CLOSING DATE: Friday 27^th Feb 5pm

Job Title: Customer Care Manager

Location: Clifton Lodge Veterinary Group

Reports to: Practice Manager

Job Purpose:

The Customer Care Manager will lead the team in delivering outstanding service to clients, ensuring a smooth and welcoming experience from initial contact through to ongoing care. This position will combine strategic oversight with operational leadership, focusing on optimizing business processes, managing the day-to-day activities at the front of house, and leading initiatives that improve customer care, team performance, and overall practice efficiency. The role will also include managing key operational areas, including occupational health and safety, complaints management, performance reviews, RCVS practice audits, debt collection, and insurance claims.

Key Responsibilities:

Leadership & Strategic Planning:

• Develop and implement customer care strategies that enhance client satisfaction, team productivity, and overall practice performance.
• Identify opportunities to optimize front of house operations, streamlining processes to improve efficiency and service quality.
• Lead and inspire the reception and customer care teams, setting clear objectives, and fostering a culture of excellence.
• Implement and monitor effective problem-solving techniques to address issues promptly, ensuring minimal disruption to practice operations.
• Customer Service & Client Relations:
• Act as one of the primary points of contact for customer service-related queries, ensuring that client concerns are addressed promptly and effectively.
• Develop and maintain strong relationships with clients to foster loyalty, satisfaction, and repeat business.
• Ensure that all client communications are handled professionally, empathetically, and in line with practice policies.

Operational Management & Oversight:

• Lead front-of-house operations, ensuring smooth workflows and adequate staffing levels at all times.
• Collaborate with other teams to ensure seamless client interactions from appointment booking to follow-up care.
• Assist in the training and development of reception staff to ensure they have the necessary skills and knowledge to excel in their roles.

Occupational Health and Safety:

• Oversee and enforce compliance with occupational health and safety (OHS) regulations in line with legal and company standards.
• Regularly audit practice procedures to ensure a safe and healthy working environment for all staff and visitors.
• Lead initiatives to improve workplace safety and implement proactive measures to mitigate risks.

Performance Development & Reviews:

• Conduct regular performance development reviews (PDRs) for customer care and reception team members, providing feedback and identifying areas for improvement.
• Create and implement development plans to enhance team skills and increase job satisfaction.

Practice Audits & RCVS Compliance:

• Lead audits to ensure the practice adheres to RCVS practice standards, identifying areas for improvement and implementing corrective actions where necessary.
• Maintain accurate records for all audit activities and ensure timely completion of any action items.

Debt Collection & Insurance Claims:

• Oversee the management of debt collection processes, ensuring timely and professional communication with clients regarding outstanding balances.
• Ensure effective handling of insurance claims, working with clients and insurance companies to facilitate smooth claim resolutions.

Reception Support:

• Provide hands-on support at reception as needed, assisting with client check-ins, appointment bookings, and answering queries if needed.

Key Skills & Qualifications:

• Experience: Minimum of 3-5 years in a management or leadership role within a customer service or veterinary setting.
• Education: Relevant qualifications in customer service, business management, or veterinary practice management.
• Leadership: Strong leadership skills with the ability to motivate and guide a team toward achieving high levels of performance and client satisfaction.
• Problem Solving: Excellent analytical and problem-solving skills, with the ability to address operational challenges quickly and efficiently.
• Communication: Exceptional verbal and written communication skills, with the ability to deal effectively with clients, staff, and external partners.
• Customer Focused: A passionate and empathetic approach to customer service, with a focus on enhancing the client experience.
• Organizational Skills: Strong organizational and multitasking abilities, with an aptitude for managing multiple priorities simultaneously.
• Knowledge: Some understanding of RCVS practice standards or International Organization for Standardization (ISO) equivalent, occupational health and safety regulations (NEBOSH), and the veterinary industry.
• Tech-Savvy: Proficient in using practice management software, Microsoft Office, and other relevant systems.

Working Conditions:

• Full-time position, with flexibility required during busy periods. 40 hours per week
• Competitive salary and benefits package, including opportunities for professional development and training.

How to Apply:

Please send your CV and a cover letter outlining your relevant experience to donna.wren@cliftonlodgevets.co.uk We look forward to hearing from you!