![LINNAEUS VETERINARY LIMITED](https://media.trabajo.org/img/noimg.jpg)
Head of Client Services
2 weeks ago
Location:
Station Farm, London Road, Six Mile Bottom, Cambridgeshire
Hours:
Full time
Practice:
Dick White Referrals
Job Title:
Head of Client Services
Salary:
Up to £48,990 per annum DOE
Location:
Newmarket / Cambridge
Job Type:
Permanent
Hours:
Mon
- Fri
Your role and responsibilities
The Head of Client Services is a pivotal role at DWR; taking responsibility for ensuring every referring vet, pet owner and clinical colleague receives the very highest levels of care and support.
Leading the front-end reception and concierge teams, telephony office, and case managers, the postholder will accept nothing but service excellence and consistency from the teams they lead.
KEY RESPONSIBILITIES
The Head of Client Services will work in close alignment with the Senior Leadership Team to ensure effective systems and processes are in place to deliver key performance indices whilst providing outstanding experiences to our referring vets, pet owners and clinical teams.
They will work in close partnership with DWR's credit control lead and Finance Business Partner and provide strong and inspiring leadership.
This leader will be responsible for bringing in process improvements and organisational structures which utilise the team's resource to maximum efficiency and effectiveness.
Leadership
- Ensuring each team leader has a clear, comprehensive job description, targets and KPIs and is appropriately supported, encouraged, and challenged to successfully deliver in their role
- Champion a culture of selfreflection, identifying opportunities to learn and 'do better' to meet agreed performance objectives
Recruitment and training
- Review our recruitment process to ensure we attract appropriate and commitment applicants; critically evaluate our training practices to ensure smooth and timely onboarding of new starters and better long term retention
Telephony & Reception
- Inspiring client service colleagues to deliver outstanding service so that interactions with a pet owner or referring vet leads to a positive review
- Guaranteeing calls from clients (pet owners and referring vets) are dealt with efficiently and professionally meeting call wait time and call serviced targets paying priority to emergency referrals
- Ensuring all pet owners and their pets receive a consistent and professional welcome on site
- Ensure reception is supporting in debt management and case management activities by knowing status of customer accounts
Case management
- Establishing consistency across all disciplines in the client and patient journey from the moment a referral is received to communication with our referring vets following patient discharge
- Actively contribute to debt management with robust processes centred around direct insurance claim approval, reduction of missed fees, deposit requisition, insurance claim submission and account settlement
- Ensure clients are receiving regular contact surrounding their accounts, active liaison with clinical teams to ensure this is giving the client the best possible chance to make informed decisions
Clinical support
- Continually seek to better understand and improve the administrative support needs of clinical teams
Benefits
- 5 weeks holiday + bank holidays + Birthday Leave
- RCVS & VDS fees paid
- External CPD funded
- Extensive free online Linnaeus CPD programmes
- Career progression opportunities
- Staff discount schemes
- Enhanced sickness pay
- Enhanced equal family leave
- Ecar salary sacrifice scheme
- Wellness programme including:
- Employee assistance programme
- Eyecare voucher scheme
- Free annual Flu jab
- Cycle to work scheme
- Childcare vouchers
- Recruitment referral reward scheme
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.
For more information, click here.Part of an amazing global family
Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best - caring for pets.
We are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team.
Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.The future of the veterinary world is at the heart of everything we do.
We are all individual but two important things bring us together:
a commitment to excellence and our passion to make
A BETTER WORLD FOR PETS.
Linnaeus is owned by Mars, that makes us part of their 70,000 Veterinary Health Associates who spend their days thinking about the 400
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