Lead Digital Client Care Associate

Reports to: Client Experience and Digital Team Lead (Interim Period: Head of Clinical Transformation)

Direct reports: Digital Client Care Associate (CCA) team

Team: Digital CCAs

Location: Hello Vet Hello Quarters (Office-Based), Full Time (42 hours per week)

Salary: TBC - Dependant on Experience

About the role

This role leads the Digital CCA team, who are the first point of contact for our clients - triaging all inbound calls and messages, guiding pet owners to the right support, and conducting follow up and administrative duties to enable consistent and effective patient care provision. Digital CCAs do not provide clinical advice; where a query is clinical in nature, it is escalated to the Digital RVN team. As part of the Clinical Transformation function, the Digital CCA service is a core pillar of how Hello Vet delivers a smooth client journey across all clinic locations.

This role balances two things: staying close to the frontline by working digital shifts on the rota, whilst working strategically to lead and develop the wider Digital CCA team.

A key part of this role is being the bridge between the Digital CCA team, our clinic-based teams and Hello Quarters, ensuring clinical consistency and a seamless client and patient journey wherever a client interacts with Hello Vet - whether through a digital triage conversation or an in-clinic visit.

Key responsibilities

Team

• Lead the Digital CCA team with passion, energy and enthusiasm, encouraging and modelling a positive mindset and problem solving attitude
• Line manage the Digital CCA team, setting objectives, facilitating 1:1s, supporting development and empowering them to deliver excellent client care
• Lead onboarding, training and upskilling for new and existing Digital CCAs, keeping the team aligned on the Hello Vet strategy
• Oversee the performance and wellbeing of the Digital CCA team
• Manage the Digital CCA rota, scheduling shifts for the team and managing holiday requests, sickness and other absence
• Assist in the delivery and follow-up of weekly Digi team meetings, alongside the Lead Digital RVN and Client Experience and Digital Team Lead, ensuring a regular cadence
• Assist with recruitment of new Digital CCA team members, alongside the Client Experience and Digital Team Lead
• Build a team culture that reflects Hello Vet's values
• Act as the key relationship holder between the Digital CCA team, clinic leads and wider clinical teams, ensuring booking and admin processes are consistent across both
• Represent the Digital CCA team's perspective in wider client experience and transformation conversations

Client

• Be the embodiment of the Hello Vet client experience, ensuring we deliver a trail blazing service that is so good our clients tell their friends
• Active participation in the digital team rota shifts, triaging calls and messages directly and developing a deep understanding of client interactions and team efficiency
• Act as the escalation point for complex or sensitive client enquiries, escalating any clinical matters promptly to the Lead Digital RVN or Digi Vet
• Ensure all client communications and interactions are recorded consistently across digital platforms
• Share booking and client feedback trends from digital triage to inform clinic practice, and translate clinic realities into digital scripts and processes
• Work closely with clinic-based teams and evolve workflows to close the loop on client journeys as they move between digital and in-clinic contact

Pet

• Own and evolve all non-clinical workflows for the Digital CCA service, including registration, booking processes and
• Ensure consistency and appropriate clinical escalation for Hello Vet patients, conducting regular review processes to confirm compliance with the Veterinary Surgeons Act, RCVS Code of Professional Conduct and Health and Safety legislation
• Maintain the highest quality of patient record keeping across the team, meeting regulatory standards

Technology

• Track call, conversation and booking metrics and outcomes to highlight where care or process is falling short, and propose new solutions
• Work with the Head of Clinical Transformation, the Client Experience & Digital Team Lead, and Product to propose and develop tools that improve workflows for the team
• Suggest improvements to our in-house technology stack as we scale

Commercial

• Report on Digital CCA team KPIs to the Client Experience and Digital Team Lead
• Lead on the conversion of multi-platform client contact through to registration and activation via booking

Qualities and experience

• Proven experience leading a client-facing team, ideally in a fast-paced, high-volume service environment
• Previous experience in a digital service delivery setting preferred
• Strong technology skills and competency, or experience working within a tech organisation
• A genuine passion for helping and empowering other team members to reach their full potential
• An exceptional communicator, able to guide pet owners calmly through stressful and sensitive situations
• Experience coaching team on the go, designing and delivering training upskill for individual and team training
• A natural team player, able to build trust with Hello Quarters and clinic-based teams who may not report into this role directly
• Comfortable operating in a transformation environment, connecting daily service delivery to bigger picture organisational change
• A real interest in client experience, able to articulate and demonstrate to others why a great personal interaction matters
• Highly organised with strong problem-solving skills and proven administrative experience
• Strong ability to multitask and problem-solve
• Proficient working with data to make decisions and technology to deliver solutions