Job Title: Client Care Manager

Location: Eastcott, Swindon

Hours: 40 hours per week  

Salary: £35,000 per annum

Do you enjoy motivating, leading and developing teams? Do you have experience in a client care environment?

We have an exciting opportunity for a Client Care Manager to join our friendly team at Eastcott Veterinary Hospital & Referrals.

The role of Client Care Manager is a key strategic and operational position for the hospital. You will be responsible for delivering service excellence across all aspects of the client journey from referral acceptance, workflow management, 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.

Main purpose & goals

• To promote a good image of our Hospital and branch Clinics through high personal appearance and clear, excellent communication with members of the public and work colleagues
• Ensure that appropriate staffing levels are sufficient to be able to provide the best service which includes supporting with finding cover at short notice if there is absence due to sickness
• Be efficient, pleasant, courteous, polite, concerned and helpful to all clients, under all conditions, at all times, reflecting on our Mars Five Principals and how we use these in every day communication.
• Continually monitor and respond to client feedback, action any suggestions to improve our service, regularly reviewing NPS scoring and working with the teams to continuously improve.
• Define, develop, implement and communicate our client service standard and policies and procedures to ensure optimum service is provided at all times.
• Assist the client care team in creating a harmonious, positive culture in line with our values and vision
• Demonstrate positive leadership by always leading by example, motivate and boost employee engagement, feeding into, reviewing and communicating with the teams regarding our annual Mars Survey and follow up Action Plans
• Play a key role in helping to develop the practice culture, mission and vision in alignment with the Mars 5 principles
• Hold regular 1-1 meetings with your direct reports and ensure this flows down through the team
• Hold regular meetings with the sites to update them on information cascaded down, training and have open communication regarding the day to day running of the sites.
• Build relationships and collaborate with Linnaeus’s central support teams which includes, Payroll, Finance, P&O, Operations, Marketing, Property and Facilities

A copy of the full job description is available upon request.

Benefits

• 5 weeks holiday + bank holidays + Birthday Leave
• Career progression opportunities
• Staff discount schemes
• Life Assurance
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme  
• Wellness program including:
  • Employee assistance program
  • Eyecare voucher scheme
  • Free annual Flu jab
  • Cycle to work scheme
• Recruitment referral reward scheme

About Us

At Linnaeus, we are committed to supporting the physical and mental health of all our Associates. We have an experienced team of Mental Health First Aiders (MHFA) across our practices and central support office in addition to a confidential Employee Assistance Programme which is available for everyone.  

Eastcott Referrals is part of Linnaeus and Mars Veterinary Health, the largest family-owned veterinary company in the world. Being privately owned, we can truly be driven by our purpose, to create a better world, and think long-term as opposed to being focused solely on short-term profits.  

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to speak up, step up and deliver quality services. You’ll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best – care for pets.  

We are committed to fostering a culture that is inclusive and diverse, we care about you and want you to be authentic, with everything you need to perform at your best. We are all individual but two important things bring us together: a commitment to excellence and our passion to achieve our purpose. 

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