Your role will be:
- Represent support teams within the Operational Leadership Team (OLT) and across the wider Vet/Nurse teams ensuring integration and collaboration across all areas of the hospital, in the pursuit of service excellence.
- Manage and oversee performance measures including client/customer feedback, NPS, waiting times, insurance processing times, referral arrangement times, MPP, iRecall, bad debt, debt recovery, plus future systems that will be introduced within AMVS.
- As a member of the OLT, input into the wider AMVS business plan, owning performance, quality and growth within your area of responsibilities i.e. client & customer and supporting the wider team to deliver theirs
- Interface with Linnaeus as required (customer care, finance, integration etc)
- Lead the Client Care Team creating a challenging and supportive culture, including harnessing strengths and skills, identifying development opportunities, performance and appraisal management.
- Lead change programmes effectively in a way that is inclusive, collaborative and involves the team in their working practices.
- Demonstrate teamwork and collaborative leadership.
- Be a leader that focuses on personal and technical self-development as a role model for continuous improvement in others
- Lead all aspects of building a high performing workforce including talent attraction, training and development, retention, performance and culture in the pursuit of enhancing the service offer for colleagues, customers and clients
- Create, review and manage an effective rota ensuring adequate staffing levels in all client care services including assessing demand and capacity.
- Create, review and update a client care manual including training matrix for the client care team.
- Identify opportunities for workforce efficiency through embracing technology, reducing duplication, adopting lean and efficient ways of working to maximise the productivity of the team.
Process and Patient Flow
- Manage and optimise processes that touch the customer/client – for example PMS, forms, inboxes, websites etc. to ensure they are simple and easy to use for colleagues, clients and customers.
- Collaborate and work effectively with the clinical teams identifying how the CCT can enhance the quality of the service to ensure high standards of care are provided to clients/customers and their pets. This includes identifying processes that could be undertaken by the CCT (and potential investment cases for resource) that releases capacity within the clinical teams – meaning clinicians do what they do best.
- Implement/integrate new projects/systems/ways of working to improve and aid the client journey – working collaboratively with local SLT and national Linnaeus project teams
- Produce associated improvement plans for customer/client performance e.g call handling, referral response, refused referrals, client handling, communication, insurance/billing times, debt management, customer/client satisfaction. Put in place development interventions / performance improvement plans as appropriate.
- Manage, review, resolve and report upon client complaints effectively, ensuring a culture of feedback, learning and continuous improvement.
- Oversee credit control, sales ledger, including the management of debt and recovery processes.
- Input to the annual business/marketing strategy plans, advising how to maximise capacity in the consult rooms and waiting area
- Ensure the CCT systems and processes can scale with growth
- Investigate and implement technology solutions that increase efficiencies, reduce work, less paper and improve sustainability
How to apply
Please submit a CV and covering letter, detailing your experience and passion for this role.
· 5 weeks holiday plus bank holidays and Birthday Leave
· Career progression opportunities
. Pet insurance premium reimbursement (cat and dog policies covered)
· Life Assurance
· Enhanced sickness pay
· Enhanced equal family leave
· E-car salary sacrifice scheme
· Employer contribution pension scheme
· Wellness program including:
o Employee assistance program
o Eyecare voucher scheme
o Free annual Flu jab
o Cycle to work scheme
· Recruitment referral reward scheme
Location: The Granary, Bunstead Barns, Poles Lane, Hursley, Winchester, Hampshire
Salary: £35,000 per annum
Since 2006, we’ve been one of the country’s leading veterinary specialist referral hospitals with vets and their teams caring for small animals every day.
Our dedicated vets, nurses and nursing assistants, supported by the administrative teams, are committed to providing the highest quality surgical and medical care for pets. Many of our clinicians are nationally or internationally recognised specialists in their field and bring unique experiences to care for pets.
We accept referrals for Orthopaedic Surgery, Soft Tissue Surgery, Neurology and Neurosurgery, Internal Medicine, Dentistry, Cardiology, Anaesthesia, Dermatology, Diagnostic Imaging, Oncology, Physiotherapy as well as Emergency and Critical Care (ECC) and a Pain Clinic.
We have comprehensive and established clinical and non-clinical programmes for training, development and CPD.
You can find us in Hampshire, just south of Winchester, close to the M3 and national and international transport links. We are in a serene countryside setting with state-of-the-art facilities and are available to look after pets 24 hours a day, seven days a week.
Our vision is to be the south of England’s multidisciplinary veterinary referral hospital of choice, where referring vets, clients and their pets receive the best possible care.
Our mission is to create an inspiring, inclusive, professional environment where the team are empowered to work together to consistently deliver exceptional care and service.
We look forward to hearing from you!
Part of an amazing global family
Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best – caring for pets. We are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team. Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.
The future of the veterinary world is at the heart of everything we do. We are all individual but two important things bring us together: a commitment to excellence and our passion to make A BETTER WORLD FOR PETS.
Linnaeus is owned by Mars, that makes us part of their 70,000 Veterinary Health Associates who spend their days thinking about the 400 million pets of the world and how to improve their lives. Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best – caring for pets.
Our Associates are fundamental to our success and we are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team.
Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.
Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment, we are committed to fostering a culture that is inclusive and diverse for all our associates.
If you would like to apply for this role, please click Apply Now or for more information, please feel free to reach out directly to our Talent Acquisition team at firstname.lastname@example.org