We are actively seeking a full-time Client Services Manager to become a part of the Mercer & Hughes team, working 40 hours a week. The chosen candidate will need to travel to all four clinics within the Mercer & Hughes group, which are located in Saffron Walden, Bocking, Great Dunmow, and Stansted.
As the Client Services Manager, you will be tasked with efficiently addressing client needs on a daily basis and facilitating a comprehensive client journey that is supportive, professional, and adheres to the highest standards of care. Working closely with the Clinical Directors at the clinics as a member of the practice leadership team, you will ensure that the client services team effectively delivers all non-clinical services within the practice, providing training and support to colleagues to empower them in their roles.
Key Role Accountabilities:
- Ensure that practice diaries are filled and managed efficiently.
- Ensure that Kin Vet financial processes are always followed by all client services team members.
- Lead effective ways of working in the client services team to manage insurance claims in a timely manner.
- Regularly review the client journey within the practice, ensuring the client services team deliver a professional, empathetic, and caring service that meets the Kin Vet client care standards.
- Responsible for engaging clients, with customer service monitoring, ensuring the client services team resource meets client demand.
- Ensure the client service team are enabled to manage client queries and client complaints, acting as escalation point to resolve questions or concerns, delivering effective and timely stakeholder management.
- Support pet wellbeing services through client education & promotion of Kin Care Club.
- Create clear and effective two-way communication within the client services team ensuring all colleagues are kept up to date with all practice activity and performance.
- Support and encourage communication between all work streams within the practice and across the community.
- Where applicable, responsibility for stock management within the practice of all non-clinical items, including day to day items for colleagues and clients.
- Manage and ensure compliance with risk assessments and health and safety protocols within the practice, particularly those related to reception and waiting room area including health and safety, security, clinical governance, Royal College of Veterinary Surgeons (RCVS) guidelines, data protection and eligibility.
- Support the compliance of all training and development, including maintaining staff training records and co-ordination of mandatory training.
- Manage correspondence for all equipment and building security maintenance, and contractor and visitor management.
The ideal candidate will have a background in managing and leading high-quality customer service teams, preferably within the veterinary field or a related sector. You should possess excellent leadership abilities and thrive in a dynamic environment as we pursue improvements and develop as a team. Additionally, you must exhibit a positive, can-do attitude, demonstrating proactivity while remaining calm and resilient under pressure.