Lead Client Care Assistant (Veterinary)

at  Village Vet Hampstead

If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.
Job Title: Client Care Lead : Claims Manager
Location: Village Vet, Hampstead Hospital, NW3 4AX
Salary: £27,500 per year
Job Type: Permanent, Full-time
Hours: 42 Hours per week

WE HAVE ARE CURRENTLY SEEKING A CUSTOMER CARE LEAD TO JOIN OUR FANTASTIC TEAM HERE AT VILLAGE VET.

The aim of the Customer Care Lead is to ensure that our clients receive excellent customer service, advice and care for their pets. You will be a vital part of the leadership team.
We are looking for a diligent, organised professional, with the ability to maintain a harmonious working relationship with others and promote collaboration amongst teams.

REQUIRED EXPERIENCE

• The ideal candidate will be suitability qualified and a diploma holder in client services or customer service, BVRA certificate holder, or equivalent qualification/s.
• Experience of motivating and leading a team.
• Prior experience in veterinary practice and client services is desired. However, another health setting experience would be welcomed.
• Full support and training will be provided for the use of IT equipment.

ABOUT US

We are a well-established, RCVS accredited, small animal primary care practice that covers the locations of London, Hertfordshire, and Cambridgeshire.
Alongside all our primary care services we also have a 24-hour continuous care hospital made up of our highly certified specialists and general practice staff to ensure the highest form of veterinary care for the benefits of pets and clients alike.
To submit your application, please click the ‘Apply now’ button at the top of the screen. You must submit both a CV and Cover Letter to be considered for this vacancy. For any questions, contact Katie Riley on katie.riley@linnaeusgroup.co.uk
We are proud to be Linnaeus, part of Mars. Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people. Why Linnaeus? - We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets - We lead on sustainability and collectively drive positive change for people, pets and the planet - We prioritise your mental health and wellbeing – valuing equity, diversity and inclusion - We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one. We team up within our Mars family in partnership for a stronger future. Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates. At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.u

GENERAL RESPONSIBILITIES:

• Fulfil the purpose of the hospital by providing outstanding care and excellent client services.
• Provide effective leadership by engaging the client services team in realising the clinical, operational, and commercial objectives of the hospital.
• Promote, provide, and maintain excellent relationships within the client services team, clinical team, referring practices, clients, and central support team.
• Complete appropriate paperwork efficiently and ensure this is achieved in the client services team.

KEY RESPONSIBILITIES:

• Line management of Client Care Team. This includes but is not limited to: regular 1-1s, feedback conversations, absence review meetings, performance management, probationary meetings etc.
• Ensure adequate staffing is in place, including out of hours, on call, and weekend cover where required.
• Assisting with recruitment – providing input on applicants and assisting with the training of new associates.
• Focus on financial management and practice earnings by completing weekly banking and expense records.
• Manage and deal with any feedback or non-clinical complaints that relating to incidents arisen within the hospital, which could have an impact on the reputation of the business, in line with company policy.
• Completing and submitting insurance claims for clients in the hospitals expected 10 day timeframe.
• Demonstrate financial control within the practice and follow up with clients for outstanding payments.
• Work closely with debt collection agencies to retrieve client debt.