Description:
Village Vet based in Highgate are recruiting for an experienced and professional Client Care Assistant to join their reception team. This is a full-time position on a 1 year fixed-term contract.
The purpose of this position is to serve as a member of the reception team, providing an excellent service to our clients and visitors. This will include arranging appointments, keeping accurate records, various clerical duties related to animal patient care and treatment and helping to facilitate accurate communications between clients, veterinary surgeons, our nursing staff and practice manager.
- To be efficient, pleasant, courteous, polite, concerned and helpful to all clients under all conditions at all times. Clients can often be distressed or worried and need extra understanding and empathy from the reception team.
- Ensure that the client leaves the practice, where appropriate, with another visit scheduled for their continued pet health care. Specifically, organise a follow-up, recheck, or re-vaccination appointment.
- Answer the phone promptly and courteously and convert telephone enquiries into appointments where appropriate.
- Keep reception and the waiting room area tidy and well organised.
- See that appointments remain on schedule by being totally familiar with times required for different procedures and problems, organising a double appointment if necessary.
- Follow up, in a concerned manner any missed appointments, (check where necessary with the relevant veterinary surgeon). Records should always be marked if a client fails to keep an appointment.
- To take, record and pass on messages accurately (and quickly if urgent). Correct use of the message board as appropriate.
- Promote our services and products.
- To co-ordinate and ensure a smooth client and pet flow within the practice from the waiting room to payment processing.
- To work towards the goal of 100% collection of fees for services rendered
- To process payments accurately and efficiently and allocate against the appropriate invoiced items on the client’s record on computer.
What We're Looking For
- A minimum of 12 months’ experience dealing with customers in a customer facing role.
- Confident using the telephone
- Reception or Client Care experience
- Cash handling and till operation
- IT skills – confident in the use of Word, Excel and Outlook as a minimum
- Knowledge of client-based computer system and using a multiple line software-based telephone system
- Organised with the ability to prioritise duties and multitask when necessary
- Excellent verbal and written communication skills
- Sensitivity and flexibility
- Excellent attention to detail
- Clear speaking voice
- Of smart appearance
- Personable and approachable
- Able to work to set protocols.