Client Services & Administration Representative
Location: Hatfield
Hours: Full-time
Salary: £28,000 - £30,000 Per annum
Job Summary
We are recruiting on behalf of a large, well-established equine clinical and teaching facility based in Hatfield. This role is responsible for overseeing the delivery of a first-class, customer-focused service for equine clients, while managing and developing a busy administrative team.
The successful candidate will support the wider strategic objectives of the organisation across clinical services, education and research, ensuring operational efficiency, excellent communication and outstanding client experience.
Key Responsibilities
Service & Operations Management
Coordinate and oversee the delivery of a high-quality, customer-focused service across all equine departments
Optimise appointment scheduling by working closely with clinical and administrative teams to ensure best use of staff and resources
Support the smooth daily running of administrative operations, ensuring efficient flow of appointments between teams
Ensure clear, effective communication between clinical and administrative staff at all times
Act as a deputy for the Administrative Manager when required
Team Leadership & Development
Train, mentor and support a growing, multi-skilled client coordination team
Communicate policy and procedural changes clearly and effectively
Support sickness absence management, training plans and professional development
Contribute positively to a culture of continuous improvement
Systems, Compliance & Quality
Support the implementation, training and optimisation of new and existing management systems
Advise on system improvements and future training needs
Prepare and maintain documentation for external quality assurance and inspection schemes
Ensure full compliance with administrative legislation, data protection and organisational procedures
Financial & Client Account Management
Support the management of aged debt and advise on progress when required
Work proactively with the team to prevent the accumulation of outstanding debt
Liaise with insurance providers and external debt collection agencies where necessary
Assist with reconciling daily and monthly accounts, banking procedures and invoicing
Ensure transparent, competitive and user-friendly pricing and costing systems
Client Experience & Reputation
Embed a strong customer service ethos across all teams
Ensure client satisfaction from admission through to discharge
Uphold client confidentiality in line with GDPR and data protection legislation
Contribute to maintaining and enhancing the organisation’s reputation with clients, referring professionals, students and the wider public
Support marketing initiatives, including website content and promotional materials, when required
Knowledge, Skills & Experience
Essential
Extensive experience in administrative or client services operations
Proven experience supervising or managing teams
Strong organisational and planning skills
Excellent written and verbal communication skills
Confidence managing financial processes, invoicing and aged debt
Ability to multitask, prioritise and remain calm in a fast-paced environment
Strong attention to detail and problem-solving ability
Desirable
Experience within a clinical, veterinary, healthcare or similar regulated environment
Familiarity with practice management or workflow systems
Experience supporting audits, inspections or quality assurance processes
Additional Responsibilities
Attend internal and external meetings, training courses and industry events as required
Participate in service reviews, case discussions and continuous improvement initiatives
Display flexibility and a solutions-focused approach to operational challenges
Ensure health & safety procedures are adhered to at all times
Flexibility
This role requires a flexible approach, and the post holder may occasionally be asked to undertake duties outside those listed, in line with operational needs.
WGCCOMMPERM
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