Reception Manager – Blacks Vets Dudley, West Midlands

Blacks Veterinary Practice have an exciting opportunity for an enthusiastic and experienced Reception Manager to join our dynamic team on a Permanent basis.

The Reception team Manager is responsible for the client and team experience inspired and delivered by the Client & Pet Care Advisor Team across the Blacks Vets group.

A strong communicator, this role leads by example. Ensures every member of the team has complete clarity of role together with the skills, and competencies to set new standards of excellence in their touch points of the client experience.

Your role and responsibilities

  • Leading a team of Client & Pet Care Advisors
  • Promote team well being
  • Organising rotas efficiently and effectively
  • Provide training and support on complaint handling for reception
  • Ensuring optimum customer service levels are always delivered
  • Monitoring and responding to client complaints
  • Answering phones and booking appointments on our PMS
  • Designing, developing, implementing and communicating to our client service standards and procedures
  • Implement and input to practice protocols and ensure compliance, identifying opportunities for improvement where appropriate.
  • Ensuring compliance and management of CPCA team
  • To control the reception budget by managing additional hours and supplying data as required​
  • Drive growth of new business by identifying opportunities to win new clients
  • Ensure all CPCAs are clear, competent, confident, and capable of delivering their Job Description in full consistently, including demonstrating defined behaviours required for the successful delivery of the role.
  • To manage cover as required across the CPCA team
  • Become an expert in the CPCA role, continually assessing realistic deliverables, suggesting ideas for continuous improvement
  • Work with the SLT to drive positive customer experiences
  • Recruitment of reception team in conjunction with the Practice Manager and where appropriate performance manage
  • Maintain CPCA inductions and development plan across the business and update accordingly
  • Monitor and coach your team through training, tools and other resources to empower and develop, maximising their potential
  • Follow business protocols and policies with the support of the Practice Manager
  • Support the Practice Manager with the ethical requirements of a veterinary practice. Be familiar with the RCVS guide to professional conduct.
  • Support the Practice Manager and wider team to live and breath the RCVS practice standards on a day to day basis.
  • Identify and deliver opportunities for best practice in each area, at each surgery for all CPCA’s.
  • Give feedback with progress and improve where required

Experience required:

  • Management experience essential
  • Experience within the Veterinary industry would be an advantage but not essential

Benefits

  • 5 weeks holiday + bank holidays + Birthday Leave
  • Career progression opportunities
  • Staff discount schemes
  • Life Assurance
  • Enhanced sickness pay
  • Enhanced equal family leave
  • 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

With over 50 years of experience, we are a network of five award-winning practices that are based around Black County, West Midlands. With our unique advantage, our well-equipped practices allow us to provide high-quality in primary care and referral care. Our passionate and friendly service is what makes such a difference to our clients and the health of their pets.

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 Sarah Lewis at sarah.lewis@blacksvets.co.uk.

Closing date for applications: 6th of October

All interviews will be held on the 21st of October at our Dudley branch

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

 

Location: Hillcroft, Hall Street, Dudley, West Midlands Hours: Full time Practice: Blacks Vets Dudley Salary: £30,000 per annum

 

PRACTICE DETAILS

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