Job Description

Job Title: Client Care Team Leader
Location: IVC Evidensia Referral Hospital - Blaise Referral Hospital
Reports to: Relationship Manager
Line Manager to: Client Care Team

Main Purpose of RoleTo provide reliable reception and administrative support to the hospital; by ensuring the reception team receive and manage phone calls, welcoming clients and their pets and ensuring all administrative tasks are completed in an accurate and timely manner Leading from the front to support clients and their pets in a friendly and professional manner Working within as strong team dedicated to delivering a high standard of client care working closely with the Hospital Relationship Manager To support and line manage the client care team to ensure they are always committed to delivering an exceptional level of service and client care


Relevant ExperiencePrevious experience of working within a customer service environment is essential Line management experience is required Experience in a previous veterinary role is preferred


Personal AttributesAble to develop a strong working relationship with a wide range of internal and external stakeholders Passionate about client experience Commitment to professional and ethical standards Aligned with company values (see below) Positive outlook with confidence and belief in own abilities Flexible and collaborative approach


Key Priorities

People:Line management responsibility of the client care team Responsible for line management including but not restricted to: HR procedures -absence reviews, RTW, appraisals, investigation, holiday management Day to day running of the reception team, to include rota management, gaps filling, recruitment, resource allocation, and induction of the team Coaching and developing the team to deliver an exceptional service Give regular feedback on call handling to all staff in line with company standards and implement coaching & performance plans as required To deliver feedback - constructive and positive to the team regularly To ensure IVC Evidensia values are embedded within the client care team Promote and encourage the client care team to attend regular staff meetings Highlight any health and safety related issues within the reception and waiting room environment to the Relationship Manager Ensure all IVC Evidensia policies and procedures are adhered too and challenge behaviour that goes against our values, culture, or policies Maintain the waiting room and reception area, ensuring both are always clean and tidy


Process:Welcome clients and their pets in a warm and professional manner completing all relevant paperwork Ensuring an exemplary standard of client and patient care is always delivered Support Relationship Manager in dealing with client and partner practice complaints Answer and handle all calls in a professional manner following all appropriate IVC Evidensia SOP's Pass on important information regarding incoming patients to veterinary and nursing staff Build practice management diaries and templates to suit the needs of the business Take trends from both good reviews and bad and suggest ways to innovate and improve the service level Ensuring rotas are completed for the reception team at least 3 months in advance Identify areas of operational improvement within the client care team and lead projects to support this


Profit:Liaise with clinical staff to ensure clients are seen quickly and efficiently and ensure clients are informed of any delays and are kept up to date whilst waiting to see a member of the veterinary team Assist Specialist staff to ensure all case reports and letters etc. for referral clients are sent to referring practices and clients Collect payments from clients and maintain accurate records Ensure all information is collected from clients to enable insurance forms to be completed Cashing up and banking on a determined basis Control and reconciliation of petty cash on a determined basis Accurately keep track of safe float Completing online timesheet authorisation for hours worked weekly and month/year end Undertake all administrative duties as and when required Anticipate staffing requirements in reception and recruit staff/issue overtime to an agreed budget as allocated by Relationship Manager Communicate with the team monthly and quarterly re overtime and carry over of hours Ensure stationery and supplies are ordered and within agreed budget

Internal and External Relationships:Build and maintain excellent working relationships with the management team Build and maintain excellent working relationships with the admin team Ensure Clients, Referring and Partner Practices receive the best customer experience possible Regularly review client feedback via online sources

Functional and Technical Knowledge:Computer literacy with excellent knowledge of MS Office packages Highly effective organisational skills and attention to detail Financial acumen to support sound decision making Ability to articulate with clarity through written and verbal communication

Communication Responsibilities:Able to communicate with wider hospital team around client experience Empathetic approach, on the phone, capable of remaining calm Can make decisions about calls in difficult situations Good telephone manner - client care, emotionally controlled way Escalate where necessary to Relationship Manager or Hospital Manager

Our Values

At IVC Evidensia we share a common vision, mission, customer promise, purpose and group strategy across all our clinics and hospitals.

In addition to a competitive salary, you will benefit from:
6.6 Weeks annual leave Additional annual leave for your birthday which will be added to your holiday allowance Enhanced family-friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay Cycle to work scheme Initiatives focused on employee wellbeing Non-accidental injury support Learning and development opportunities via the IVC Evidensia Academy Pawsome Benefits - reward gateway giving discounts and cashback with 100's of retailers Pension scheme Discounted staff pet care

Up to 30,000 per annum