Overview
At Voo Veterinary Group, we're passionate about delivering exceptional care to both our patients and their owners. As our referral service continues to grow, we're looking for an experienced, organised and people-focused Referrals Manager to lead and develop our referrals team.
This is an exciting opportunity to play a key role in shaping the client journey, supporting our specialists and clinical teams, and ensuring every referral receives an outstanding experience from initial enquiry through to discharge.
The Role
As Referrals Manager, you'll oversee the day-to-day running of our referrals department, leading a dedicated client care team while working closely with our veterinary specialists, referral clinicians and operational managers.
You'll be responsible for ensuring the referral service runs efficiently, maintaining exceptional standards of client care, improving processes and supporting the continued growth of our referral hospital.
Duties
- Lead, motivate and support the Referrals Client Care team.
- Manage rotas, onboarding and training within the department.
- Oversee the referral journey from initial enquiry through to patient discharge.
- Ensure appointments are booked efficiently across multiple specialist services.
- Build and maintain excellent relationships with referring veterinary practices.
- Act as the escalation point for complex client queries and complaints.
- Monitor department performance, identifying opportunities to improve efficiency and client experience.
- Work closely with clinicians and hospital leadership to maximise referral capacity.
- Develop and implement processes to support the continued growth of the referral service.
- Produce reports and monitor key performance indicators.
About You
We're looking for someone who enjoys leading people, thrives in a fast-paced environment and genuinely cares about delivering an exceptional client experience.
Experience (Essential)
- Previous experience managing a customer service or reception team.
- Excellent leadership and people management skills.
- Strong organisational and time management abilities.
- Outstanding communication skills, both written and verbal.
- Ability to remain calm and professional under pressure.
- Experience handling complex client situations and resolving complaints.
- Strong IT skills and confidence using multiple systems.
- A proactive approach with excellent attention to detail.
Desirable
- Previous experience within a veterinary, healthcare or referral environment.
- Experience managing KPIs and operational performance.
- Knowledge of veterinary practice management systems.
- Experience delivering training and coaching.
- Understanding of referral pathways within veterinary practice.
What We Offer
- Competitive salary.
- Career development and progression opportunities.
- Supportive and collaborative working environment.
- Additional annual leave with length of service.
- Birthday leave.
- Staff discounts.
- Modern facilities and equipment.
- The opportunity to be part of an ambitious and growing veterinary group.
Why Join Voo?
At Voo Veterinary Group, we believe exceptional client care starts with exceptional people. You'll be joining a supportive, forward-thinking team where your ideas are valued, your development is encouraged, and you'll have the opportunity to make a real impact as our referral service continues to grow.
If you're passionate about leadership, client experience and delivering outstanding service, we'd love to hear from you.
Application question(s):
- What are your salary expectations?
Work Location: In person
