Veterinary Lead Client Care Assistant

Linnaeus; City Of London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

5 weeks holiday + bank holidays

Birthday Leave

Career progression opportunities

Life Assurance

Enhanced sickness pay

Enhanced family leave

Pension scheme

Cycle to work scheme

Employee assistance program

Eyecare voucher

Free annual Flu jab

Staff discount schemes

Job summary

Village Vet in London is seeking a Lead Client Care Assistant to champion front-of-house leadership at our Winchmore Hill and Highgate sites. The role focuses on empowering teams, delivering outstanding client experiences and maintaining high standards across reception and client care.

The role is fast-paced and client-focused, requiring strong leadership, excellent communication, and flexibility to cover shifts across London practices.

Qualifications

• Experience of motivating, leading and developing a team.
• Experience in a client care environment.
• Handling customer complaints and issues with payments.
• Previous experience working as a lead or head receptionist (Desirable).
• Excellent telephone and face-to-face communication skills.
• Ability to stay focused under pressure and multitask.
• Flexibility to work on a rota basis.

Responsibilities

• Lead and empower front of house teams to deliver excellent client experiences.
• Oversee day-to-day running of the branch, including checks, administration and stock management.
• Collaborate with all practice teams to succeed in the role.
• Build relationships with clients and their pets, delivering empathetic service at every touchpoint.
• Be a visible presence at reception and lead by example with client interactions.
• Ensure swift handling of customer complaints by the appropriate person.
• May cover shifts at other London practices as required.

Skills

Leadership

Communication

Team motivation

Client care

Complaint handling

Resilience under pressure

Flexibility

Job description

Job Title: Head Receptionist (Client Care Lead)

Location: Village Vet, London

Job Type: Full-time, Permanent

Hours: 42 Hours per week. Flexible shift patterns that vary between 08:00am and 8:00pm including weekend working 1: 4 weekends

TWO opportunities have arisen to join our fantastic London teams at our Winchmore Hill and Highgate sites as a Lead Client Care Assistant.

This is a key role in leading and empowering the front of house teams to deliver an outstanding and polished experience to our clients and visitors to the practice.

This role is fast-paced, high-pressured but fun, with no two working days the same. We pride ourselves on providing the best standard of care to both our long-standing and new clients, always ensuring we are personal, professional, and empathetic.

Your role and responsibilities

• Strong leadership and exceptional communication skills.
• Promote a conducive and supportive working environment.
• Responsible for the day-to-day running of the branch including adherence to statutory checks, administration and stock management
• Collaboration with all of the practice teams, including clinicians and clinical support staff, is essential to succeed in this position.
• Build relationships with the clients, demonstrate empathy and facilitate in delivering an excellent level of service at every touchpoint.
• Be a presence within reception, lead by example by engaging with clients and their pets.
• Ensure all customer complaints are dealt with swiftly, efficiently and by the appropriate person.
• You may be required to cover shifts at our other practices in London

Key Skills and Experience

• Experience of motivating, leading and developing a team
• Experience in a client care environment
• Handling customer complaints and issues with payments
• Previous experience working as a lead or head receptionist Knowledge (Desirable)
• Excellent telephone and face-to-face communication skills
• The ability to stay focused under pressure and to multitask
• Flexibility to work on a rota basis

Benefits

• 5 weeks holiday plus bank holidays and Birthday Leave
• Career progression opportunities
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme
• Wellness program including:
• Employee assistance program
• Eyecare voucher scheme
• Free annual Flu jab
• Cycle to work scheme
• Recruitment referral reward scheme

About Us

We are a well-established, RCVS accredited, small animal hospital based in St Albans. and we offer out of hours care to the local areas of Hertfordshire, and North London.

Alongside all our primary care services we also have a 24-hour continuous care hospital made up of our highly certified specialists and general practice staff to ensure the highest form of veterinary care for the benefits of pets and clients alike.

Village Vet 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.

All applications with the relevant skills and qualifications will be carefully considered. If you need any support in completing your application or simply want to find out more about Village Vet, Linnaeus or the role please contact our Talent Acquisition team at [e-mail].