Client Care Advisor

Job Description

We have a fantastic opportunity for an enthusiastic and passionate client care advisor to join our supportive team here at Newton Abbot Vets for Pets on a Part time basis.

We are a friendly team in a very busy family-owned practice. We currently have 6 client care advisors. Our brilliant clinical team consists of 5 vets, 5 RVNs and our invaluable VCA.

Your focus is to provide an exceptional service to our clients and the best care possible to their pets - providing a link between clients and the clinical team. Your ability to build strong relationships with our clients, their pets and the practice team will be critical to your success.

Your great client service during a client’s visit will make sure that their absolute satisfaction is given, and that the client leaves knowing that they have received exceptional service and look forward to their next visit.

You will greet each client and offer support, guidance, and expertise, managing payments and future bookings confidently.  Coordinating the smooth running of the day-to-day routines of the practice will be done using our online systems, so computer literacy is a must.

Our reception team work on a 4-week rolling rota.
This is a part-time role working 20 hrs per week. We are recruiting for the following shifts:
Monday 9:00am-7:00pm, Thursday 8:30am-4:30pm and 2 weekend shifts within a 4-week period

Overtime, flexibility and rota changes are all within the contract, Contractual hours are 20 hours a week, hours are distributed via a rota and include weekend/evening working. Due to the nature of our business, there is a need for flexibility with working patterns.' Rotas will be put out 4 weeks in advance for annual leave cover. Sickness cover will be at shorter notice but still issued in advance where possible. 

Our working hours are between Monday – Friday 8:30am – 7pm, Saturday 8:45am – 6pm and Sunday 9:45am – 4pm

The Role:

• Representing the surgery as the first point of communication for all clients.
• Ability to work in a fast passed environment and multitask.
• Calm, attentive and always focus on the clients’ needs.
• Offering the highest levels of customer service; always listening to client’s needs, acting with urgency and always following up on outstanding queries for clients.
• Ensure we keep patients at the centre of everything we do. Greeting where suitable and checking in with owners on arrival regarding their pet’s care.
• You will be dealing with a range of situations with clients offering empathy where needed, advice from vets, guidance with care plans and taking payments for both large procedures and appointments.
• Passing varied information over to clients from the veterinary team regarding medication, prescriptions, appointments and treatments.
• Being able to handle conversations around financial situations with ease and confidence
• Answering the phone with consistent attention to detail and customer service, taking care to listen particularly when relaying crucial information to the vet team
• Inputting a variety of information into our database/systems such as appointment details, animal weights and prescription requests
• Cash handling on a daily basis as well as taking card payments throughout the day
• End of day cashing up and banking
• Ensuring the reception environment is kept clean, professional and inviting
• Day to day reception duties including but not restricted to: scanning documents for vets, responding to all forms of communication that we offer (emails, digital practice, calls), liaising with other veterinary surgeries to gain and pass on patient history
• Be confident working on reception alone.
• Flexible to cover annual leave and sickness with the availability to pick up over time.

Location: TQ12 3AN

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!