Lead Veterinary Receptionist

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.

• 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.

• 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.

• 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.