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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