We have an exciting opportunity for someone with excellent people and management skills.
Our Reception Client Relation Lead will work closely with our Hospital Manager to ensure the effective and efficient daily operation of the front of house. This role involves training and supporting colleagues to deliver high standards of customer service for our clients and their pets.
About us:
We are a friendly, large team that values close relationships with our clients. Our focus is on providing excellent customer care to help pets live long, happy, and healthy lives. Your role will be to provide exceptional service to clients and the best care for their pets, acting as a link between clients and the clinical team. Building strong relationships with clients, their pets, and the practice team is essential for success.
Your outstanding client service will ensure client satisfaction and encourage their confidence and loyalty. You will greet clients, offer support and guidance, manage payments, and handle future bookings. You will also assist with the day-to-day organization and management of the reception team, always striving to deliver high-quality customer service and contribute to the practice's growth.
Typical daily responsibilities include:
* Collaborating with the Hospital Manager to ensure the front of house and pharmacy are fully staffed and functioning efficiently.
* Training staff to provide professional, high-standard customer service, reducing wait times, and improving communication.
* Providing constructive feedback to colleagues and management to enhance service quality.
* Supporting rota planning and diary management, reviewing holiday requests, and communicating with the team.
* Maintaining cleanliness and presentation standards in reception, pharmacy, and phone areas.
* Enhancing the client/patient journey through feedback forums, reviews, and social media engagement.
* Assisting with hospital inspections and striving for excellence in client care.
* Handling complaints via phone, in person, or in writing, acting as a first point of contact for the team and clients.
* Maintaining product knowledge and upselling where appropriate.
* Training the team on RX processes, call handling, and procedures.
* Ensuring adherence to company policies and procedures.
* Providing support during bereavement situations with sensitivity and compassion.
* Understanding financial controls and KPIs relevant to reception and business growth.
* Complying with health and safety regulations.
* Leading the team to success, fostering a positive work environment.
* Planning CPD sessions and team meetings.
* Communicating effectively with the team daily.
* Managing pharmacy stock levels and completing daily tasks.
* Supporting team efficiency through administrative tasks.
* Conducting regular reviews and attending management meetings.
* Managing sickness cover and scheduling.
The role involves working 40 hours per week across shifts, including a 1-4 weekend rota, from 8 am to 9 pm.
Benefits include: 20% discount at Vet Group, Pets at Home, and Groom Room; access to discounts and cashback offers; in-house career development; pension; holiday allowance; gym membership; private healthcare; birthday holiday; and more.
Location: NN5 5JW
We value diversity and are committed to creating an inclusive environment. We encourage applications from all backgrounds and experiences. Even if your skills don't exactly match the listed requirements, if you believe you can contribute through your values and behaviors, we want to hear from you!
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