Front Desk Receptionist

6 months ago

Darlington, United Kingdom Butterwick Animal Rehab Clinic Full time

**Company description**

We are a growing Veterinary Physiotherapy clinic that has been established for more than 20 years. We are one of the most sought after and respected Veterinary rehabilitation clinics in the North of England. The founder of the company - is a nationally recognised leader in his field, regular lecturer for a university and various other educational establishments, an in-demand speaker at events with over 100+ attendees on a national level. He has grown his clinic from zero to consistently being THE place to go that delivers results for the clinics patients and their owners.

Much of our recent growth has happened because of the incredible team and culture that has been created at Butterwick Animal Rehab by the founder & staff - many of whom have been with us for years and have allowed us to create a place that staff love to come to work to learn and grow - and a place that our patients look forward to coming back to time and time again.

We now have a large client database and we’re looking to add value to our service by bringing in another person to occupy the most important role on our front desk.

As a result, we are now offering you an opportunity to help us to continue that growth and provide an exceptional customer experience for our patients that goes way beyond what is offered by most health care facilities.

The right person is likely to have been working in a customer-facing environment and has a long track record of dealing with customers, answering questions on the phone and in person, and turning inquiries into happy customers.

**Job description**

**Success Description - Customer Care Assistant**

**Position: Customer Care assistant for Veterinary Physiotherapy Clinic**

**The mission of the Customer Care Assistant**

To develop meaningful professional relationships with our patients which leads to lifelong clients for our clinic. Success in this role will be measured in terms of maximising satisfaction, loyalty and attendance rates of our clients as well as the meticulous accuracy of our patient database and systems.

**Who We Are Looking For**:
2. Able to anticipate the needs of clients to create wow experiences knowing that everyone likes to feel important, knowing that the smallest details always make the difference

3. Able to organise and prioritise your day to meet deadlines and ensure we keep our promises and exceed client expectations

4. Able to minimise missed appointments, reschedule unavoidable drop-offs and keep people on schedule to maximise results for their dog

5. Are you adaptive and can constructively make suggestions for things that can be improved?

Do you have a positive outlook on life? Are you flexible, open to change, and committed to learning? Want to work in a positive environment that thrives on getting great results for our clients and canine patients. If so, you could be just the person we are looking for the position that we have available on the front desk in our growing clinic.

Additional - Proven skills in Sales/Marketing would be highly desirable.

**The Role**:
You will be responsible for managing a busy front desk and waiting room experience, meeting and greeting our patients, answering the phone, converting enquiries into loyal patients and ensuring that all of our patients are looked after and made to feel welcomed and special whenever they enter our world and excel at retaining those patients as lifelong customers of the business

Ultimately, your job is to help us grow the clinic, creating great customer service experiences that clients will be happy with and tell others about.

We now have a large client database and we’re looking to add value to our service by bringing in another person to occupy the most important role on our front desk.

As a result, we are now offering you an opportunity to help us to continue that growth and provide an exceptional customer experience for our patients that goes way beyond what is offered by most health care facilities.

The right person is likely to have been working in a customer-facing environment and has a long track record of dealing with customers, answering questions on the phone and in person, and turning inquiries into happy customers.

**Tasks**:

- Communicate the value of our services (in person and on the phone) and be able to explain how what we do, is worth our charges
- Successfully handle any price objections
- Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone ensuring that patients are committed and bought into our service
- Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to
- Ensure that people who call requesting appointments are placed on schedule and understand the true time and cost commitment involved in physical therapy
- Ensure people show up excited for their first appointment
- Communicate with patients before, during and after appointments to ensure high levels of sa

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