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Full Time
Upminster, United Kingdom
9 months ago
Are you an experienced member of the veterinary profession and an animal lover with a passion for reception/customer service who is seeking a new and exciting role? We'd love to hear from you! If you are a candidate who thrives in being in a fast paced, front of house role, meeting and assisting clients with their appointments, answering pet health queries, and love being super organised with administration work, and enjoy being the first point of contact for our clients, their pets and your colleagues, this could be the role for you. We are looking for an exceptional Reception Manager who will have a pivotal role as part of our outstanding team in our independent Veterinary Hospital in Upminster. Currently we have over 100 hand-picked members of staff, 26 of those are Receptionists. The role of our veterinary reception team is critical to the smooth-running of our busy practice and in providing a positive first impression to clients, both on the telephone, via electronic communication and visiting the premises in-person. You will be part of but lead the Reception team and maintain and grow our excellent reputation in the community. Other responsibilities include maintaining high standards of cleanliness and tidiness in the reception and front-of-house area including the waiting room, over the counter payments and sales and consultation rooms between consultation sessions. We are looking for someone who can oversee the day to day running of Reception. In addition to this, there will be a large degree of people management. There will be some HR duties too, in accordance with our policies and procedures. You will also be happy to liaise with both clients and the management team to be the first point of contact to iron out any minor complaints before they escalate. You will have a friendly, positive and helpful attitude with the ability to use tact and discretion when working with sensitive issues. You should have the ability to handle pressurised, emotionally charged situations, show initiative and respond positively to change. The ideal candidate will be someone who is calm, attentive and focussed on clients’ needs. You will be positive, enthusiastic and driven, with a passion for customer service. Our front of house team is the face and voice of our business, therefore this role is extremely valued within the hospital team. The candidate needs to be confident, committed, and able to work well under pressure with exceptional organisational skills. This role is fast-paced, friendly and fun with no working day the same. Joining our professional, personable team in the practice, you’ll deliver exceptional care by going above and beyond your duties providing exceptional customer service, putting patients and clients first, always. We want to ensure that whilst our clinical team supports the patients needs that we are also able to offer a warm and friendly five-star customer experience to clients. You will need to be an effective communicator, have effective communications internally within the team that are timely and efficient, and organisation of our diary so that we can provide the best advice and accurate information to our clients. We always go that extra mile to give clients and their pets the very best level of support, care and professional advice that animals inevitably need through life. You would need to be computer literate although training will be given, but more importantly we are looking for a friendly, confident, empathetic individual who will be proud to make the reception area and team their area of responsibility. We are looking for an individual with a passion for animal welfare and who loves being a pivotal part of a vibrant and friendly team.You must possess excellent customer service skills, a good critical thinking and - problem-solving skills, compassion, a positive attitude, follow through and excellent communication skills. Maintaining a professional appearance, daily attendance and punctuality is critical to this role. You will have a high standard of spoken and written business English and be confident in running the front of house in a veterinary or medically related environment. Of course you must love all animals! If you are interested in this rewarding role and would like to know more, please click the apply button now. Core duties Provide excellent customer care to current and prospective clients, working patiently and compassionately. Be the initial employee to address and attempt to resolve customer enquiries and complaints Answer and triage phone calls from clients Client call-backs and emails in a timely fashion Filter unsolicited cold calls from sales businesses Contact no-show appointments to reschedule Process payment for services and products and enter into the client record Schedule appointments and procedures Setup new client records Check-in clients electronically Manage client record requests between other veterinary practices Serve as initial source of information to clients Generate and verify the accuracy of generated invoices Relay appropriate information to/from clients to veterinary surgeons/nurses and/or management Other Duties Other duties may include: Using computer software Willingness to promote the practice by attending public events Remind owners to fast patients prior to surgery Maintain proper documentation in the electronic medical record. Scan hardcopy documents and attach these where appropriate To provide advice to clients on non-prescription items available for sale and advise clients on their suitability Organising meetings and setting up/clearing away To understand and always adhere to Health & Safety protocols and assist with maintaining a Covid-secure environment To understand and adhere to our green policy and participate toward our green accreditation. Participating in management meetings and implementing the decisions made in regard to the reception team. Supporting the directors and management team in making Wylie financially sound. To participate in maintaining our hospital status and PSS accreditation. Knowledge And Skills High level of computer literacy Previous experience in a busy veterinary or medical reception Knowledge of veterinary clinic procedures and terminologies preferable Excellent customer service skills Highly organised with an ability to prioritise Ability to use own initiative Relevant qualifications an advantage Training Training will be provided to cover using the practice management system, practice protocols non-medicated products, and Health & Safety Attendance at relevant in-house training sessions. Attendance at appropriate training courses which will enhance skills and personal development, and which can be reasonably expected from an employee