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.

Client Care Team Leader

Job Title: Client Care Team Leader (Reception Team Leader)

Salary: £26,000 - £28,000

Location: End Cottage Vets, Howden

Job Type: Full-time, Permanent

Hours: 40 Hours per week

Are you looking for a leadership role in a supportive, friendly team?

End Cottage Vets could have the perfect role for you. We are looking for a new Client Care Team Leader to join our practice.

The Client Care Team Leader is a key role in leading and empowering our front of house team to deliver an outstanding experience to our clients, pets and visitors to the practice.

You will report to, and work closely with the Practice Manager, as well as liaise with other members of the senior team.

Main Purpose & Goals

To promote a professional image of our practice by providing an excellent client and associate experience.

To provide administrative support to the wider team and ensure the smooth running of the practice.

Continually monitor and respond to client feedback, action any suggestions to improve our service.

Develop, implement, and communicate our Client Care values to ensure an optimum service is provided.

Assist the Client Care team to create a harmonious culture in line with our values.

Key Responsibilities

Build relationships with the clients, demonstrate empathy, and facilitate the delivery of an excellent level of service.

Execute good telephone techniques, keep accurate records of discussions and correspondence.

Become familiar with our practice management software and the day-to-day tasks carried out on reception, by being present on the desk and leading by example.

Play an active role in the Client Care team rota by covering a share of deficiencies due to holidays/illness.

Ensure all customer enquiries and complaints are dealt with swiftly, efficiently and by the appropriate person.

Enforce housekeeping rules, ensuring the front of house is kept to the highest standard of cleanliness.

Line manage several of our client care team. Leading by example to motivate and empower your colleagues.

Daily reconciliation of client accounts and payments.

Manage debt collection procedures. Liaise with debt recovery agents and pursue outstanding amounts in a timely fashion to minimise practice debt.

Engage and maintain Pet Health for Life plans to work towards target of 25% penetration.

Ensure all new members of the reception team receive inductions and sufficient training to help settle into their role.

Personal Specification

Experience in leading and motivating a team in a reception/client care environment.

Knowledge of handling customer complaints and debt management.

Cash handling and till operation

Previous experience of working in the veterinary industry or similar (desirable)

IT skills – confident in the use of Word, Excel and Outlook as a minimum.

Be a team player who is able to multi task and work under pressure.

Benefits

25 days annual leave plus Birthday Day (non-contractual)

Life assurance 4 x salary

Pension Scheme 3% employer, 5% employee contributions Salary Sacrifice

Enhanced Sick Pay

Enhanced Family Leave

E-cars Salary Sacrifice (perm only)

Cycle to Work Scheme Salary Sacrifice (perm only)

Refer a Friend

Pet Insurance Discount

Discount Platform – Benefits Hub

Reduced Gym Membership (Pure Gym)

Associate Assistance Programme

Eye Care Scheme

Headspace

Annual Flu Voucher

Wellness program including:

Employee assistance program

Eyecare voucher scheme

Free annual Flu jab

Cycle to work scheme

Interested? If you would like to apply for this role, please click ‘Apply’ at the top of the page. Or, for any questions, please contact sofia.thackray@linnaeusgroup.co.uk
 

At Linnaeus, we are committed to supporting the physical and mental health of all our Associates. We have an amazing 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.

#LI-GP1 #LI-Onsite

Salary Value: £26,000 - £28,000;

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 careers@linnaeusgroup.co.uk