Veterinary Client Care Advisor

2 weeks ago

Lytham St Annes, United Kingdom Myerscough Veterinary Group Full time

**Job description Veterinary Client Care Advisor - St Annes**

Reporting to Practice Manager, My Vet

**Values**: Our core values are what make the group a successful and fun place to work - we remain true to these values:

- **Openness** - we share information, we’re open to ideas, we speak our minds
- **Respect** - we respect the individual and aim to treat people decently
- **Engagement** - our success depends on our commitment and the engagement of our local teams
- **Dialogue **- we discuss before we decide
- **Entrepreneurship **- we innovate and look for opportunities to succeed profitably in a changing world

**This is the basis of great Teamwork.**

**Main Purpose of Role**:
To be the first point of contact for clients and the general public both on the

telephone and in person. Demonstrating a professional and knowledgeable impression to promote the practice and give confidence to our clients.

**Description of duties and responsibilities**
- Ensure that all visitors to the practice are met in a professional, friendly and courteous manner at all times.
- Inform and educate clients, providing excellent customer service at all times, in a professional, sympathetic and courteous manner
- Telephone calls should be answered as a matter of priority (3 rings) to ensure that all client enquiries are dealt with promptly and professionally
- Follow the 5 key steps to successful call handling:

- Answer and introduce yourself: ‘Good morning/afternoon/evening Myerscough Vets,
- . speaking, how may I help you?’
- Understand the nature of the person’s enquiry, obtain their name and the name of the pet and use both where appropriate
- Provide an explanation, don’t just quote a price
- Show interest and warmth towards their pet
- Offer a choice of appointments
- Preparing prescription medication under vet instruction
- Assisting the vet with animal handling as required
- Admitting and discharging patients for routine operations
- Control of stock in the branch to the agreed level including completion of stock takes
- Care and presentation of the client areas and waiting room stock
- Ensure clients pay for services on day of treatment, monitor and progress client debt
- Reconciling payments, cashing up, administration as required
- Convert enquiries to appointments wherever possible to maintain pet healthcare.
- Check/update vaccine/contact details upon each visit or during each phone call.
- Educate all clients about practice services and actively promote Pet Healthcare Plans and Pet Plan insurance.
- Adhere to all practice/reception policies/procedures to ensure an excellent level of customer service to our clients at all times.
- Under the Health & Safety at Work Act 1974, it is the duty of every employee to take reasonable care of themselves and others at work. This also includes taking care of equipment and reporting immediately any items not working.
- Any other reasonable task required

**Dress Code**:

- Blue tunic and Blue trousers.
- Shoes should be black and be of any sensible style which will not compromise your safety and comfort (Trainers/stilettos/platform shoes should not be worn).
- Hair should be tied up in an appropriate manner.

**Hours of work**
- Monday 9.00 - 18.30 with 1-hour break
- Tuesday 9.00 - 18.30 with 1 break
- Wednesday 9.00 - 18.30 with 1-hour break
- Thursday 9.00 - 13.00 with no break
- Friday 9.00 - 18.30 with 1-hour break
- Saturday 9.00 - 13.00 with no break
- Total hours 40 per week with 1 in 2 Saturdays at the St Annes branch
- _Additional hours will be necessary during a stock take._

**Location**
- St Annes

**Skills and attributes required**
- Able to work unsupervised
- Confident and calm, trustworthy, reliable
- Accurate
- Customer friendly
- Friendly, cheerful, polite and well presented
- Good telephone skills
- Clearly spoken and polite
- Able to take clear and accurate messages
- Numerate
- Able to do reception duties, use the computer, take payments and cash up
- Flexible
- Able to work variable hours if required
- Animal care
- Animal handling experience and interest
- Knowledgeable in animal care products and services

**Qualifications and experience**
- 5 or more GCSEs
- Animal care qualification or experience
- Reception experience an advantage
- Satisfactory references

**Remuneration**
- Starting rate £11.09 per hour.
- 6.6 weeks holiday equivalent including bank holidays
- Staff discount off goods and services
- Auto enrolment pension with company contributions

**Job Types**: Full-time, Permanent

**Salary**: From £11.44 per hour

Expected hours: No more than 40 per week

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Gym membership
- Health & wellbeing programme
- Sick pay
- Store discount

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person

Reference ID: CCAST

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