Location: Village Vet, Hampstead Hospital, NW3 4AX

Salary: £27,500 per year

Job Type: Permanent, Full-time

Hours: 42 Hours per week

We have are currently seeking a Customer Care Lead to join our fantastic team here at Village Vet.

The aim of the Customer Care Lead is to ensure that our clients receive excellent customer service, advice and care for their pets. You will be a vital part of the leadership team.

We are looking for a diligent, organised professional, with the ability to maintain a harmonious working relationship with others and promote collaboration amongst teams.

The successful candidate will:

• Ensure a high level of customer service is provided front of house and via telephone communication, both by themselves and the team.

• Liase with clients and insurance companies to ensure claims and client data is handled appropriately.

• Work closely with the clinical team to claim appropriately for complicated cases.

• Ensure the practice meet targets set for Pet Health 4 Life sign-ups and 4-week free Pet Insurance with Pet Plan

General responsibilities:

• Fulfil the purpose of the hospital by providing outstanding care and excellent client services.

• Provide effective leadership by engaging the client services team in realising the clinical, operational, and commercial objectives of the hospital.

• Promote, provide, and maintain excellent relationships within the client services team, clinical team, referring practices, clients, and central support team.

• Complete appropriate paperwork efficiently and ensure this is achieved in the client services team.

Key responsibilities:

• Line management of Client Care Team. This includes but is not limited to: regular 1-1s, feedback conversations, absence review meetings, performance management, probationary meetings etc.

• Ensure adequate staffing is in place, including out of hours, on call, and weekend cover where required.

• Assisting with recruitment – providing input on applicants and assisting with the training of new associates.

• Focus on financial management and practice earnings by completing weekly banking and expense records.

• Manage and deal with any feedback or non-clinical complaints that relating to incidents arisen within the hospital, which could have an impact on the reputation of the business, in line with company policy.

• Completing and submitting insurance claims for clients in the hospitals expected 10 day timeframe.

• Demonstrate financial control within the practice and follow up with clients for outstanding payments.

• Work closely with debt collection agencies to retrieve client debt.

Required Experience

• The ideal candidate will be suitability qualified and a diploma holder in client services or customer service, BVRA certificate holder, or equivalent qualification/s.

• Prior experience in veterinary practice and client services is desired. However, another health setting experience would be welcomed.

• Full support and training will be provided for the use of IT equipment.

Benefits

• 5 weeks holiday plus bank holidays and Birthday Leave.

• Career progression opportunities 

• 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 

• Recruitment referral reward scheme

About Us

We are a well-established, RCVS accredited, small animal primary care practice that covers the locations of London, Hertfordshire, and Cambridgeshire.

Alongside all our primary care services we also have a 24-hour continuous care hospital made up of our highly certified specialists and general practice staff to ensure the highest form of veterinary care for the benefits of pets and clients alike.

To submit your application, please click the 'Apply now' button at the top of the screen. You must submit both a CV and Cover Letter to be considered for this vacancy. For any questions, contact Katie Riley on katie[email protected]