Lead Veterinary Receptionist in Portsmouth

Village Vet Milton are seeking an experienced veterinary receptionist to join their team as a Client Care Team Lead. This is a perfect opportunity for a Client Care Lead associate to enhance their skills whilst working in a friendly team.

The Client Care Team Leader is a key role in leading and empowering our front of house team to deliver an outstanding client experience to our clients, pets and visitors to the practice. Village Vet Milton is a busy 24/7 Veterinary Hospital servicing not just Village Vet Cambridge but also covering out of hours for other local veterinary practices. This is a permanent full-time position working 42h per week. This role does include weekends.

Main Purpose & Goals

• To promote a professional image of our practice by providing an excellent client and associate experience.
• To provide administrative support to the wider clinical team, working together to ensure the smooth running of the practice.
• Continually monitor and respond to client feedback, action any suggestions to improve our service.
• Develop, implement, and communicate our Client Care values to ensure an optimum service is provided.
• Line manage the other members of the reception team and support them in their professional development.

Key Responsibilities

• Build relationships with the clients, demonstrate empathy, and facilitate the delivery of an excellent level of service.
• Execute good telephone techniques, keep accurate records of discussions and correspondence.
• Become familiar with our practice management software and the day-to-day tasks carried out on reception, by being present on the desk and leading by example.
• Play an active role in the Client Care team rota.
• Ensure all customer enquiries and complaints are dealt with swiftly, efficiently and by the appropriate person.
• Line manage the client care team at Milton, leading by example to motivate and empower your colleagues.
• Daily reconciliation of client accounts and payments.
• Manage debt collection procedures, oversee the pursuit of outstanding amounts in a timely fashion to minimise practice debt.
• Engage and maintain practice initiatives, including our pet health for life club and promotion of our client app.
• Ensure all new members of the reception team receive inductions and sufficient training to help settle into their role.
• Oversee insurance claims for our clients and liaise with insurance companies regarding direct claims.

The person most suitable for this role will:

• Have previous experience of working in the veterinary industry or similar (desirable).
• Be confident with IT, in the use of Word, Excel and Outlook as a minimum.
• Be organised and efficient with good record keeping.
• Experience in leading and motivating a team in a reception/client care environment is preferred.
• Be cheerful, personable and like working within a dynamic, forward thinking and quality driven team.
• Be flexible and helpful.
• Work well under pressure and be able to delegate and organise workload when appropriate.
• Enjoy the challenges that come with providing client care, and be motivated by helping our clients to receive the best experience possible.

This would be a great opportunity for an RVN seeking a new role.

Benefits

• 25 days annual leave plus Birthday Day (non-contractual).
• Life assurance 4 x salary.
• Pension Scheme 3% employer, 5% employee contributions.
• Salary Sacrifice.
• Enhanced Sick Pay.
• Enhanced Family Leave.
• E-cars Salary Sacrifice (perm only).
• Cycle to Work Scheme Salary Sacrifice (perm only).
• Discount Platform – Benefits Hub.
• Reduced Gym Membership (Pure Gym).
• Associate Assistance Programme.
• Eye Care Scheme.
• Headspace.
• Annual Flu Voucher.
• Wellness program including: Employee assistance program, Eyecare voucher scheme, Free annual Flu jab, Cycle to work scheme.

If you would like to apply for this role, please click ‘Apply’ at the top of the page. Please upload a covering letter detailing your suitability and interest for this role alongside your CV. Or, for any questions, please contact jo.brown@villagevet.co.uk.

Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We are committed to fostering a culture that is inclusive and diverse for all our associates.