want to provide you with the best working environment we can. /divdiv\n!brWith a wide range of perks aimed at enhancing your life both inside and outside of work, you'llbr thrive in a supportive and rewarding environment./divdiv\n!brOur generous benefits package includes: /divul\nli\n!38 days per year, increasing to 43 with service (including bank holidays). For part-time roles and fixed term contracts, holiday entitlement is calculated pro-rata./li\nli\n!Pension scheme with enhanced employer contribution /li\nli\n!Life assurance /li\nli\n!Unlimited access to an employee assistance programme/li\nli\n!Programmes for physical and mental wellbeing support/li\nli\n!Free access to GP via MetLife/li\nli\n!Recognition scheme/li\nli\n!Annual volunteer days /li\nli\n!Claim for professional fees/li\nli\n!Charity worker discounts across a variety of retailers. /li\n/uldiv\n!We want you to feel valued and supported throughout your career with us. 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