Veterinary Lead Client Care Assistant

Village Vet; Winchmore Hill; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

5 weeks holiday + birthday leave

Pension scheme

Life Assurance

Wellness program

Cycle to work

Staff discount

Job summary

Village Vet in London seeks a Head Receptionist (Client Care Lead) to join our Winchmore Hill and Highgate teams. You will lead front-of-house staff and ensure outstanding client and pet care in a busy practice.

This full-time role requires 42 hours per week with flexible shifts, including weekends, and may involve covering shifts at other London practices to deliver seamless service. We offer a supportive work environment with opportunities for career progression and a comprehensive benefits

Qualifications

• Experience leading and developing a front-of-house team.
• Experience in a client care environment.
• Excellent telephone and face-to-face communication skills.

Responsibilities

• Lead and empower front of house teams to deliver outstanding client experiences.
• Oversee day-to-day running of the branch including checks, admin and stock management.
• Collaborate with clinicians and clinical support staff.
• Build relationships with clients and pets, ensuring empathetic service.
• Cover shifts at other London practices if required.

Skills

Team leadership

Client care

Handling complaints

Excellent communication

Multitasking under pressure

Flexible rota

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-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.