Out of Hours Client Care Advisor

**Out of hours Client Care Advisor**

About Us

We like to do things differently. As one of the UK’s leading independent veterinary practices, we charted our own course, becoming Employees Owned and being the first vets in Europe to become a certified B corporation.

We are proud of our 125-year legacy that brings stability, experience and values that have stood the test of time. Pennard people are in animal care by choice, believe in our values and have a real stake in every client relationship. Our way aims to positively impact our clients, team, community, and environment.

We believe that our people should do what they are good at and what they naturally love.

This is for a range of reasons:
We want you to be happy because we care and believe that when you are happy, your work benefits.

We want you to do what you are passionate about. When you are at your most engaged, you do your best work and are happy. Everything fits.

**About the role**

**Overview**:
You will ensure clients receive exceptional service and support as a Client Care Advisor. You will serve as clients’ first point of contact, providing information about services and products, scheduling appointments, and addressing their concerns and questions. You will work closely with clinical staff to ensure clients receive the care and attention they deserve.

You must have a caring and friendly demeanour, with a passion for providing high-quality client care. You must be able to communicate effectively with clients and colleagues, showing compassion and empathy in all interactions. As a Client Care Advisor, you will often deal with emotional situations, so remaining calm and composed under pressure is essential.

You should be able to multitask and work with different computer systems to provide clients with the best possible service. You will need to be analytical and able to identify and resolve issues quickly and efficiently.

Overall, your role as a Client Care Advisor is critical to the success of the veterinary practice. You will build relationships with clients and ensure they receive the highest service and care.

**Key Responsibilities**:

- Building a good understanding of the company's products and services to assist with client queries while acting within operational protocols and procedures.
- Speaking with clarity and confidence to clients, whether face-to-face or over the phone, and dealing with queries or complaints.
- Offering empathy to client needs and providing physical and emotional assistance to clients in often sensitive situations.
- Ensuring that the reception and consultation areas are always kept to a high standard of cleanliness and are presentable while also understanding infection control.
- Taking payments from clients for veterinary services and following up on any outstanding debts.
- Using the in-house data system facilities and the appointment system (Practice Management System).
- Following practice protocols for insurance queries, pet health club and animal health certificates, and knowing how to advise clients of the processes and answer any queries.
- Sending and receiving orders, organising stock, and preparing medication for clients.
- Assisting with the practice marketing initiatives and open days where appropriate.
- Having a basic knowledge of handling animals and assisting the vet when needed during consultations and euthanasia.
- Communicating daily with other team members such as nurses, vets, and other branches.
- Promoting the ethos of the practice in recommending preventative animal healthcare.
- Perform Saturday morning duties on a rota basis.
- Attending learning and development meetings in practice, virtually, and attending courses when needed.

**Requirements**:

- Experience in a customer service or client care role, preferably in a healthcare or veterinary setting.
- Strong communication skills, both verbal and written.
- Excellent listening skills and ability to empathise with clients.
- Good organisational and multitasking skills.
- Ability to work well under pressure and in a fast-paced environment.
- Familiarity with basic computer systems and software, such as Microsoft Office and practice management software.
- Ability to handle cash and process payments accurately.
- Knowledge of basic animal care and handling.
- Ability to work flexible hours, including occasional weekends and evenings.
- Ability to maintain confidentiality and sensitivity when dealing with clients and their pets.

**Personal Qualities**:

- Strong work ethic and self-motivated.
- Excellent communication and interpersonal skills.
- Ability to remain calm and professional in stressful situations.
- Strong customer service skills.
- Good listening skills.
- Positive attitude and friendly demeanour.
- Ability to work in a team environment.
- Attention to detail and accuracy.
- High level of organisation and time management skills
- Ability to handle confidential information with discretion.
- Flexibility and adaptabi