Client Care Lead

5 months ago

London, United Kingdom Village Vet Full time

**Client Care Lead**

**Salary: £28,409 per annum**

**Location: Maida Vale, London**

**Job Type: Permanent, full-time**

**Hours: 42 hours a week, 8 hour shifts, 1 in 3 Saturday Mornings**

A fantastic opportunity has opened up for a Client Care Lead to join our exceptional team at Village Vet.

The Client Care Lead empowers the front-of-house team to provide exceptional experiences to clients and visitors.

An essential aspect of this position is to consistently set an example and foster positive staff morale.

**Roles and Responsibilities**
- Execute good telephone techniques, keep accurate records of discussions or correspondence with clients
- Open to taking on projects within the region in an admin capacity
- Build relationships with the clients, demonstrate empathy and facilitate in delivering an excellent level of service at every touchpoint
- Be a presence within reception, lead by example by engaging with clients and their pets
- Ensure that all other staff members follow your lead in building relationships with clients
- Work with the senior leadership team to implement and role out new client care policies across the region
- Ensure all customer complaints are dealt with swiftly, efficiently and by the appropriate person.
- Enforce housekeeping rules, including how the reception team present themselves to customers and no eating on the front desk etc.
- Ensure staff are mindful when clients are present, conversations must be kept professional

**Required Experience**
- Experience of motivating, leading and developing a team
- Experience in a client care environment
- Handling customer complaints and issues with payments
- Previous experience working as a lead or head receptionist Knowledge (Desirable)
- Qualifications: GCSES’ or equivalent in Math & English (Desirable)
- Able to work under pressure A team player

**Benefits**
- 5 weeks holiday plus bank holidays and Birthday Leave
- Career progression opportunities
- Staff discount schemes
- Life Assurance
- Enhanced sickness pay
- Enhanced equal family leave
- E-car salary sacrifice scheme
- Employer contribution pension scheme
- Wellness program including:

- Employee assistance program
- Eyecare voucher scheme
- Free annual Flu jab
- Cycle to work scheme
- Recruitment referral reward scheme

**About Us**

We are a well-established, RCVS accredited, small animal primary care practice that covers the locations of London, Hertfordshire, and Cambridgeshire.

Alongside all our primary care services we also have a 24-hour continuous care hospital made up of our highly certified specialists and general practice staff to ensure the highest form of veterinary care for the benefits of pets and clients alike.

**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 million pets of the world and how to improve their lives. 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.

Our Associates are fundamental to our success and 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.

Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment, we are committed to fostering a culture that is inclusive and diverse for all our associates.

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