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Head of Client Care – Full time

• 40 hours per week including weekends and one half-day per week
• Monday to Friday shifts will cover the hours of 7:45am – 7:00pm
• 1:4 weekends
• Saturday 8:30am
• 6pm & Sunday 9:30am
• 5pm with a day off in lieu the following week.

To lead, manage and develop the members of the Client Care team to ensure excellent team work delivering a continuous high standard of customer care to our clients and visitors

Responsibilities:

• To set an example of professional conduct at all times
• Arrange monthly client care team rotas to ensure your sites are covered adequately
• To support projects instigated by the Clinical Directors/Practice Manager with the aim of driving the business forward. To be receptive to new ideas and encourage client care team involvement whilst supporting them through any change
• To ensure that front of house runs effectively & efficiently at all times through good communication, leadership and management
• To ensure adequate reception cover at all sites and that shifts are allocated in line with the needs of the business
• To ensure that your team are involved in appropriate training, talks, presentations and meetings that are designed to enhance their knowledge and customer service skills
• To ensure adequate reception specific training is provided to enable the Client Care Team to be the best they can be and feel that they can provide excellent service
• Banking in line with group policy and covered by insurance levels
• Hold team member monthly 1-2-1 catch ups and provide regular feedback on performance
• Manage employee relations with HR support and in accordance with company policies and procedures
• To ensure that all group policies and procedures, both financial and non-financial, are implemented and respected
• Carry out any additional duties requested by the Clinical Directors and Practice Manager
• First and last point of contact for all clients on the phone, face to face & email
• Booking appointments for vet & nurse consultations, and for operations
• Setting up and cleaning of consulting rooms throughout the day for clinical team
• Ensuring the waiting and reception areas are kept clean and well-presented always
• Giving preventative healthcare advice e.g. our recommended flea treatments (training given)
• Promoting and being knowledgeable of our Healthcare Plan (training given)
• Receiving payments from clients, processing securely and end of shift banking procedures
• Responding to email and telephone enquiries

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount

Schedule:

• 10 hour shift
• 8 hour shift
• Overtime
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• Leadership: 1 year (preferred)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Reference ID: FTHVR 11/2022