Lead Client Care Assistant (Lead Receptionist)

Village Vet are looking for a confident, pro-active associate to join our friendly team as a Client Care Lead! Your role and responsibilities The ideal candidate will be able to demonstrate extensive client care experience within the veterinary (or similar) industry and prior leadership experience is a must. This role will also have a focus on insurance claims, so knowledge of the veterinary insurance process would be a bonus! We need someone that is able to lead by example to promote positive, open communication across all teams and go above and beyond for our clients. This role will require extensive communication with clients, staff, the wider team and other businesses by telephone, face-to-face, email and possibly some good, old-fashioned letter writing, so you must be confident and competent across all. Other duties to include, but not limited to:

• Working closely with senior managers in the clinical, marketing, financial and human resources teams to deliver and promote practice objectives.
• Liase with clients, the clinical team and insurance companies to ensure claims are managed and processed correctly.
• To manage, motivate and support the reception team in upholding our high standards.
• Act as line manager to the reception team, organising regular appraisals and team meetings.
• Creation of team rota and management of TOIL, absences, and holiday requests/cover.
• Ensuring practice GDPR compliance.
• Creation of weekly expense reports.
• Aid in recruitment, induction, and training of staff.
• Responding to client feedback and implementing changes where necessary.
• Appropriate management of consultation and surgical diary.
  
  Village Vet is a progressive, forward-thinking, veterinary group consisting of primary care practices, 24-hour hospitals and a referral centres across London, Hertfordshire, and Cambridge. We believe in supporting our staff, investing in our facilities, and ensuring that our clients and their pets receive only the very best, modern care. Our staff are motivated and encouraged to gain additional certifications across all levels of employment and we offer career progression within our group., Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best - caring for pets. We are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team. Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.
The future of the veterinary world is at the heart of everything we do. We are all individual but two important things bring us together: a commitment to excellence and our passion to make A BETTER WORLD FOR PETS. Linnaeus is owned by Mars, that makes us part of their 70,000 Veterinary Health Associates who spend their days thinking about the 400 million pets of the world and how to improve their lives. Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best - caring for pets. Our Associates are fundamental to our success and we are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team. Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates. Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment, we are committed to fostering a culture that is inclusive and diverse for all our associates.


• 5 weeks holiday plus bank holidays and Birthday Leave
• reer progression opportunities
• Extensive free online Linnaeus CPD program and BVRA training
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• Employer contribution pension scheme
• Wellness program including:
• Employee assistance program
• Eyecare voucher scheme
• Free annual Flu jab
• Cycle to work scheme