Client Services Representative

Osborne Appointments; Hatfield; On-site; GBP 35,000 - 45,000; Full time

Job summary

A large equine clinical and teaching facility is seeking an experienced leader to oversee high-quality client services and manage a busy administrative team in Hatfield. This role requires strong organizational skills, experience in administrative operations, and the ability to enhance client experience through effective management and communication. The successful candidate will play a crucial role in supporting the facility's strategic objectives and ensuring smooth operational processes. This position offers a dynamic work environment with opportunities for professional development.

Qualifications

• Extensive experience in administrative or client services operations.
• Proven experience supervising or managing teams.
• Strong attention to detail and problem-solving ability.

Responsibilities

• Coordinate and oversee the delivery of high-quality customer-focused service.
• Train, mentor, and support a client coordination team.
• Ensure clear communication between clinical and administrative staff.

Skills

Client services operations experience

Team management skills

Organizational and planning skills

Excellent communication skills

Financial management and invoicing skills

Multitasking ability

Attention to detail

Job description

Job Summary

We are recruiting on behalf of a large, well-established equine clinical and teaching facility based in Hatfield. This role is responsible for overseeing the delivery of a first-class, customer-focused service for equine clients, while managing and developing a busy administrative team. The successful candidate will support the wider strategic objectives of the organisation across clinical services, education and research, ensuring operational efficiency, excellent communication and outstanding client experience.

Key Responsibilities

Service & Operations Management

• Coordinate and oversee the delivery of a high-quality, customer-focused service across all equine departments.
• Optimise appointment scheduling by working closely with clinical and administrative teams to ensure best use of staff and resources.
• Support the smooth daily running of administrative operations, ensuring efficient flow of appointments between teams.
• Ensure clear, effective communication between clinical and administrative staff at all times.
• Act as a deputy for the Administrative Manager when required.

Team Leadership & Development

• Train, mentor and support a growing, multi-skilled client coordination team.
• Communicate policy and procedural changes clearly and effectively.
• Support sickness absence management, training plans and professional development.
• Contribute positively to a culture of continuous improvement.

Systems, Compliance & Quality

• Support the implementation, training and optimisation of new and existing management systems.
• Advise on system improvements and future training needs.
• Prepare and maintain documentation for external quality assurance and inspection schemes.
• Ensure full compliance with administrative legislation, data protection and organisational procedures.

Financial & Client Account Management

• Support the management of aged debt and advise on progress when required.
• Work proactively with the team to prevent the accumulation of outstanding debt.
• Liaise with insurance providers and external debt collection agencies where necessary.
• Assist with reconciling daily and monthly accounts, banking procedures and invoicing.
• Ensure transparent, competitive and user-friendly pricing and costing systems.

Client Experience & Reputation

• Embed a strong customer service ethos across all teams.
• Ensure client satisfaction from admission through to discharge.
• Uphold client confidentiality in line with GDPR and data protection legislation.
• Contribute to maintaining and enhancing the organisation's reputation with clients, referring professionals, students and the wider public.
• Support marketing initiatives, including website content and promotional materials, when required.

Knowledge, Skills & Experience

Essential

• Extensive experience in administrative or client services operations.
• Proven experience supervising or managing teams.
• Strong organisational and planning skills.
• Excellent written and verbal communication skills.
• Confidence managing financial processes, invoicing and aged debt.
• Ability to multitask, prioritise and remain calm in a fast-paced environment.
• Strong attention to detail and problem-solving ability.

Desirable

• Experience within a clinical, veterinary, healthcare or similar regulated environment.
• Familiarity with practice management or workflow systems.
• Experience supporting audits, inspections or quality assurance processes.

Additional Responsibilities

• Attend internal and external meetings, training courses and industry events as required.
• Participate in service reviews, case discussions and continuous improvement initiatives.
• Display flexibility and a solutions-focused approach to operational challenges.
• Ensure health & safety procedures are adhered to at all times.

Flexibility

This role requires a flexible approach, and the post holder may occasionally be asked to undertake duties outside those listed, in line with operational needs.