About This Role
The Practice Manager will work alongside the clinical leadership team, taking full ownership of the non-clinical management of the practice, driving operational efficiency, financial performance, and team development. This pivotal role ensures the business runs seamlessly while vets and nurses care for patients. The manager will oversee Practice Hosts and Clinic Support Assistants, collaborating closely with the Clinical Director and Head Nurse.
Responsibilities
- Lead, motivate, and support both clinical and non-clinical team members, ensuring everyone feels valued, heard, and has a clear development path
- Manage team conflict fairly and promptly, creating a culture where issues are surfaced early and resolved constructively
- Support underperforming team members with structured plans, clear expectations, and regular follow-up, escalating where appropriate
- Work with the People Team on recruitment, onboarding, and induction of clinical and non-clinical staff, partnering with the Clinical Director
- Conduct regular 1:1s and performance development reviews; manage attendance and sickness absence in line with company policy
- Foster a positive, inclusive workplace culture that reflects the values of Creature Comforts
- Identify training needs and coordinate ongoing development opportunities across the team
- Oversee the day-to-day running of the practice, keeping workflows efficient and the clinic operating smoothly
- Design and manage staff rotas to maximise clinical capacity while protecting team wellbeing
- Act as the primary point of contact for complex operational issues, finding practical and lasting solutions
- Introduce and maintain systems and processes that improve operational efficiency and reduce risk across the clinic
- Manage competing priorities calmly and effectively, maintaining high standards across all areas simultaneously
- Act as the conduit between Central Office and the clinic for all brand and marketing initiatives, including maintaining brand standards, rolling out marketing campaigns with the team, supporting team participation in internal and external events and local initiatives, and relaying clinic feedback to the Marketing team so we can continually learn and improve
- Read and understand the KPIs and clinic P&L, using financial data to identify trends, risks, and opportunities for improvement
- Monitor clinic revenue and control operating expenses to maintain financial health and manage debt control
- Respond proactively to underperformance: if revenue or client numbers decline, identify the causes and put an action plan in place alongside your clinic leadership team
- Collaborate with the Creature Comforts finance department and leadership team to understand financial reporting and ensure its accuracy and timeliness
- Support the clinical team to achieve performance targets without compromising on care, balancing commercial goals with the quality of the patient and client experience
- Champion the Creature Comforts membership model: drive uptake, ensure the team can confidently explain and promote it, and support client acquisition and retention
- Support local community engagement and marketing initiatives to drive membership growth and clinic profile
- Set and uphold exceptional client service standards across the whole practice
- Handle client complaints professionally and with empathy, resolving issues swiftly
About the Company
Creature Comforts is rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner. They combine modern design with first-class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in, with the purpose of healthier, happier pets and vets.
