Job Description
Main purpose of job:
The focus of the client care advisor is to provide an exceptional service to our clients; and to help deliver the best care possible to their pets. Providing a critical link between clients and the clinical team, the Client Care Advisor’s ability to build strong relationships will be key to the success of the practice.
The role of a Client Care Advisor is the first point of contact for our clients and is the last person our clients see before leaving. This role will play a key part in delivering the overall client experience and the overall success of the practice.
He/she will have a personal approach and be empathetic, pro-active, highly organised, and with a genuine desire to support our clients and patients.
Must be flexible, engage well with the team.
Rota pattern includes Mon to Fri - 8 hour shifts between store opening hours. One 10 hour shift per week with one day off per week to accommodate. 1 in 2 weekends.
Key responsibilities:
- Act as the face of the business – welcome all clients and patients to the practice, showing professionalism and care
- Managing client expectations – openly and confidently discussing client need as appropriate to the role, referring to the clinical team as needed.
- Pro-actively manage appointments and client visits – maintain accurate visit records using the in-house systems and provide related data.
- Be safe – Act in compliance with all legal and company-wide safety and wellbeing policies and procedures.
- Make a great impression – Work with all members of the team to maintain the practice to the highest standards of client and patient care in a welcoming and professional environment.
- Account management – Handling payments and charging for services provided by the practice, dealing with insurance claims and client debt.
- Practice administration – To include managing the in-house database including up to date contact details for all clients, appointment generation, and face-to-face, telephone and email communication with clients and colleagues.
- Care plans – Introduce clients to practice care plans and preventative pet health care.
Requirements for the role:
Personal attributes:
- Enjoys engaging with clients and their pets, and to do what’s necessary to deliver the best service.
- Excellent verbal and non-verbal communication
- Professional, confident and calm approach.
- Passion for people and pets
- Easy-going, confident and assertive, inspires confidence in clients and colleagues that he/she will do what they say they will do.
- Determined to solve problems for clients.
- Enthusiastic and positive yet emotionally resilient and able to work in a highly pressurised environment.
- Flexibility to meet the needs of the business.
- Able to multi-task.
- A desire to improve the customer experience.
Experience:
- Successful applicants need not have previous Veterinary or reception experience, but must be flexible and able to fulfil the outlined requirements with training and support.
Skills and knowledge:
- Provide excellent levels of service to clients to anticipate and meet their needs, and their expectations.
- Good organisational skills.
- Basic IT skills and computer literate.
- Ability to respond to colleague and clients appropriately and take the initiative.
- Confident in managing clients’ expectations, and those of the team. Can deal with clients confidently when their expectations are not met.
- Commercially focused – delivers commercial results through relationships and meeting clients’ needs.
Job Type: Part-time
Salary: £11.44 per hour
Job Types: Permanent
Part-time hours: 40 hours per week
Benefits:
- Company pension
- Employee discount
- On-site parking
- Sick pay
- Store discounts
Application deadline: 24/04/2023
Reference ID: Client Care Advisor 2023 (2)
Expected start date: May 2023
Job Types: Full-time, Permanent
Salary: From £11.44 per hour
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Store discount
Schedule:
- 10 hour shift
- 8 hour shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Milton Keynes, MK1 1BN: reliably commute or plan to relocate before starting work (required)
Experience:
- Veterinary Receptionist: 1 year (preferred)
- Customer Service: 1 year (preferred)
Work Location: In person
Application deadline: 24/04/2023