Rvn - Client Services Coordinator (12 Month Ftc)

6 days ago

Swindon, United Kingdom Pets at Home Full time

**About the Role**

We are currently recruiting a Client Services Coordinator on a 12 Month FTC, to support the Partner Communications Manager in providing first class customer service to our partners and their clients in handling complaints and enquiries. This role would suit an experienced Veterinary Nurse. Flexibility is paramount as the office is open from 8am until 6pm Monday to Friday and holiday cover is essential to support the team. The preferred days for the role are - Tuesday 08.00-16.00/Thursday 09.00-17.00/Friday 10.00-18.00

**Key Responsibilities but not limited to;**
- Acknowledge and log all communications and maintain the client services portal ensuring all complaints are raised with JVP’s and responded to in a timely manner and within the timescale set out by the business
- Track and monitor progress of complaints ensuring clients and JVP’s are kept informed at all times
- Provide support to practices colleagues and collaborate with other departments within support office when required to ensure resolutions are possible and prompt
- Assist with formulating professional and sympathetic responses to clients using colleague statements, clinical notes, laboratory results and financial statements to ensure they are factual and accurate.
- Support in providing weekly reports to Area Relationship Managers, Clinical Development Managers and Directors
- Handle any escalated complaints liaising with the Veterinary Defence Society/Royal College of Veterinary Surgeons and support office Director as required
- Support our Joint Venture Partners and practice colleagues with any escalated RCVS complaints
- Provide bereavement support to practice clients

**About You**

**Education**

Essential:

- Registered Veterinary Nurse
- Articulate and well spoken
- PC literate

Preferred or willing to work towards
- Customer Service NVQ 3 Diploma
- Blue Cross Pet Bereavement Support Course

**Experience**:
Essential:

- Call handling
- Working with third parties to resolve sensitive situations
- Ability to listen, be empathetic and non-judgemental
- Be supportive whilst remaining neutral

**About the Pets at Home Group**

Pets at Home Group Plc is the UK’s leading pet care business; our commitment is to make sure pets and their owners get the very best advice, products and care. We have over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. Our business is fast-paced, innovative and fun and it's our people that make the real difference. This is a fantastic opportunity to come and work for an award-winning company who put people at the very heart of everything they do.

Our diversity and inclusion vision is that everyone is welcome and feels part of our group. If you think you’re a good match to what we are looking for, and you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances.

LI-JS1

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