Client Experience Leader & Care Team Coach

Medivet Group; Greater London; Presencial; GBP 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Cash Plan from day one

24/7 counselling and wellbeing support

Life Assurance 3 x salary

5 weeks’ annual leave plus Bank H'days

Extra ‘Day for You’, a paid day off

Cycle to Work

Season Ticket loans

Discounts on Medivet products and ser

Descripción de la vacante

Medivet Group in London is seeking a Client Care Lead to own the client journey, champion outstanding service, and guide the reception team to deliver a welcoming, professional experience across the practice. You will coach colleagues, set service standards, manage diary and reception operations, and ensure clear communication about the care plan while handling client debt sensitively.

This role values empathy, teamwork and a proactive approach to continually improving client satisfaction across

Responsabilidades

• Take ownership of the client journey to ensure an excellent experience from first contact through ongoing relationship.
• Champion exceptional customer service and create a welcoming, friendly and professional environment.
• Identify opportunities to continually improve the client experience and implement changes where appropriate.
• Ensure reception and client-facing areas are consistently clean, organised and well presented.
• Monitor client feedback and use insights to improve service standards.
• Resolve minor client concerns and complaints promptly, professionally and empathetically, escalating more complex matters when appropriate.
• Lead, support and motivate the client care team, creating a positive and high-performing environment.
• Set clear expectations and standards for client care and reception.
• Coach and train colleagues in delivering consistently high levels of customer service.
• Support the induction and development of new client care colleagues.
• Encourage the wider practice team to recognise the role everyone plays in delivering an outstanding client experience.
• Ensure prospective and new clients receive a welcoming and engaging introduction to the practice.
• Take ownership of increasing awareness and uptake of the practice care plan, ensuring the team can confidently explain its benefits to clients.
• Oversee the day-to-day running of reception and ensure appropriate standards are consistently maintained.
• Support effective diary management and appointment booking to provide clients with a smooth and convenient experience.
• Oversee the practice’s client debt management processes.
• Ensure outstanding balances are followed up promptly, consistently and sensitively.

Descripción del empleo

Medivet Group in London is seeking a Client Care Lead to own the client journey, champion outstanding service, and guide the reception team to deliver a welcoming, professional experience across the practice. You will coach colleagues, set service standards, manage diary and reception operations, and ensure clear communication about the care plan while handling client debt sensitively.

This role values empathy, teamwork and a proactive approach to continually improving client satisfaction across