Client Support Administrator

3 months ago

Haverhill, United Kingdom Kin Vet Community Full time

We are looking for two warm, empathic individuals to join our vet practice in Haverhill as Client Support Administrators (CSAs).

The CSAs are the first people that owners speak to when their pets are unwell, and play a crucial role in the care of our clients and patients. You will have contact with people experiencing all the highs and lows of pet ownership, from first appointments with new puppies and kittens through to end-of-life care and sad goodbyes. This role can be challenging at times, but also extremely rewarding.

**The role will involve**:

- Greeting clients on arrival to the clinic.
- Maintaining a clean, tidy reception area.
- Answering telephones and dealing with all enquiries, including assessment of calls. from owners of sick pets to determine how soon they need to be seen*.
- Managing the diary of appointments*.
- Ensuring client details are kept up to date on our system.
- Taking payment after consultations and booking any follow-up appointments.
- Following up on missed appointments.
- Cashing up and banking.
- Explaining our healthcare plan to clients*.
- Guiding clients through the pet insurance claim process*.
- Completing pet insurance forms*.
- Following up on unpaid invoices.
- Extra training will be provided for these aspects of the role.

**Skills and Abilities**

To take on this role, you will need to be:

- Warm and caring, able to speak patiently and empathically with people experiencing strong emotions.
- A good communicator, both verbally and in writing.
- Organised and diligent in your work.
- Calm under pressure.
- Able to work effectively as part of a team.
- Comfortable with technology, including Microsoft Office (Word, Excel, and Outlook).

**Experience**
- 2 years or more of experience in a customer-facing role is preferred.
- Experience of working in a veterinary practice is an advantage but is not required.

**Ho**urs**

These roles are part time (27.5 hours per week) with two different working patterns available:
Morning CSA: Mon - Fri, 08:30 - 14:00

Afternoon CSA: Mon - Fri, 12:30 - 18:00

There is currently no weekend work required for this role, but this may change in the future.

**Salary**

£23,800 per year, pro rata (£11.44 per hour)

**Benefits**
- 4 weeks annual leave per year, plus bank holidays
- Extra annual leave earned with long service
- An additional 20 days paid sabbatical on every 5-year service anniversary
- Free daily lunch provided
- Private medical insurance, including cover for pre-existing health conditions
- 3 weeks paid sick leave per year
- Colleague discount schemes
- Recruitment referral reward scheme

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