Donnington Grove - Newbury, Newbury, South East
Donnington Grove Veterinary Group are hiring!
We are looking for a Client Care Manager to manage and lead our Reception Team at our Small Animal Practice in Newbury, Berkshire.
About us
Donnington Grove is a busy first-opinion practice with Hospital Status, operating from our main branch in Newbury, as well as branches in Thatcham and Tadley. As part of our team, you will work closely with our large Reception Team, providing daily support and assisting in resolving any issues that arise. You’ll also play a key role in enhancing the overall client experience, ensuring a seamless and positive interaction with our practice.
The role will involve:
* Managing and leading the Reception Team, including carrying out annual appraisals, performance management, coaching, and recruitment/onboarding of new colleagues.
* Understanding and having significant input into the RCVS Practice Hospital Standards in the areas of client care and experience.
* Highlighting and addressing areas that negatively impact the client experience and proposing solutions to address areas of concern.
* Devising and providing ongoing management information related to client feedback and call monitoring, including monthly phone stats for all three branches.
* Addressing issues when errors occur and providing training when needed.
* Actively working on Reception and leading by example.
* Working collaboratively with the Credit Controller, providing backup for cashing up when required.
* Having overall responsibility for Pet Plan, PHC, and AHC, addressing issues as they arise.
* Managing Reception rotas and absences, sourcing Reception cover as required, and following up with return to work interviews.
* Submitting overtime for the Reception team to the Practice Manager in good time for payroll.
* Involvement in addressing customer complaints in conjunction with the Clinical Directors, Practice Manager, and Head Nurse.
* Troubleshooting IT and phone issues that impact the Reception team.
* Regular visits to the branches.
* Arranging and leading Reception Team meetings.
About the rota
This is a full-time permanent role working 35 hours per week Monday-Friday with shifts between 8:00am-7:00pm.
The ideal candidate
The ideal candidate will be highly organised, with strong leadership skills and a proven track record of delivering exceptional customer service. Excellent communication skills are essential, along with the ability to work collaboratively with the wider practice team, including our vets and nurses. This role would be perfect for someone with a lively, enthusiastic personality who thrives in a fast-paced environment and is passionate about providing top-tier service.
In addition to a competitive salary, you will benefit from:
* 6.6 Weeks annual leave
* Additional annual leave for your birthday which will be added to your holiday allowance
* Enhanced family-friendly policies, including maternity, paternity, adoption, shared parental, and surrogacy pay
* Cycle to work scheme
* Initiatives focused on employee wellbeing
* Non-accidental injury support
* Learning and development opportunities via the IVC Evidensia Academy
* Pawsome Benefits - reward gateway giving discounts and cashback with hundreds of retailers
* Discounted staff pet care
At IVC Evidensia, we are committed to Diversity, Equality, Inclusion, and Belonging. We are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we welcome candidates with disabilities and long-term health conditions and are happy to discuss any reasonable adjustments needed during the recruitment process.
Donnington Grove - Newbury
Oxford Road, Newbury, RG14 2JB, United Kingdom
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