This role is to provide and promote excellent client care throughout the hospital via continuous mentoring and development of your own and the wider hospital team, taking the role of Services Ambassador for your hospital.To handle any customer and partner practice complaints to a satisfactory resolution maintaining the ethos of Vets Now to provide care and support to pets and their owners at a time when they need it mostTo support and line manage a team of 7 financial and insurance administrators to ensure they are always committed to delivering an exceptional level of service and client care.

Role Responsibilities

  • Line management responsibility of the Reception team, Insurance & Account Administrators
  • Responsible for line management including but not restricted to: HR procedures –absence reviews, RTW, appraisals, investigation, holiday management.
  • Responsible for management of HOROS for your Team.
  • Carrying out regular reviews with the team to highlight areas for development
  • Holding regular meetings with the team to keep them up to date and informed of key business priorities
  • Engage and motivate the team to ensure they are continually striving to provide the best level of support to clients
  • Ensure that any HR issues are handled effectively and in a timely manner
  • Proactively approach Partner practices to ensure that the service we are providing is smooth and efficient
  • React to any feedback from PP’s and resolve complaints
  • Build effective working relationships with the PP’s in your area

Person specification

  • Previous experience of working within a customer service environment is essential
  • Line management experience
  • Clinical experience is desirable
  • Able to develop good working relationships quickly with a wide range of internal and external stakeholders
  • Commitment to professional and ethical standards
  • Aligned with company values
  • Positive outlook with confidence and belief in own abilities
  • Flexible and collaborative approach
  • Passionate about client and customer care and delivering exceptional service levels

Rewards and benefits

  • 7 weeks annual leave
  • Your birthday as a paid day off
  • Cash Health Plan provided by Simply Health*
  • Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
  • Family-friendly policies including sick, maternity, paternity and adoption pay schemes
  • UK Standard Pension contributions – 5% Employee/3% Employer
  • Up to 50% discounted staff pet care
  • Paid volunteering days
  • Death in service of two times annual salary