Company Description
We are committed to providing an environment where our team can thrive. We encourage and support professional development with well-funded CPD and career progression opportunities. Above all, we believe that providing the best care for our clients and their pets starts with ensuring our team has the tools, resources, and supportive environment they need to excel.
Work–life balance is very important to us, and our carefully structured rota is designed with this in mind. Outside of work, our team enjoys regular social activities, from quiz nights to seasonal events such as Easter egg hunts, Halloween parties and summer and Christmas celebrations.
Vet4life is a modern veterinary practice dedicated to providing exceptional care for dogs, cats, rabbits and other small animals, including exotics. With three locations in South West London; Teddington, Shepperton and Surbiton, we strive to ensure accessibility and convenience for our clients. Our committed team focuses on offering the highest standard of care to improve the health and well-being of pets. For more details, please visit our website:
Role Description
We are currently seeking a new Client Care Lead to join our fantastic team here at Vet4Life
This is a rare opportunity to lead in client care across three high-performing, well-established practices. Our teams pride themselves on delivering exceptional client care and consistently high clinical standards.
This is a full-time, on-site role based at our Teddington branch. The Lead Client Care Adviser will oversee the day-to-day client-facing activities to ensure outstanding customer service and satisfaction. Responsibilities include managing client inquiries, resolving customer concerns, coordinating pet health club and insurance matters whilst supporting the team in delivering seamless care. You will play a crucial role in enhancing the customer experience and maintaining strong client relationships, helping to ensure each pet receives the best possible care.
Roles and Responsibilities
Lead by example in line with our 5 principles and be instrumental in creating excellent working relationships; ensuring a pleasant and professional manner is always maintained with members of the team, company, clients etc. to maintain our positive culture.
Lead your team so they are engaged in their work & want the organisation to be successful.
Carry out 1-1's and appraisals, developing team members with constructive targets.
Assist with the discreet management of performance related issues by reporting any concerns directly to the CCM and providing support where necessary.
Assist with recruitment.
Provide training and support to new hires including giving feedback/praise.
Communicating and ensuring practice protocols are implemented and followed.
Assist with sourcing staff or providing cover for vacant shifts as required.
Review draft rotas to ensure enough support is in place for the team i.e. experience levels.
Required Experience
Minimum of 1 year Veterinary experience (Desirable)
Must have a minimum of 2 years' customer-facing role (Required)
Must have experience leading a team (Required)
Must be Flexible - You may be required to work at any of our clinics in Southwest London, all of which are located close to great public transport links.
Strong Client Relations and Customer Satisfaction skills to build trusting and positive experiences with clients.
Excellent Communication and Customer Service skills to effectively interact with pet owners and address their needs.
Knowledge of Insurance processes and the ability to provide advice and support to clients regarding pet insurance claims.
Proactive problem-solving abilities and attention to detail.
Organisation and time-management skills to handle multiple tasks efficiently.
Experience in the veterinary or pet care industry is a plus.
Proficiency in using customer relationship management (CRM) tools and other software is advantageous.
Benefits
5 weeks holiday plus bank holidays and Birthday Leave
Career progression opportunities
Staff discount schemes
Life Assurance
Enhanced equal family leave
Employer contribution pension scheme
Wellness program including:
Employee assistance program
Eyecare voucher scheme
Free annual Flu jab
Cycle to work scheme
Recruitment referral reward scheme