JOB TITLE:    CLIENT CARE ASSISTANT  

REPORTING TO:  CLIENT CARE MANAGER   

OVERVIEW  

Linnaeus owned London Vet Specialists provides generous opportunity for progression and professional development. We provide a bespoke client-patient experience with commitments to clinical excellence and emphasis on the quality of the client journey.

This role devises an excellent opening for a leader in customer services to hone their skills, whilst working with some of the industries most talented and forward-thinking veterinary employees. We provide unparalleled medical care to our patients and a superior customer service to our clientele. We consider our client experience to be amongst the best available, modelling our service on the human private healthcare sector, with a dedicated client care team, always ensuring our clients and referring veterinary practices are treated with trust, honesty, and integrity. We believe that excellent communication is key to successful outcomes for both our patients and their owners.  

London Vet Specialists has recently embarked a new chapter with a major expansion and relocation to a new state-of-the-art hospital in Hammersmith, West London. The hospital boasts an incredible location on the banks of the river Thames and nestled within the bustling and thriving Hammersmith & Fulham neighbourhood. We currently have specialists in multiple disciplines including soft-tissue surgery, internal medicine, ophthalmology, anaesthesia, cardiology, neurology, orthopaedic surgery, dermatology & diagnostic imaging.  In time we will be additionally incorporating oncology & emergency and critical care.  

The purpose of this position is to serve as a member of the reception team providing an excellent service to our clients, visitors, and referring vet practices. This will include arranging appointments, keeping accurate records, various clerical duties related to patient care, treatment, and helping to facilitate accurate communications between clients, veterinary surgeons, our nursing teams, and hospital manager.  

Our client care assistants should create the image and the first impression of our business, remaining calm, courteous, and professional always, regardless of a client or visitor’s behaviour. Our client care assistants should make a positive impression, ensuring clients feel confident in our service, and help to set clients at ease if they are worried.  

This position requires a practical knowledge of the hospital’s organisation and services; the basic rules and regulations governing visitors; dispensing restrictions; basic animal patient treatment; recognition of an emergency; accuracy in transcribing information/messages and a practical knowledge of the standard procedures, veterinary records and terminology used in the practice. Processing insurance claims both for direct payment and on behalf of clients may be a key aspect of this role.  

JOB SUMMARY  

The role is full-time at 40-hours per week.  

The Client Care Assistant is a pivotal role, taking responsibility for ensuring pet owners, referring vets, and colleagues receive the very highest levels of customer service and administrative support.  

The Client Care Assistant, will be responsible for ensuring client, referring veterinary practices, and patients receive a professional and specialist service throughout their time with us.  

The successful candidate will be diligent, organised, and professional, with the ability to maintain a harmonious working relationship with others and promote collaboration amongst teams. The need to be confident, committed, and able to work well under pressure, with exceptional organisational skills. Their ability to prioritise and multi-task is vital. Their ability to work well within an evolving team is crucial, as well as being confident to self-autonomously and independently focus on activities.   

Previous experience in a high-end customer service position is essential for this role.   

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

They will have a minimum of 1-year experience within veterinary, desirably at referral hospital level.