The Opportunity We are looking to hire someone who can provide high-level customer support and advisory services to clients and veterinary practices, ensuring client satisfaction and fostering positive relationships. This role involves handling complex inquiries, proactively supporting client retention, supporting practice staff, and contributing to the continuous improvement of customer service processes. Key Benefits Health cash plan (covering dental, physio and optical services) with 24/7 Private GP Life Assurance 3 x salary. 33 days’ annual leave (including Bank Holidays) rising to 38 with length of service. An additional ‘Day for You’, a paid day’s leave for you to use as you wish. Access to 24-hour counselling by phone or in person should you feel you need support. Internal CPD and access to Clinical Communities. Funded certificate opportunities. Pension scheme. Cycle to Work scheme. Discounts on Medivet products and services for your pets. Role Accountabilities Client Support: Respond to client inquiries via phone, email, and online channels, ensuring timely and accurate resolution. Provide detailed information about veterinary services, treatments, products, and policies. Assist clients with appointment scheduling, billing and coordination with local veterinary practices Proactivity contact clients to add in MHP retention. Practice Support: Serve as a point of contact for veterinary practice staff, providing guidance on customer service best practices and product information. Support practices with client management, including resolving escalated issues and handling sensitive cases. Coordinate with practice managers to ensure consistent service delivery across locations. Client Records Management: Oversee the maintenance of accurate and up-to-date client and pet records in the central database related to subscription plans. Ensure compliance with data protection regulations and practice policies regarding client information. Billing and Payments: Handle billing and cancellation inquiries and payment processing issues. Provide support to clients and practices in resolving billing disputes and discrepancies. Customer Experience Enhancement: Gather and analyse client feedback to identify areas for service improvement. Contribute to the development and implementation of initiatives aimed at enhancing the overall customer experience. Participate in training sessions and workshops to stay updated on industry trends and customer service techniques. Administrative Duties: Assist with the preparation of reports, presentations, and other documentation related to customer service performance. Support the Operations Manager with administrative tasks as needed. Collaborate with other head office departments to ensure cohesive operations and client communications. Compliance and Best Practices: Adhere to all company policies, procedures, and industry regulations. Promote a culture of excellence in customer service within the head office and across all practice locations. Your Skills & Experience GCSEs (or equivalent) required; A-levels or relevant qualifications in customer service, administration, or veterinary studies preferred. Significant experience in a customer service role, ideally within the veterinary or healthcare industry. Previous experience in a head office or centralized support role is advantageous. Exceptional communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Proficiency in using customer service software, databases, and office applications. Ability to handle sensitive information with discretion and professionalism. Empathetic and patient approach to client interactions. Strong organizational skills and ability to multitask effectively. A proactive attitude towards identifying and resolving issues. Team-oriented with the ability to work independently when needed. About Us Medivet is a leading veterinary care provider, with practices across the UK including a number of 24-hour veterinary centres and referral centres. We also have a growing presence overseas with practices in France, Germany and Spain. We’re proud to support a large, connected and growing community of colleagues who provide exceptional care that’s always there. That’s more than a strapline for us, we truly believe every interaction we have matters and that we can make a real difference. This is as true for our colleagues as it is for our patients and clients. Being part of Medivet means being part of a forward-thinking and caring environment with the very best equipment and treatment options available, and the very best treatment for you as a valued member of the team. This is the home of talented people like you who want to stand out in their field and whose compassion for animals goes way beyond their job. Join us and be part of our exciting plans for the future.