Join a dynamic and integral team that plays a key role in the success and growth of The Pet Vet surgeries. As a key member of this team, the successful candidate will have the opportunity to make a lasting impact by fostering a culture of excellence, innovation, and compassionate care. This is your chance to be a part of something truly special, shaping the future of veterinary care and creating a positive, thriving environment for both colleagues and customers alike.
Job Title: Area Manager
Location: Doncaster, Lincoln, Rotherham and Nottingham
Reports to: CEO / Head of Operations
Overall Purpose:
As a key member of the surgeries' Central Support Team, the Area Manager plays a pivotal role in shaping workflows, resources, and culture within the surgeries. The role is centred on embedding The Pet Vet values and standards while driving a culture of continuous improvement. By empowering surgery colleagues to deliver exceptional clinical care, patient services, and customer experience, the Area Manager is crucial to maintaining a reputation for excellence.
The primary objective is to increase surgery efficiency, productivity, and growth, supporting the organization in achieving its vision: creating a happy, healthy, and stimulating environment for all colleagues, which ultimately contributes to sustainable profitability and future growth.
Key Responsibilities:
Strategic Activity:
1. Act as an ambassador to ensure all surgery teams align with The Pet Vet's purpose, values, and vision.
2. Promote the strategic plan and drive a culture of continuous improvement and change management.
3. Collaborate with surgery Heads to consistently deliver excellent patient care and create a positive working environment.
4. Work with management teams to define resource needs as part of annual budget planning.
5. Serve as the commercial expert, analysing business performance data to prioritise key clinical and customer service areas for improvement.
6. Lead special projects and new ventures, as directed by the CEO.
People Management:
7. Oversee the proactive recruitment and onboarding of surgery colleagues, ensuring a seamless and exceptional candidate experience.
8. Engage with surgery management teams to support the adoption of The Pet Vet values and workflows.
9. Facilitate professional development for direct reports and ensure they do the same for their teams.
10. Conduct quarterly 1:1 review with surgery heads to foster collaboration and positive performance.
11. Work with the HR Business Partner to resolve performance issues in a timely manner.
12. Develop a professional development pipeline in partnership with the HR BP and Head of Operations.
13. Oversee locum utilization to ensure cost-effectiveness and value.
14. Ensure training on new clinical equipment and procedures is aligned with a return on investment.
Operational Excellence:
15. Approve vet rotas in advance (at least 3 months), ensuring adequate staffing coverage and preventing sole charge situations.
16. Ensure high standards of housekeeping, hygiene, and maintenance are maintained.
17. Conduct monthly audits on customer service standards and report findings in CST meetings.
18. Manage and report on surgery KPIs, including customer, clinical, and financial metrics.Recognize best practices, implement corrective actions, and track improvement initiatives.
19. Supervise monthly stock takes, investigate variances, and manage inventory effectively.
20. Support surgery teams in creating business cases for new equipment, products, or services.
21. Collaborate with Central Ops to ensure smooth implementation of new protocols, products, or services.
22. Ensure new surgeries and refits are operationally effective ahead of opening.
23. Schedule and oversee monthly surgery meetings, ensuring proper documentation and follow-ups.
24. Manage payroll and expenditure, ensuring alignment with surgery performance and investigating variances.
Customer Focus:
25. Investigate and resolve customer complaints locally, escalating when necessary.
26. Monitor and respond to customer feedback (Google reviews, surveys, complaints) within 24 hours.
27. Leverage positive feedback for marketing purposes and work with the Customer Experience Managers on local marketing initiatives.
28. Ensure timely collection of non-insured debts and work to minimize outstanding debt.
KPIs:
29. Surgery turnover and contribution versus budget.
30. Total debt vs. turnover percentage.
31. Cost of Sales.
32. Colleague engagement score.
33. Average Google review rating.
Key Behaviours:
34. A proactive, results-driven approach with a “can-do” attitude, fostering high standards.
35. Strong ambassador for change in a fast-paced environment, leading by example.
36. Commitment to continuous personal development and CPD in line with The Pet Vet and RCVS requirements.
37. Adherence to health & safety guidelines and ensuring compliance within the team.
38. Exceptional organizational skills, with excellent attention to detail.
39. Strong communication, influencing, and coaching abilities.
40. Compassionate, empathetic, and resilient under pressure, with a focus on continuous improvement.
Skills and Capabilities:
41. Experience: Significant operations management experience in a veterinary or healthcare setting.
42. Line Management: Proven track record of successfully managing teams.
43. Commercial Acumen: Strong understanding of financial management, business analysis, and growth opportunities.
44. Change Management: Demonstrated ability to lead change and improvement projects.
45. Analytical Skills: Excellent attention to detail with the ability to identify emerging issues and opportunities.
46. Creative Problem Solving: Ability to generate ideas and solutions to complex problems.
47. Leadership: Strong leadership capabilities, including communication, negotiation, influencing, delegation, and coaching skills.,
We look forward to receiving your application