Head of Client Services

4 months ago

Essex, United Kingdom Basildon Pitsea Vets for Pets Hospital Full time

Head of Client Services
- Basildon Pitsea 24 hour Hospital

We are a well-established practice based in Basildon and are looking for an enthusiastic, friendly, passionate Head of Client Services who wants to be part of a welcoming and vibrant team.

What your typical day will look like:
The head of Client services is accountable for overseeing the overall client journey. This role is pivotal in ensuring excellent client care within our 24-hour practice. Reporting to the Director of People and Operations, this person will be expected to manage the client facing teams, and managers as well as liaise with clinical teams to support growth, improvement, and service initiatives. The key purpose being to deliver the highest standards of service and care to our clients. Using data, feedback, reports as well as on the ground experience to enhance our offering. Ensuring our client facing colleagues, and leadership team are fully trained, supported, and able to offer their best.

This role will involve working closely with our clients and colleagues within the practice, and store to deliver gold standard care at every touch point in our client areas.

Key Responsibilities:
Ensure required services by clients or Strategic stakeholders are completed on time and to agreed quality standards or service level agreements.

Create a “best in class” customer experience for customers (Pets & Clients) and clinical partners and ensure a high level of customer satisfaction and welcoming space for pets, pet owners, joint venture partners and the community around us.

Working with support office to consider marketing plans, social media focus and community engagement.

Ensure all complaints, feedback and opportunity is addressed within reasonable timeframe and using all tools available. Inc google reviews/complaints procedures.

Proactively identify opportunities to improve client experience and reduce customers complaints.

Marketing the practice, building reputation through all social media channels and group channels to maximise digital footprint including community engagement.

Proactively using complaints to improve service, as well as provide training and support to implement learnings from complaints analysis.

Call monitoring and training. Utilising tools to enhance, train and deliver excellent service to our clients and their pets.

Overseeing recruitment and training of client facing team.

Development of client facing team through training, 121’s CPD and on the spot coaching. From your management team, through to the client care advisors.

Human Resources - Support on all people related matters and ensure culture and values is at the heart of everything you do. Escalating and working closely with Director of People.

Mentoring, Development and Monitoring -Make sure our team is set to perform at their best with the help of the Director of people. Excellent presentation, and communication skills is essential.

Communication - Provide accurate and timely updates on all internal developments via the appropriate channels. Supporting our internal communication strategy to enhance the communications between departments.

Being on-call on a rota basis, and delivering the training with the help of the Director of People and Operations to the managers who are on call to ensure a confident and systematic approach.

Ensuring feedback from the on-call weekend is fed back, analysed, and used for training purposes.

Support organisational strategy to increase market penetration by identifying new revenue streams/opportunities. This will be working with external stakeholders also, and building those relationships to enhance our service.

Accounts - Working closely with the head of finance/Practice manager to ensure debt, insurance is managed effectively and efficiently. Playing your part to ensure improvements.

Review weekly and monthly Financial KPI/ reports and work with clinical team to address unexpected variance or deviations.

Increase our Vets for Pets digital presence/footprint (social media) and community engagement. Supporting, and planning community events.

Make sure employee completed discharges in timely manner and they follow agreed protocols and reporting based on defined SLAs.

Managing referrals and supporting the business growth in this area as well as ensuring effective and quick communication to the referrers.

Salary and benefits:

- Competitive salary, on a full-time basis with option for working at home 1 day per week.
- CDP budget to be utilised for progressive learning.
- On call weekend cover - 1 in 8 (Remote support).
- Free car parking.
- Subsidised private healthcare option.
- High street discounts and offers.

Experience

Leadership experience - essential

Learning, development, and coaching - Essential.

Client facing experience in a medical/Veterinary environment - desirable

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