Oversee the Administration Team, ensuring support within their individual roles to manage bookings, insurance and accounts, gaining competence in each of the roles.
Manage client complaints in an effective and timely manner.
Managing the PMS diary including liaising with the Operational Nurse Manager on a daily basis.
Reporting to the Hospital Director, work alongside the management team to ensure KPI’s are met.
Tasks will include:
- Support the Bookings team, enabling them to communicate effectively with the referring vets and clients
- Support the Insurance team with client and insurance company communication
- Support the Accounts team
- Respond to client complaints and concerns; monitor and manage NPS, including contacting clients to generate additional feedback
- Champion excellent client relations and customer care, ensuring delivery of the same from the administration team
- Liaise with the BRM, to support the relationship with our referring vets
- Manage PMS diary for client bookings and consultation room availability
- Report data for weekly management meetings and monthly Executive meetings
- Use a range of software, including email, spreadsheets and databases, to ensure the efficient running of the office
- Manage online and paper filing systems
- Develop and implement new administrative systems, such as record management
- Maintain the condition of the office and arrange for necessary repairs, with the facilities department
- Foster and maintain a pleasant and collaborative working environment
- Organise and chair meetings with the administration team
- Manage the induction program of new administration team associates
- Oversee the recruitment of new administrative staff
- Ensure adequate staff levels to cover for absences and peaks in workload
- Carry out staff appraisals, and manage performance
- Delegate work to staff and manage their workload and output
- Promote staff development and training
- Implement and promote equality and diversity policy
- Check that data protection laws are being adhered to in relation to the storage of data, and review and update policies, in line with Linnaeus protocols
Person specification:
The ideal candidate will
- have experience in a similar role
- demonstrate confident customer service skills
- have attention to detail and ability to work under pressure
- demonstrate great team management skills
Benefits
- 5 weeks holiday + bank holidays + 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
North Downs Specialist Referrals is an internationally acknowledged centre of excellence for Specialist Veterinary Care, offering access to one of the largest groups of recognised Veterinary Specialists in the UK and Europe.
Our aim is to provide the highest standards of medical and surgical care for pets, in a caring and compassionate environment. We are committed to excellence in the care we provide patients and the service we provide to their owners and referring vets.
We offer:
- A friendly, highly trained and caring team of staff, dedicated to looking after you and your pet
- Specialist level care for pets referred to us by veterinary surgeons across the UK
- 24 hour veterinary and nursing care for in-patients
- State-of-the-art facilities situated in pleasant, clean surroundings
- A commitment to excellence in every aspect of our service
At Linnaeus, we are committed to supporting the physical and mental health of all our Associates. We have an amazing team of Mental Health First Aiders (MHFA) across our practices and central support office in addition to a confidential Employee Assistance Programme which is available for everyone.
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 the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.uk
