If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

JOB TITLE: CLIENT CARE MANAGER
REPORTING TO: HOSPITAL MANAGER
LOCATION: ANDERSON MOORES VETERINARY SPECIALISTS

Overview
The role of Client Care Manager is a key strategic and operational position for Anderson Moores Veterinary Specialists. Reporting to the Hospital Manager, you will be responsible for delivering service excellence across all aspects of the client journey from referral acceptance, client feedback, complaints, insurance, and financial controls. This role requires strong, inclusive, decisive leadership, clear communication, and the ability to inspire and motivate a team in order to achieve the practice’s goals.

The position will include providing performance reviews, training and development for all client care associates working within your team. Approximately 80% of the working week will be spent undertaking operational duties, role modelling service and operational excellence within the practice.
You will work closely with our Senior Leadership Team (SLT), preparing and presenting data insights each week. The role also involves working closely with key stakeholders across the Company, including our referring vets (RV’s), Business Relationship Manager (BRM), hospital leadership team, and our central
operations support teams.

Main purpose & goals
The Client Care Manager is responsible and accountable for the delivery of an outstanding customer experience and a seamless client referral journey. A key responsibility of this role will be to plan effectively and efficiently so that we can maximise diary occupancy in line with referral demand.
You will have a passion for delivering the best possible service and outcomes for patients, customers, our associates, and the wider group. Being brave to challenge the status quo and to consider new and innovative ways to support the practice and its performance.
You will lead and contribute to associate engagement to help deliver a positive and supportive working environment. You will support the development of the Client Care team, leading by example with excellent coaching and communication skills, ensuring collaborative and effective working relationships between
teams, our leaders, and other group associates.
The Client Care Manager will work closely with the Hospital Manager and SLT to ensure effective, robust systems and processes are in place to deliver key client and financial performance indicators, whilst providing an outstanding service to all our pet parents, referring vets, and associates.
This is a pivotal role, taking responsibility for ensuring pet owners, referring vets, and associates receive the very highest levels of customer service and administrative support. You will provide inspirational, professional leadership and operational management to the reception, referral, administration, and financial teams,
alongside contributing to the wider strategic management and development of the business.

Key responsibilities
Leadership
• Bring the company values, leadership behaviours and The Five Principles to life through effective role
modelling, collaboration, challenge, developing talent and associate engagement.
• Effectively lead change across the teams through ensuring a consultative approach with associates and
ensuring that the reasons for change are effectively understood, owned, and implemented.
• Build a high performing, multi-skilled team through the attraction and retention of highly skilled and
capable associates.
• Ensure all client care team members clearly understand what is expected in line with the OKR
(Objectives and Key Results) framework, whilst always being appropriately supported, encouraged, and
challenged to successfully deliver in their role.
• Champion a culture of self-reflection, identifying opportunities to learn and develop in role in order to
exceed agreed performance objectives.
• Direct, coach and support associates through regular quality interactions, delegating accountability
through a devolved leadership culture of ownership, engagement, and empowerment.
• Create a high-performance culture through effective communication by demonstrating an awareness of different communication styles and behaviours and responding to these.
• Effectively manage any performance development opportunities, in line with Company policy.
• Lead our recruitment process for the Client Care team, to ensure we attract the right applicants in line with our service excellence goal. Critically evaluate our training practices to ensure smooth and timely onboarding of new starters and long-term retention.
Customer Service
• Ensure the Client Care team are delivering an exceptional service to each and every client, alongside a seamless client journey focus.
• Lead by example in role modelling exemplary customer service, coaching an empowered team to effectively resolve any customer complaints.
• Develop and maintain relationships with our referring vets, working closely with the BRM to review referral data and strategically plan around this.
• Analyse all client data each week, preparing insights to share with the SLT and recognition for associates.
• Liaise with leaders across all teams to ensure we are maximising resource and occupancy levels so as to aid efficient patient flow throughout the hospital.
• Ensure clients are receiving regular contact regarding their accounts, liaising actively with relevant teams to ensure the client is well informed at every stage of the client journey.
• Effectively plan team coverage to ensure that we provide service excellence to both our referring vets and our clients.
• Working closely with the BRM, Marketing Manager to effectively understand customer needs and enhance the overall customer experience.
• Review all processes regularly to ensure we are working efficiently and effectively, implementing any company initiatives to the agreed timescales.
Transformational Growth
• Work closely with the hospital leadership to achieve the delivery of the annual budget and financial targets.
• Ensure the client financial journey is seamless across the hospital, coaching and leading your team to deliver on key financial targets.
• Actively contribute to debt management with robust processes centred around insurance claims, missed billing, deposits and account settlement.
• Update the SLT each week with key referral data, including client metrics.
• Develop relationships across the region and wider Company, sharing best practice and understanding what opportunities exist for the hospital.
• Review all processes regularly to ensure we are working efficiently and effectively, implementing any company initiatives to the agreed timescales.
• Ensure compliance with all relevant Company internal controls and Practice Standards Scheme criteria.

Hours of work
• 40 hours - with the expectation to engage with weekend team as appropriate.
• Core hours, Monday to Friday 08:00-19:00 (with flexibility across 07:00-20:00 as required). Salary is competitive depending on experience.
• Assist with bank holidays and weekend cover as required.

Specification
Experience

Essential

•Proven experience in leading and developing a team within a veterinary/healthcare or commercial environment.
Desirable

•Veterinary leadership experience.

Knowledge

Essential

• Leadership
• Customer service
• Commercial focus

Desirable
• Knowledge of veterinary market and
practice standards scheme criteria.

Qualifications

Desirable

• BVRA – any level.
• Coaching and leadership training.

Skills & abilities

Essential

• Team development and coaching.
• Communication and change management.
• Commercial and financial acumen.
• Strong organisational and influencing skills.
• Ability to prioritise and plan effectively.
• Ability to remain calm under pressure.
• Excellent written/verbal communication skills.
• Microsoft Teams, Powerpoint and Excel.

Other skills

Essential

• Approachable and authentic.
• Growth mindset.

The closing date for applications is Wednesday 28th August.

For more information please reach out to Talent Acquisition team member [email protected] 

We are proud to be Linnaeus, part of Mars.

Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people.

Why Linnaeus?

-    We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets

-    We lead on sustainability and collectively drive positive change for people, pets and the planet

-    We prioritise your mental health and wellbeing – valuing equity, diversity and inclusion

-    We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one.

We team up within our Mars family in partnership for a stronger future.

Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates.

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people.

If you would like to apply for this role, please click the ‘Apply’ button or for more information or please reach out directly to our Talent Acquisition team at [email protected]