Veterinary Client Care Manager (Reception manager)

Job role: Client Care Manager (reception manager)

Location: Forest Veterinary Centre, Epping

Salary: £30,000 (pro-rated to £ 26,250.00 )
Job Type: Permanent

Hours: 35 hours per week

May be required to cover occasional weekend shifts and Bank Holidays.

Your role and responsibilities

The Client Care Manager is key in leading and empowering the client care teams to deliver an outstanding experience to our clients and their pets. You will work closely with all senior team members and the wider business to ensure we deliver and promote practice objectives.

You will need to demonstrate extensive experience in a client-facing role and in leading and developing a team, ideally in the veterinary (or similar) industry.

This role is 80% client-facing and 20% admin-based.

Responsibilities to include, but not limited to:

1. Lead by example in providing an efficient, empathetic, and personal experience to our clients and their pets.
2. Monitor and respond to client feedback and complaints, actioning practice change where needed.
3. Define, develop, implement, and communicate our client service standards, policies, and procedures to ensure optimum service is given at all times.
4. Assist with recruiting and onboarding new client care team members.
5. Act as line manager to the reception team, organizing regular appraisals and team meetings to ensure the team meets personal and practice goals.
6. Identify and address staff development needs, arranging coaching and authorizing CPD as required.
7. Create the client care team rota and ensure any deficiencies such as holidays and absences are filled.

Benefits

1. 5 weeks holiday plus bank holidays and Birthday leave.
2. Career progression opportunities.
3. Staff discount schemes.
4. Life Assurance.
5. Enhanced sickness pay.
6. Enhanced equal family leave.
7. E-car salary sacrifice scheme.
8. Employer contribution pension scheme.
9. Wellness program including:
10. Employee assistance program.
11. Eyecare voucher scheme.
12. Free annual Flu jab.
13. Cycle to work scheme.
14. Recruitment referral reward scheme.

About us

Forest Veterinary Centre has been representing the best in pet healthcare in Essex for over 30 years. With our four branches in Epping, Woodford Bridge, Harlow, and Isle of Dogs, we provide high-quality veterinary services. In addition, we also accept veterinary referrals from local vet surgeries in Essex and South East of England.

Our philosophy is simple - to provide premium pet health care by our professional and compassionate team. All our surgeries are equipped with state-of-the-art facilities that put your pets’ well-being first and foremost.