Lead Client Care Assistant

2 days ago

Hampstead, United Kingdom Village Vet Full time

The Client Care team leader is a key role in leading and empowering the front of house teams to deliver an outstanding and polished experience to our clients and visitors to the practice. It will require you to work closely with the Practice Manager and other senior team members. An important aspect of this role is to continuously lead by example and promote positive staff morale.

**Main purpose and goals**:
To promote a good image of our practice through high personal appearance and in communication with members of the public and work colleagues - Be efficient, pleasant, courteous, polite, concerned and helpful to all clients, under all conditions, at all times - Continually monitor and respond to client feedback, action any suggestions to improve our service - Define, develop, implement and communicate our client service standard and policies and procedures to ensure optimum service is given at all times - Assist the reception team in creating a harmonious culture in line with our values and vision - Demonstrate positive leadership by always leading by example, motivate and boost employee morale

**Key responsibilities**:
**Client Experience**
- Execute good telephone techniques, keep accurate records of discussions or correspondence with clients
- 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
- 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

**Team relations**
- Play an active role in the team by doing your share to cover any deficiency in the rota, including branches/weekends and late shifts when required
- Regularly meet with Senior team members to discuss improvements to the customer journey
- Perform reviews and appraisals on your key reports and produce PDP to ensure all the team reach their potential and fulfil their goals
- Ensure front of house teams are correctly attired and project a professional image at all times
- Ensure new staff have reviews according to protocol. The aim being for them to become an integral part of the team as quickly as possible

**Administration**
- Prepare the reception rota for the Practice, including holiday cover
- Keep rota up to date and ensure that forward thinking is in place to cover any deficiencies such as holidays, maternity, prolonged sick leave
- Work alongside other senior team members for recruitment and interviews
- Ensure all new members of the reception team have inductions and the required training to support them to settle into their role.
- Identify and address staff training and development needs and liaise with Practice Manager to arrange coaching where required
- Review and update protocols and procedures to adapt to the changing and improving practices
- Monitor and measure history requests and client movements

**Health and Safety**

Ensure familiarity with the Health and Safety Policy including codes of practice and risk assessments complying with the correct procedures at all times

**Other**

Adhere to confidentiality relating to all aspect of the business including complying with and assisting with all requirements relating to GDPR compliance

**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 grou

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