Head Client Care Advisor

3 days ago

Derby, United Kingdom IVC Evidensia Full time

We are hiring for a Head Client Care Advisor to join our team

We are seeking an experienced and dynamic Head Client Care Advisor to join us. This pivotal role is ideal for someone with strong leadership skills and a proven background in line management.

Your key responsibilities will include:

- Lead and manage the Client Care team, ensuring efficient, compassionate, and professional service is delivered to clients at all times.
- Oversee all client care processes related to first opinion, ensuring smooth coordination between clients and the clinical teams.
- Be the escalated point of contact for client queries and complaints, resolving issues in a timely and empathetic manner.
- Train, mentor, and support team members, providing ongoing feedback and development opportunities.
- Monitor and manage the performance of the Client Care team, conducting regular performance reviews and supporting continuous improvement.
- Collaborate with the practice management and clinical teams to improve processes, workflows, and client experience.
- Taking the lead on driving a culture of exceptional customer service through strategic leadership that supports the growth and values of the practice and wider UK business
- Maintain a professional and caring attitude towards clients, ensuring all inquiries are handled efficiently and with sensitivity.
- Track and report on key performance indicators (KPIs) for the first opinion Client Care team, identifying areas for improvement.

About the rota

This is a full-time permanent role working 40 per week over 5 days. The shift patterns vary between the hours of 7:00am - 11:00pm with a 1 in 3 weekend on call, with possible in person cover if required.
- Line Management Experience: Proven experience in leading and managing a team in a client-facing role, preferably in a veterinary or healthcare environment.
- Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and clinical team.
- Strong organisational skills with the ability to prioritise tasks, manage workflows, and meet deadlines in a fast-paced environment.
- Problem-solving skills with a focus on resolving client concerns professionally and empathetically.
- A passion for animal care and a commitment to delivering the highest standards of client service.

In addition to a competitive salary, you will benefit from:

- 6.6 Weeks annual leave
- Additional annual leave for your birthday which will be added to your holiday allowance
- Enhanced family-friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay
- Cycle to work scheme
- Initiatives focused on employee wellbeing
- Non-accidental injury support
- Learning and development opportunities via the IVC Evidensia Academy
- Pawsome Benefits - reward gateway giving discounts and cashback with 100's of retailers
- Pension scheme
- Discounted staff pet care

Up to £28,891.2 DOE

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