Client Care Team Leader

We are looking for a new Client Care Team Leader for our Maidstone Group.

You will ideally need to understand the veterinary industry well, including its products and services and operational protocols and procedures. You will also have exceptional critical thinking skills, which will allow you to address and resolve any client or team member issues that may arise.

Key Responsibilities:

• Manage a team across various local locations, and be proactive and organised in your approach.



• Developing and maintaining an in-depth understanding of our products and services to assist with client queries while acting within operational protocols and procedures.



• Providing empathetic support to clients' needs, offering physical and emotional assistance in often sensitive situations.



• Train and guide the team on following up with payments, debt control, and complaints.



• Ensuring that reception areas are always kept to a high standard of cleanliness and presentation. Ensuring that the team understands the importance of infection control.



• Using the in-house data system facilities and the appointment system (Practice Management System).



• Answering phones and replying to clients via emails, PetsApp, or other forms of communication while following practice protocols and values.



• Following practice protocols for insurance queries, pet health club and animal health certificates, and knowing how to advise clients of the processes and answer any queries.



• Sending and receiving orders, organising stock, and preparing medication for clients.



• A basic knowledge of handling animals and assisting the vet during consultations and euthanasia when needed



• Ensuring the team follows practice protocols and values when dealing with clients face to face, on the phone or when using other forms of communication/systems. Ensuring best practices about PHC, ACH, and insurance claims protocols.



• Assisting with practice marketing initiatives, open days, and other promotional events.



• Actively promoting the practice's ethos in recommending preventive animal healthcare and pet insurance.



• Evaluating monthly KPIs and performance statistics. Attending management meetings when required.



• Creating and managing a staff rota, managing holidays and sicknesses.



• Have regular meetings with your team in groups or one-to-one. Conducting regular performance development reviews.



• Promoting the ethos of the practice in recommending preventive animal healthcare.



• Occasionally working on Saturdays when required.
  
  providing care: 1 year (preferred)


• supervisory: 1 year (preferred)


Licence/Certification:

• Driving Licence (preferred)


• NVQ Level 2 Health & Social Care (preferred)
  
  Additional leave


• Bereavement leave


• Company car


• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Enhanced maternity leave


• Enhanced paternity leave


• Free flu jabs


• Free parking


• Health & wellbeing programme


• Life insurance


• On-site parking


• Referral programme


• Sick pay


Schedule:

• Monday to Friday