Client Care Team Leader chez Ivcevidensia

Job Title: Client Care Team LeaderLocation: IVC Evidensia Referral Hospital – Blaise Referral HospitalReports to: Relationship ManagerLine Manager to: Client Care Team Main Purpose of Role*To provide reliable reception and administrative support to the hospital; by ensuring the reception team receive and manage phone calls, welcoming clients and their pets and ensuring all administrative tasks are completed in an accurate and timely manner*Leading from the front to support clients and their pets in a friendly and professional manner* Working within as strong team dedicated to delivering a high standard of client care working closely with the Hospital Relationship Manager*To support and line manage the client care team to ensure they are always committed to delivering an exceptional level of service and client care Relevant Experience*Previous experience of working within a customer service environment is essential*Line management experience is required* Experience in a previous veterinary role is preferred Personal Attributes*Able to develop a strong working relationship with a wide range of internal and external stakeholders*Passionate about client experience* Commitment to professional and ethical standards*Aligned with company values (see below)*Positive outlook with confidence and belief in own abilities*Flexible and collaborative approach Key Priorities People:*Line management responsibility of the client care team*Responsible for line management including but not restricted to: HR procedures –absence reviews, RTW, appraisals, investigation, holiday management*Day to day running of the reception team, to include rota management, gaps filling, recruitment, resource allocation, and induction of the team*Coaching and developing the team to deliver an exceptional service*Give regular feedback on call handling to all staff in line with company standards and implement coaching & performance plans as required*To deliver feedback - constructive and positive to the team regularly *To ensure IVC Evidensia values are embedded within the client care team*Promote and encourage the client care team to attend regular staff meetings*Highlight any health and safety related issues within the reception and waiting room environment to the Relationship Manager*Ensure all IVC Evidensia policies and procedures are adhered too and challenge behaviour that goes against our values, culture, or policies*Maintain the waiting room and reception area, ensuring both are always clean and tidy Process:*Welcome clients and their pets in a warm and professional manner completing all relevant paperwork*Ensuring an exemplary standard of client and patient care is always delivered*Support Relationship Manager in dealing with client and partner practice complaints *Answer and handle all calls in a professional manner following all appropriate IVC Evidensia SOP’s *Pass on important information regarding incoming patients to veterinary and nursing staff*Build practice management diaries and templates to suit the needs of the business* Take trends from both good reviews and bad and suggest ways to innovate and improve the service level*Ensuring rotas are completed for the reception team at least 3 months in advance*Identify areas of operational improvement within the client care team and lead projects to support this Profit:*Liaise with clinical staff to ensure clients are seen quickly and efficiently and ensure clients are informed of any delays and are kept up to date whilst waiting to see a member of the veterinary team*Assist Specialist staff to ensure all case reports and letters etc. for referral clients are sent to referring practices and clients*Collect payments from clients and maintain accurate records*Ensure all information is collected from clients to enable insurance forms to be completed*Cashing up and banking on a determined basis * Control and reconciliation of petty cash on a determined basis*Accurately keep track of safe float *Completing online timesheet authorisation for hours worked weekly and month/year end*Undertake all administrative duties as and when required*Anticipate staffing requirements in reception and recruit staff/issue overtime to an agreed budget as allocated by Relationship Manager*Communicate with the team monthly and quarterly re overtime and carry over of hours *Ensure stationery and supplies are ordered and within agreed budget  Internal and External Relationships:*Build and maintain excellent working relationships with the management team*Build and maintain excellent working relationships with the admin team*Ensure Clients, Referring and Partner Practices receive the best customer experience possible*Regularly review client feedback via online sources  Functional and Technical Knowledge:*Computer literacy with excellent knowledge of MS Office packages *Highly effective organisational skills and attention to detail*Financial acumen to support sound decision making*Ability to articulate with clarity through written and verbal communication  Communication Responsibilities:*Able to communicate with wider hospital team around client experience*Empathetic approach, on the phone, capable of remaining calm*Can make decisions about calls in difficult situations*Good telephone manner – client care, emotionally controlled way *Escalate where necessary to Relationship Manager or Hospital Manager  Our Values At IVC Evidensia we share a common vision, mission, customer promise, purpose and group strategy across all our clinics and hospitals.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

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