{"id":3527220,"url":"https://alion.io/job/creature-comforts-vets-practice-manager-tunbridge-wells","title":"Practice Manager - Tunbridge Wells","company":{"id":3792277,"name":"Creature Comforts Vets","domain":"creaturecomforts.co.uk","url":"https://alion.io/company/creaturecomforts-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-30T10:28:30Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-09T05:10:53Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"We are rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner.\nWith beautifully designed clinics and purpose-built technology, we are transforming how veterinary care is accessed and delivered. Our clinics combine modern design with first-class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in.\nOur purpose is simple: healthier, happier pets and vets. We believe in a model that benefits everyone: our clinical teams, our members, our local communities, and our investors. That means competitive compensation, sensible caseloads, genuine career development, and a culture where people feel supported to do their best work.\nWe are building the vet group of the future. If you share our passion for doing things differently, we would love to hear from you.\nRole Overview\nWe are looking for a commercially minded and operationally strong Practice Manager to work alongside our clinical leadership team. In this pivotal role, you will take full ownership of the non-clinical management of the practice, driving operational efficiency, financial performance, and team development. You will be the backbone of the clinic, ensuring that while our vets and nurses care for our patients, the business runs seamlessly. You will manage the Practice Hosts and Clinic Support Assistant and work closely with the Clinical Director and Head Nurse.\nKey Responsibilities\nLeadership and People Management\nLead, motivate, and support both clinical and non-clinical team members, ensuring everyone feels valued, heard, and has a clear development path\n\nManage team conflict fairly and promptly, creating a culture where issues are surfaced early and resolved constructively\n\nSupport underperforming team members with structured plans, clear expectations, and regular follow-up, escalating where appropriate\n\nWork with the People Team on recruitment, onboarding, and induction of clinical and non-clinical staff, partnering with the Clinical Director\n\nConduct regular 1:1s and performance development reviews; manage attendance and sickness absence in line with company policy\n\nFoster a positive, inclusive workplace culture that reflects the values of Creature Comforts\n\nIdentify training needs and coordinate ongoing development opportunities across the team\n\nOperational and Clinic Management\nOversee the day-to-day running of the practice, keeping workflows efficient and the clinic operating smoothly\n\nDesign and manage staff rotas to maximise clinical capacity while protecting team wellbeing\n\nAct as the primary point of contact for complex operational issues, finding practical and lasting solutions\n\nIntroduce and maintain systems and processes that improve operational efficiency and reduce risk across the clinic\n\nManage competing priorities calmly and effectively, maintaining high standards across all areas simultaneously\n\nAct 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\n\nCommercial Awareness and Financial Management\nRead and understand the KPIs and clinic P&L, using financial data to identify trends, risks, and opportunities for improvement\n\nMonitor clinic revenue and control operating expenses to maintain financial health and manage debt control\n\nRespond proactively to underperformance: if revenue or client numbers decline, identify the causes and put an action plan in place alongside your clinic leadership team\n\nCollaborate with the Creature Comforts finance department and leadership team to understand financial reporting and ensure its accuracy and timeliness\n\nSupport the clinical team to achieve performance targets without compromising on care, balancing commercial goals with the quality of the patient and client experience\n\nChampion the Creature Comforts membership model: drive uptake, ensure the team can confidently explain and promote it, and support client acquisition and retention\n\nSupport local community engagement and marketing initiatives to drive membership growth and clinic profile\n\nClient Experience\nSet and uphold exceptional client service standards across the whole practice\n\nHandle client complaints professionally and with empathy, resolving issues swiftly, communicating clearly, and using feedback as a tool for improvement\n\nSupport the team in maintaining excellent service standards during busy periods and in difficult or sensitive situations\n\nMonitor client satisfaction data and NPS, using insights to drive continuous improvement in the client experience\n\nStep into Virtual Care Team (VCA) shifts as required, supporting members remotely across chat, email, and phone\n\nCompliance, Health & Safety, and Governance\nAct as the Health & Safety lead for the clinic, maintaining the highest standards of safety, cleanliness, and regulatory compliance\n\nEnsure risk assessments are in place, kept current, and understood across the team; implement and audit protocols to protect staff, clients, and patients\n\nManage staff health disclosures professionally and sensitively, implementing reasonable adjustments and upholding duty of care in line with the Equality Act 2010\n\nEnsure the practice remains compliant with RCVS standards and all relevant regulations\n\nMaintain accurate records in line with GDPR and company policy\n\nCandidate Requirements\nExperience\nEssential\nA proven track record in operational management, ideally in a veterinary, healthcare or dental practice\n\nExperience of financial management, including P&L, budgeting and payroll\n\nHR experience, including performance management, conflict resolution and employee relations\n\nDesirable\nExperience in a multi-site or growing business\n\nKnowledge of the veterinary sector\n\nQualifications\nEssential\nEducated to A-level or equivalent\n\nGCSE grade 4 (C) or above in Maths and English\n\nDesirable\nA business, management or HR qualification\n\nKnowledge\nEssential\nEmployment law and HR best practice\n\nFinancial literacy, including reading a P&L\n\nHealth & Safety responsibilities and reasonable adjustments\n\nPractice management software and general IT tools\n\nSkills and abilities\nEssential\nExcellent interpersonal and communication skills\n\nConfident handling complaints\n\nStrong organisational skills and attention to detail\n\nAble to prioritise well under pressure\n\nA confident decision-maker\n\nDesirable\nExperience with local marketing or community engagement\n\nPersonal qualities\nAn inspiring, approachable leader\n\nResilient and calm under pressure\n\nA strong sense of ownership\n\nEntrepreneurial and proactive\n\nHigh standards of professionalism and integrity\n\nShares Creature Comforts' values and mission\n\nWhat We Offer\n210 hours' annual leave plus bank holidays, and your birthday off after one year's service\n\nSalary sacrifice pension scheme (5% employee, 3% employer contribution)\n\nAccess to our healthcare incentive after one year of employment\n\nGenuine career progression as we grow across London and beyond\n\nA supportive, inclusive culture where your development is taken seriously\n\nRegular team and company social events\n\nUpon successful completion of your probationary period, you may become eligible to participate in the Creature Comforts share options scheme, subject to the scheme rules and eligibility criteria in place at the time\n\nThe opportunity to be part of something genuinely different in veterinary care\n\nEmployee Assistance Programme and Mental Health First Aiders\n\nFree snacks and lunch in clinic\n\nMonthly peer recognition schemes\n\nCelebrating clinic milestones\n\nEqual Opportunities\nAt Creature Comforts, we believe the best teams are built from diverse perspectives, backgrounds, and experiences. We are committed to creating an environment where everyone feels genuinely welcome, respected, and able to do their best work, and we actively encourage applications from candidates of all backgrounds. We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.","description_format":"text","description_chars":8340,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Stock options"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Farming & Agriculture","Veterinary Medicine"],"lifecycle":[{"event":"open","at":"2026-10-30T14:39:46Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.803,"p_room":1,"age_days":8,"expected_fill_days":30,"reasons":["conf:6","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/creature-comforts-vets-practice-manager-tunbridge-wells","json_url":"https://alion.io/job/creature-comforts-vets-practice-manager-tunbridge-wells.json","meta":{"generated_at":"2026-11-09T05:24:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":471,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3792277},"rest":"https://alion.io/mcp/rest/get_company?id=3792277"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcreature-comforts-vets-practice-manager-tunbridge-wells"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcreature-comforts-vets-practice-manager-tunbridge-wells"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcreature-comforts-vets-practice-manager-tunbridge-wells"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/creature-comforts-vets-practice-manager-tunbridge-wells\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcreature-comforts-vets-practice-manager-tunbridge-wells"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3527220}},{"tool":"search_jobs","arguments":{"company":"creaturecomforts.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3527220},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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