JOB DESCRIPTION
Applicants should be able to travel to and between branches, with their own transport. Our rotas reflect our trading hours and so shifts may vary to cover both mornings and into early evenings.
We are excited to be able to offer a client-facing opportunity as part of our experienced and caring team at our Veterinary Hospital and clinics.
FIRST IMPRESSIONS LAST Our Client Care team is most often the first point of contact with our practice for a client (or potential client) and it is the experience at this first touchpoint which will often leave the greatest impression. Our team strives to consistently deliver the highest standards of service and our Client Care team is key to this; they often spend more time in front of our clients than our clinical teams.
SUMMARY: Our compassionate and caring client-facing team is pro-active in engaging with our clients, with pride taken in the high level of service delivered across the board in the Hospital and at our branch clinics. The team benefits both from training sessions with visiting professionals and medicine reps, as well as from our own in-house non-clinical training, led by our own Support and Development Manager. This is driven by a desire to keep abreast of all the products and services available for clients as well as progression for their own development. Progression is one of our core values.
Whilst information is important, clients don't care what you know until they know that you care.
This is a role which will require cover for more than one of our sites, and it includes a 1:5 Saturday rota.
Although our Veterinary Hospital is based in Malmesbury, we also offer clinics and services at nearby Nailsworth, Royal Wootton Bassett and Tetbury. Shifts are sometimes split between clinics and so while Malmesbury is the base, you may live closer to one of the other locations. Mileage reimbursement is available subject to certain conditions.
SKILLS REQUIRED:
* Great customer service skills
* Understands and prioritises the needs of owners and their pets
* Effective communicators (and tech savvy) - in person, on the phone, in correspondence or via digital media
* Remain composed and emotionally resilient when under pressure in a busy environment
* A team player - we support each other
KEY RESPONSIBILITIES:
* SETS TONE/STANDARD FOR CLIENT EXPERIENCE AT START & FINISH
* MANAGES CLIENT EXPECTATIONS EFFECTIVELY TO AVOID DISAPPOINTMENT
* ENSURES CLIENT QUESTIONS/CONCERNS ARE ANSWERED EFFICIENTLY USING KNOWLEDGE AND RESOURCE AVAILABLE
* LISTENS, INDENTIFIES NEEDS AND REPEATS BACK TO CLIENT TO CONFIRM UNDERSTANDING (ESPECIALLY ON PHONE)
* PROVIDES INFORMATION TO CLIENT AND ENSURES THEY UNDERSTAND VALUE OF OUR SERVICE; NOT JUST GIVEN A PRICE
* SHOWS EMPATHY & UNDERSTANDING TO CLIENTS – ALWAYS CONSIDERING WHAT THEY MAY BE FEELING
* ALWAYS REMEMBERS THAT NOTHING IS ROUTINE FOR A CLIENT – ENSURING UNDERSTANDING AND REASSURANCE
* WHEREVER POSSIBLE ENGAGES WITH CLIENTS WHILE THEY WAIT
* ENSURES THE RECEPTION AREA REMAINS CLEAN & TIDY AND UP-TO-DATE WITH CLIENT INFORMATION
* PROACTIVE IN FOLLOWING THROUGH TO CONCLUSION ANY OUTSTANDING CLIENT QUERIES
* SHOWS DISCRETION AT ALL TIMES AND REMAINS MINDFUL THAT OTHER CLIENTS ARE OFTEN IN THE AREA
* REDIRECTS CALLS EFFICIENTLY, WHICH MAY OR MAY NOT BE FROM CLIENTS
* ENSURES CLIENTS ARE AWARE WHAT THEY ARE PAYING FOR WHEN SETTLING ACCOUNTS
* LOOKS FOR OPPORTUNITIES TO IMPROVE CLIENT EXPERIENCE & FEEDS BACK IDEAS
* REMAINS PROFESSIONAL AT ALL TIMES ESPECIALLY IN FRONT OF THE CLIENT
* PROMOTES SERVICES AND PRODUCTS TO BOTH VISITORS AND CLIENTS
* BUILDS RELATIONSHIPS AND CLIENT LOYALTY – encourages feedback too, including review sites
Job Types: Full-time, Part-time, Permanent
Pay: £12.60 per hour
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Enhanced maternity leave
* Health & wellbeing programme
* Sick pay
Ability to commute/relocate:
* Malmesbury SN16 9AU: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Why does this role appeal to you?
* Have you attached a cover letter?
Experience:
* Customer service: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person