Client Care Manager

Linnaeus Group; Lancaster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading veterinary group in Lancaster is seeking a Client Care Manager to lead the reception team and ensure outstanding client service. The role involves training, team management, and enhancing the practice's image. The ideal candidate will have strong customer service and leadership skills. This position offers a full-time schedule with various benefits including pension contributions and enhanced leave policies.

Benefits

Employer company pension contribution

Life Assurance

Enhanced sickness pay

Enhanced equal family leave

Staff benefit discount codes

Recruitment referral reward scheme

E-car salary sacrifice scheme

Qualifications

• Proven experience in managing a team with a focus on customer service.
• Excellent organizational and communication skills.
• Ability to handle complaints effectively.

Responsibilities

• Lead and empower the reception team to provide excellent client service.
• Promote the practice image and support marketing initiatives.
• Ensure smooth running of the practice and implement policies.

Skills

Customer service

Team management

Training and development

Complaint handling

Project management

Leadership

Organizational skills

Communication skills

Tools

Computer skills

Job description

The Client Care Manager is a key role in leading and empowering the reception team to deliver an outstanding experience to our clients and visitors to the practice. It will require you to work closely with the Clinical Directors, Practice Manager and other senior team members. An important aspect of this role is to continuously lead by example and promote positive staff morale.

Responsibilities

• To be efficient, pleasant, courteous, polite, concerned, and helpful to all clients, under all conditions, at all times to treat all practice personnel with the same respect and consideration as clients
• To assist ensure the smooth running of the practice
• To promote a good image of Bay Vets through a high standard of personal appearance and in communication with members of the public and work colleagues
• To promote our services, personnel and products, both within and outside the practice at all times
• To understand and implement practice policies
• To support marketing initiatives
• To demonstrate a commitment to continued professional development and training within your role and create a Personal Development Plan with key focus being related to your role
• To effectively lead and motivate the reception team with the goal of providing a gold standard patient and client service
• To actively drive and develop the Bay Healthcare Plan & Pet Health for Life and any other reception projects.
• Arrange regular meetings with Senior Leadership Team and Client Care Team.
• Provide one to one training and support for anyone providing a service in reception.
  Excellent communication skills

Qualifications

• Excellent customer service
• Previous experience developing and training other team members
• Previous experience managing a team
• Previous experience and a good knowledge of how to handle complaints
• Knowledge of Project Management Process Development Change Management Leadership Experience and knowledge
• Skills & Abilities: Ability to delegate and manage day to day
• Excellent computer skills
• Excellent organisational Skills, Leadership, Confident Presenting skills, Confident and clear communication skills

Bay Vets is part of Linnaeus and Mars Veterinary Health, the largest family-owned veterinary company in the world. Being privately owned, we can truly be driven by our purpose, to create a better world, and think long-term as opposed to being focused solely on short-term profits. At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to speak up, step up and deliver quality services. You'll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best - care for pets. We are committed to fostering a culture that is inclusive and diverse, we care about you and want you to be authentic, with everything you need to perform at your best. We are all individual but two important things bring us together: a commitment to excellence and our passion to achieve our purpose.

This is a full‑time permanent position working 37.5 hours per week. Monday, Tuesday, Wednesday & Friday 8.30am - 6.30pm with an hour for lunch. Weekends on a fair rota basis, currently 1 in 4 Saturday or Sunday mornings for 4.5 hours.

Benefits

• Employer company pension contribution
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• Staff benefit discount codes
• Recruitment referral reward scheme
• E-car salary sacrifice scheme