About Us
The Premier Vet Alliance is a world leading veterinary group with more than a decade of experience delivering premium care to all our veterinary and animal health customers, working in partnership with more than 3,000 practices throughout the UK and around the world.
We provide technology, training, financial, marketing and business intelligence to create bespoke preventative health care plans to support the growth of businesses and improve the health and wellbeing of pets around the world.
Overview
First point of contact for all our member practices and their clients, always providing the highest level of customer service. Also involved in the day to day running of the Pet Care Plan in the office, assisting where required to provide the very best service.
We're seeking a proactive and customer-focused Client Services Administrator to join our Customer Service team at Premier Vet Alliance. This full-time, office-based role is the first point of contact for our veterinary partners and their clients.
Our values are Empathy, Prove-It, Integrity and Curious and we are looking for someone whose values align with ours.
The ideal candidate will have previous experience in a customer service or call centre environment, veterinary or financial service background is advantageous, strong communication skills especially when dealing with vulnerable clients, and the ability to manage high volumes of queries by phone and email. They'll be detail-orientated, comfortable working with sensitive data, and able to resolve payment-related and account issues efficiently.
A good grasp of GDPR, Microsoft Office and bespoke systems, and working to KPIs is essential. Experience with direct debit systems is a plus. We're looking for someone collaborative, organised, and keen to contribute to continuous improvement while delivering excellent service every day.
Key Responsibilities
* Handle incoming calls and emails from veterinary practices and pet owners promptly, professionally, and within agreed timescales to meet service and call handling targets.
* Investigate and resolve payment-related issues, including failed direct debits, ensuring accuracy and timely resolution.
* Maintain and update accurate pet owner account details, including bank information and contact details, in compliance with GDPR.
* Liaise effectively between veterinary practices and pet owners to resolve queries and issues.
* Identify and escalate complex payment or technical issues to the Finance team or Second Line support.
* Build and maintain strong internal and external relationships to support smooth operations.
* Accurately document customer interactions to maintain database integrity and service records.
* Collaborate with team members and management to ensure consistent service quality and minimal errors.
* Suggest improvements to enhance customer experience, operational efficiency, and identify recurring issues for escalation.
* Participate in training, development, and additional duties as assigned to support personal and team growth.
* Perform additional duties as assigned by management
Requirements
* Excellent communicator and interpersonal skills.
* Enjoys providing a high level of customer service.
* Ability to deal with demanding clients and deadlines.
* Excellent attention to detail both written and oral.
* Demonstrates a curiosity, seeking to improve service delivery.
* Good computer literacy with working knowledge of Microsoft Office Software.
* Target driven with previous experience of working in a KPI driven environment.
* Good analytical and problem-solving skills.
* Experience with direct debit payment systems or financial compliance processes is advantageous.
* Call centre experience desirable.
* Experience in Financial Services or Veterinary Administration/Services advantageous.
Benefits
* Access to Medicash Health Plan with Level 3 cover for yourself and your (up to 4) children
* 22 days annual leave, raising each full calendar year worked up to a maximum of 30 days, plus bank holidays
* Group Life Assurance of 4x Annual Salary
* Company Pension scheme
* Free Workplace Gym Access
* Employee Assistance Program
* Cycle To Work scheme
* Workplace Referral scheme
Job Type: Full-time
Pay: £26,162.00 per year
Application question(s):
* As we are a financial services company, successful candidates are required to go through a screening process prior to starting employment with us. Are you happy to undergo a screening process?
Experience:
* Customer service: 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person