Client Services Manager

Vets for Pets; Loanhead; On-site; GBP 29,000 - 35,000; Full time

Job summary

Join a dedicated veterinary team as a Client Services Manager at a leading veterinary practice. You will provide administration and customer support, ensuring exceptional service for clients and their pets. This full-time role involves leading the reception team, managing client queries, and developing innovative service strategies.

Benefits

20% discount at Vet Group, Pets at Home, and Groom Room

Access to discounts and cashbacks

In-house career development opportunities

Pension

Holiday allowance

Qualifications

• Experience in a clinical customer service role managing a small-large team.
• Solid business acumen and administrative duties.
• Experience in a Veterinary practice preferred but not essential.

Responsibilities

• Lead the reception team and manage performance and training.
• Handle client queries and complaints professionally.
• Assist with digital and marketing content.

Skills

Communication

Leadership

Customer Service

Problem Solving

Job description

Are you a compassionate, organised leader with a passion for animals and client care? Join our dedicated veterinary team as a Client Services Manager at Straiton Vets for Pets and help us deliver exceptional service to pets and their people.

About the Role:
As our Client Service Manager, you’ll provide administration and customer facing support within our practice to help us deliver an efficient, professional, and caring veterinary service to the local community.

Your focus will be to provide an exceptional service to our clients and the best care possible to their pets - providing a link between clients and the clinical team.

Your ability to build strong relationships with our clients, their pets and the practice team will be critical to your success. You will be supported in the role by the Practice Manager.

Your role will play a key part in identifying new ways of working and supporting the practice and the team to overcome any day-to-day challenges.

Your great communication skills both verbal and written, will ensure that you are able to resolve all clients’ complaints in a professional and timely manner within our business protocols and guidelines. You will be the face of the business speaking to clients over the phone and in writing, investigating complaints and making fair resolutions.

The successful candidate will assist with the behind the scenes day to day organisation and management of all things related to our client service journey, ensuring a high level of customer service is delivered at all times and most importantly, help to devise new and innovative ways to drive the practice forward. You will also spend time on the Reception Desk each week supporting the reception team.

Your key responsibilities:

• Dealing general queries efficiently and effectively
• Lead the reception team and deal with all concerns with performance, training, conduct and absence management
• Assisting with digital and marketing content within the practice.
• Manage the smooth administration of, and resolve any issues in the delivery of our health care plans
• Managing the practice management system (PMS) system to ensure the smooth running of the day to day in practice
• Promoting wellbeing and being a general support to colleagues.

The role is full-time working 40 hours per week, including Saturdays on a rota basis. The salary for this role is up to £35k depending on experience.

You will have experience in a clinical customer service role managing a small-large team with a solid business acumen/administrative duties. Experience in a Veterinary practice would be preferred but not essential.

In return, we offer such benefits as 20% discount at the Vet Group, Pets at Home and the Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension and holiday allowance.

Location: EH20 9PW

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!