Lead Client Care Assistant

3 days ago

Teddington, United Kingdom Vet4life Full time

Hours: 40 hours per week

Early 7.30-4pm

Mid 9.30-6pm

Late 11.30-8pm

Saturday 8.30-5pm 1:3

Sunday 9.30-4pm 1:6

**Your role and responsibilities**

**Benefits**
- 25 days annual leave + bank holidays + a day off on or around your birthday
- BVRA training
- Extensive free online Linnaeus CPD program
- 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**

Vet 4 Life is a three-site small animal primary care practice based in Southwest London and Surrey. Our vision is to provide the very best, community-based, professional veterinary care in the Southwest and Surrey, where pets and their owners come first. Our committed veterinary team and well-equipped practices ensure we can tailor to any patient's needs with compassion, care and empathy.

Linnaeus is a forward-thinking partnership of highly respected primary care and referral veterinary practices across the UK and Ireland, comprising some of the best clinicians in the profession.

We are all individual but two important things bring us together; a commitment to excellence in everything we do and our passion to make A BETTER WORLD FOR PETS.

At Linnaeus we carefully select the practices we partner with to ensure the highest levels of patient care across our group. Together we provide a growing community of like-minded veterinary professionals who are passionate about what they do. We work with different types of practices, in every field of veterinary medicine, including small animal, farm and equine.

We also have our Five Principles which form the foundation of how we do business today and every day and we put these at the centre of every decision we make. This means:

- We are committed to Quality of work and contributions to society.
- We embrace our Responsibility (as individuals and as a company) to act now.
- We base decisions on the Mutuality of benefit to our stakeholders.
- We harness the power of Efficiency to use our resources to maximum effect.
- We have the financial Freedom to make our own decisions, unrestricted by motivations of others

**Lead Customer Care Adviser Job Description**

**Job summary**:
The aim of the Lead Customer Care Adviser is to ensure that our clients receive excellent customer service, advice and care for their pets across all 3 branches.

You will be a vital part of the customer service relationship as you will be the first point of contact for new and existing customers.

We are a growing company with lots of potential for career progression, and opportunities for you to use and develop management skills.

The role will require a love of animals, great administration skills, ability to multi task and a desire to get things done.

You may be required to work at any of our clinics in Southwest London, all of which are located close to great public transport links, so flexibility is desirable.

**Key responsibilities and tasks**:

- Lead by example in line with our practice values and be instrumental in creating excellent working relationships; ensuring a pleasant and professional manner is always maintained with members of the team, company, clients etc.
- Lead your team so they are engaged in their work & want the organisation to be successful
- Monitor work quality, productivity and attendance
- Assist with the supervision and management of the CCA team including carrying out 1-1’s and appraisals, developing team members with constructive targets
- Assist with the monitoring of sickness and absence of the members of staff you line manage in line with Vet4Life policy and ensure all team members have a full understanding of the policy (including return to work interviews)
- Assist with the discreet management of performance related issues by reporting any concerns directly to the CCM and providing support where necessary.
- Assist with the planning, facilitation and delivery of regular CCA/practice meetings and ensuring actions are completed/implemented in a timely manner by team members
- Assist with recruitment
- Provide training and support to new hires including giving feedback/praise
- Communicating and ensuring practice protocols are implemented and followed
- Assist with sourcing staff or providing cover for vacant shifts as required
- Managers have a duty of care to their staff and must take all reasonable steps to ensure the health, safety and wellbeing of their team members
- Managing and delegating day to day tasks to ensure work is completed on time - e.g. Prioritising work so critical tasks are completed first but that non urgent tasks are not simply forgotten
- Review draft rotas to ensure enough support is in place for their team i.e. vet/nurse ratio and experience levels
- Giv

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