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- Tasks: Lead a dynamic client care team, ensuring exceptional service for clients and their pets.
- Company: Join IVC Evidensia, a leading veterinary group dedicated to high-quality client care.
- Benefits: Enjoy 6.6 weeks annual leave, enhanced family policies, and discounts on pet care.
- Why this job: Make a real difference in the lives of pets and their owners every day.
- Qualifications: Experience in customer service and line management is essential; veterinary experience preferred.
- Other info: Be part of a supportive team with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Client Care Team Leader
Job Title: Client Care Team Leader
Location: IVC Evidensia Referral Hospital – Blaise Referral Hospital
Reports to: Relationship Manager
Line Manager to: Client Care Team
Main Purpose of Role
To provide reliable reception and administrative support to the hospital by ensuring the reception team receive and manage phone calls, welcoming clients and their pets and ensuring all administrative tasks are completed in an accurate and timely manner. Leading from the front to support clients and their pets in a friendly and professional manner. Working within a strong team dedicated to delivering a high standard of client care, working closely with the Hospital Relationship Manager. To support and line manage the client care team to ensure they are always committed to delivering an exceptional level of service and client care.
Relevant Experience
Previous experience of working within a customer service environment is essential.
Line Management Experience Is Required
Experience in a previous veterinary role is preferred.
Personal Attributes
Able to develop a strong working relationship with a wide range of internal and external stakeholders. Passionate about client experience. Commitment to professional and ethical standards. Aligned with company values. Positive outlook with confidence and belief in own abilities. Flexible and collaborative approach.
Key Priorities
People
- Line management responsibility of the client care team
- Responsible for line management including HR procedures – absence reviews, RTW, appraisals, investigation, holiday management
- Day to day running of the reception team, to include rota management, gaps filling, recruitment, resource allocation, and induction of the team
- Coaching and developing the team to deliver an exceptional service
- Give regular feedback on call handling to all staff in line with company standards and implement coaching & performance plans as required
- To deliver feedback – constructive and positive to the team regularly
- To ensure IVC Evidensia values are embedded within the client care team
- Promote and encourage the client care team to attend regular staff meetings
- Highlight any health and safety related issues within the reception and waiting room environment to the Relationship Manager
- Ensure all IVC Evidensia policies and procedures are adhered to and challenge behaviour that goes against our values, culture, or policies
- Maintain the waiting room and reception area, ensuring both are always clean and tidy
Process
- Welcome clients and their pets in a warm and professional manner completing all relevant paperwork
- Ensuring an exemplary standard of client and patient care is always delivered
- Support Relationship Manager in dealing with client and partner practice complaints
- Answer and handle all calls in a professional manner following all appropriate IVC Evidensia SOP\’s
- Pass on important information regarding incoming patients to veterinary and nursing staff
- Build practice management diaries and templates to suit the needs of the business
- Take trends from both good reviews and bad and suggest ways to innovate and improve the service level
- Ensuring rotas are completed for the reception team at least 3 months in advance
- Identify areas of operational improvement within the client care team and lead projects to support this
Profit
- Liaise with clinical staff to ensure clients are seen quickly and efficiently and ensure clients are informed of any delays and are kept up to date whilst waiting to see a member of the veterinary team
- Assist Specialist staff to ensure all case reports and letters etc. for referral clients are sent to referring practices and clients
- Collect payments from clients and maintain accurate records
- Ensure all information is collected from clients to enable insurance forms to be completed
- Cashing up and banking on a determined basis
- Control and reconciliation of petty cash on a determined basis
- Accurately keep track of safe float
- Completing online timesheet authorisation for hours worked weekly and month/year end
- Undertake all administrative duties as and when required
- Anticipate staffing requirements in reception and recruit staff/issue overtime to an agreed budget as allocated by Relationship Manager
- Communicate with the team monthly and quarterly re overtime and carry over of hours
- Ensure stationery and supplies are ordered and within agreed budget
Internal And External Relationships
- Build and maintain excellent working relationships with the management team
- Build and maintain excellent working relationships with the admin team
- Ensure Clients, Referring and Partner Practices receive the best customer experience possible
- Regularly review client feedback via online sources
Functional And Technical Knowledge
- Computer literacy with excellent knowledge of MS Office packages
- Highly effective organisational skills and attention to detail
- Financial acumen to support sound decision making
- Ability to articulate with clarity through written and verbal communication
Communication Responsibilities
- Able to communicate with wider hospital team around client experience
- Empathetic approach, on the phone, capable of remaining calm
- Can make decisions about calls in difficult situations
- Good telephone manner – client care, emotionally controlled way
- Escalate where necessary to Relationship Manager or Hospital Manager
Our Values
At IVC Evidensia we share a common vision, mission, customer promise, purpose and group strategy across all our clinics and hospitals.
Benefits
- 6.6 Weeks annual leave
- Additional annual leave for your birthday which will be added to your holiday allowance
- Enhanced family-friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay
- Cycle to work scheme
- Initiatives focused on employee wellbeing
- Non-accidental injury support
- Learning and development opportunities via the IVC Evidensia Academy
- Pawsome Benefits – reward gateway giving discounts and cashback with 100’s of retailers
- Pension scheme
- Discounted staff pet care
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Veterinary
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Client Care Team Leader employer: Vet Record Careers
Contact Detail:
Vet Record Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Care Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the veterinary field and let them know you're on the hunt for a Client Care Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to client care and team management. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and how it aligns with IVC Evidensia's values.
✨Tip Number 3
Showcase your passion for client experience during interviews. Share specific examples of how you've gone above and beyond in previous roles to ensure clients and their pets received exceptional service. This will help you stand out as a candidate who truly cares.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the IVC Evidensia family and committed to our mission of delivering top-notch client care.
We think you need these skills to ace Client Care Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and line management. We want to see how your skills align with the role of Client Care Team Leader, so don’t hold back on showcasing your relevant achievements!
Show Your Passion: Let your enthusiasm for client care shine through! We’re looking for someone who’s genuinely passionate about providing exceptional service to clients and their pets. Share any experiences that demonstrate your commitment to client satisfaction.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Vet Record Careers
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Client Care Team Leader. Familiarise yourself with the key priorities mentioned in the job description, such as line management and client care. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since previous experience in a customer service environment is essential, prepare examples from your past roles where you've excelled in client interactions. Highlight situations where you went above and beyond to ensure a positive experience for clients and their pets, as this aligns perfectly with the company's values.
✨Demonstrate Leadership Qualities
As a potential line manager, it's crucial to showcase your leadership skills. Think of specific instances where you've successfully managed a team or handled HR procedures. Be ready to discuss how you would coach and develop your team to deliver exceptional service, as this is a key part of the role.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you assess if the company is the right fit for you. Ask about how they measure success in client care and what challenges the team currently faces.