Client Care Advisor

Veterinary Receptionist / Client Care Advisor - Dunfermline Vets for Pets
Are you open and friendly, can't resist keeping things organised and running like clockwork and does the thought of things being in a mess give you sleepless nights? If so, we need you to look after us, our clients and their pets!
We have a full time position available which is on a rota basis. You will get 5.6 weeks holiday and we also offer a company pension and other discounts including 20% off in Pets at Home and the Groom Room. Salary is national minimum wage.
Are you the kind of person who:

• Takes enormous reward making customers happy and ensuring their needs are met
• Can stay calm when chaos is happening around you?
• Enjoys solving customer problems?
• Likes to keep things in order and hate when they are in a mess?
• Has a fantastic memory for remembering details?
• Loves to keep files and admin under control and getting the detail right?
• Can identify problems before they arise and intervene to prevent them?
• Knows how to deal with an emergency and keep a cool head?
• Causes irritation to friends and family because you are so, super organised (about everything) and love to get the small details right?
• Loves being busy and hates having nothing to do?
• Loves making sure people get exactly what they need with no effort on their part?
• Has an uncanny knack for being able to always put a name to a face, even if you've only met them a few times?
• PS……. do you also love animals?

At Dunfermline Vets for Pets we are a small, friendly, growing team that enjoy a close relationship with our clients. We really focus on great customer care which helps us with our ultimate aim of keeping pets living as long, happy and healthy lives as possible. We believe that prevention is better than cure and that pet owners should have all the information they need so they can make the right choices for them and pets. So, it's our job to make all client communication as clear and easy to understand as possible and you will play a major role in finding out whether that is the case and clarifying things for our clients if we have slipped up. Building trusting relationships is key.
When pets do become unwell we're committed to making sure our clients completely understand what the issues are with their pets, what we are doing about it and exactly what they need to do to get their pet better. We want to make sure that they know all the way through the process that we're 100% behind them and have their pets' best interests at heart. As our friendly face at front of house you will have a key role to play in helping us fulfil these objectives as well as actively attract new clients and then developing and maintaining those relationships. You will also have to convince their pets how great we are too with plenty of cuddles and treats. Equally, we really need someone to sort out and organise all the administrative procedures and keep them running smoothly. And you need to be willing to grow with the role and have a real soft spot for animals and their owners. We have an exceptional, friendly, service focussed team to help deliver these goals of providing outstanding animal care combined with a level of service that puts our clients' needs first and we really are excited to be in the position of adding a new individual to our team. Someone with previous experience of customer service such as working in restaurants, call centres or in the retail environment will have a lot of the skills we are looking for but this experience is not essential.
About you:

• You must love finding out what our customers need, selling it to them and keeping them happy
• You need to be super-organised as our reception area is extremely busy
• You must be approachable and friendly
• You must love explaining the details to customers about the service they have received
• You must love animals and love making a fuss of them while keeping a very busy reception desk organised and under control!
• You must aspire to take on more responsibilities as the practice grows and be comfortable taking control
• You must love filing and working through a list of tasks
• You must be 100% reliable
• You must be great at handling money, filling in spreadsheets and independently solving any problems that arise
• You must be able to identify what our clients want and tell us how we can meet those needs

Your key responsibilities:

• Greeting our customers, making them feel at home and comfortable, and selling them the services they need
• Translating techno speak into language our customers understand
• Making sure everyone knows in advance of any changes to the diary
• Keeping all documents filed correctly
• Following strict appointment booking protocols to keep things running smoothly
• Liaising with staff at our support office by email and telephone
• Remembering who our clients and their pets are and welcoming them by name
• Ensuring the reception area meets our hygiene requirements and infection is controlled
• Cashing up each day
• Stock management
• Handling insurance claim forms
• Ensure all data is up to date and correct by the end of each day
• As well as keeping us in order

How to apply:
If you think you can look after our clients and our team and help keep us organised, please get in touch. We take recruitment very seriously, so our process has several steps in it to ensure that you have the skills we need and that you will like working with us. To get the details and find out how to apply please complete the application process through Success Factors and we will be intouch. Regretfully, due to the extraordinarily high number of applications we receive we are only able to respond to those that complete the tasks correctly

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!