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:
1. To manage and lead the Reception Team, including carrying out annual appraisals, performance management, coaching, and recruitment/onboarding of new colleagues.
2. To fully understand and have significant input into the RCVS Practice Hospital Standards in the areas of client care and experience.
3. To highlight and address areas that have a negative impact on the client experience and propose solutions to address areas of concern.
4. To devise and provide ongoing management information in relation to client feedback and call monitoring, including monthly phone stats for all three branches.
5. To address issues when errors occur and provide training when needed.
6. To actively work on Reception and lead by example.
7. To work collaboratively with the Credit Controller, providing backup for cashing up when required.
8. To have overall responsibility for Pet Plan, PHC, and AHC, addressing issues as they arise.
9. To be responsible for Reception rotas.
10. Manage absences and source Reception cover as required, following up with return to work interviews.
11. Submission of overtime for the Reception team to the Practice Manager in good time for payroll.
12. To have involvement in addressing customer complaints in conjunction with the Clinical Directors, Practice Manager, and Head Nurse.
13. Troubleshoot IT and phone issues that impact the Reception team.
14. Regular visits to the branches.
15. Arrange and lead 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:
1. 6.6 weeks annual leave.
2. Additional annual leave for your birthday, which will be added to your holiday allowance.
3. Enhanced family-friendly policies, including maternity/paternity/adoption/shared parental and surrogacy pay.
4. Cycle to work scheme.
5. Initiatives focused on employee wellbeing.
6. Non-accidental injury support.
7. Learning and development opportunities via the IVC Evidensia Academy.
8. Pawsome Benefits - reward gateway giving discounts and cashback with 100's of retailers.
9. Pension scheme.
10. 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 are keen to hear from candidates with disabilities and long-term health conditions and would be 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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Animals treated:
Small animals
Equine
Visit website #J-18808-Ljbffr