Client Care Manager- Kirkcaldy

About us

As a committed companion animal practice, we pride ourselves on providing an extensive and comprehensive range of services provided by our experienced team of vets and nurses, many of whom hold additional professional qualifications.

We are a British Small Animal Veterinary Association approved practice and an Approved Training Centre, certified by the Royal College of Veterinary Surgeons.

Your role and responsibilities

The Client Care Manager is a key role in leading and empowering the front of house team to deliver an outstanding and polished experience to our clients and visitors to the practice. It will require you to work closely with the Practice Manager, Nursing Manager and other senior team members. An important aspect of this role is to continuously lead by example and promote positive staff morale.

Client Experience

• Execute good telephone techniques, keep accurate records of discussions or correspondence with clients
• Build relationships with the clients, demonstrate empathy, and facilitate in delivering an excellent level of service at every touchpoint
• Be a presence within reception, lead by example by engaging with clients and their pets
• Ensure that all other staff members follow your lead in building relationships with clients
• Ensure all customer complaints are dealt with swiftly, efficiently and by the appropriate person.
• Enforce housekeeping rules, including how the reception team present themselves to customers and no eating on the front desk etc.
• Ensure staff are mindful when clients are present, conversations must be kept professional

Team relations

• Play an active role in the team by doing your share to cover any deficiency in the rota, including branches/weekends and late shifts when required
• Regularly meet with Senior team members to discuss improvements to the customer journey
• Perform reviews and appraisals on your key reports and produce PDP to ensure all the team reach their potential and fulfil their goals
• Ensure front of house teams are always correctly attired and project a professional image
• Ensure new staff have reviews according to protocol. The aim being for them to become an integral part of the team as quickly as possible

Administration

• Prepare the reception rota for the Practice, including holiday cover
• Keep rota up to date and ensure that forward thinking is in place to cover any deficiencies such as holidays, maternity, prolonged sick leave
• Work alongside other senior team members for recruitment and interviews
• Ensure all new members of the reception team have inductions and the required training to support them to settle into their role.
• Identify and address staff training and development needs and liaise with Nursing Manager to arrange coaching where required
• Review and update protocols and procedures to adapt to the changing and improving practices
• Monitor and measure history requests and client movements

Benefits

• 25 days holiday + bank holidays + Birthday Leave
• External CPD funded
• Career progression opportunities
• Staff discount schemes
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Wellness programme including:Employee assistance programme

Eyecare voucher scheme
Free annual Flu jab
Cycle to work scheme
Childcare vouchers
Recruitment referral reward scheme

About us

Here at St Clair Vets, we have a busy caseload and provide a full range of routine primary care services and specialist services in ophthalmology referral and ancillary treatments such as acupuncture. We are a progressive, well-equipped practice in Kirkcaldy that's been at the very heart of our local community for many years. We take pride in providing a caring, compassionate, and friendly service to all our clients and their precious pets.

As a group, we are well equipped and have an extensive range of surgical and diagnostic equipment available which includes in-house biochemistry/haematology machines, operating microscopes, digital x-ray, ultrasound, video endoscope plus all the usual toys! You will be supported by our large, dedicated Vet team, highly experienced clinical directors, wonderful, experienced nurses, and a fantastic front of house team. Our team are important to us and you will feel supported at St Clair Vets. We all pull together through the hard times but equally enjoy each other's company and are never short of humour. We have a big focus on mental health and work-life balance too. We often discuss clinical cases and when possible, we do often attend socialising events.

St Clair Veterinary Group is situated on the beautiful Fife coast with several picturesque fishing villages only a short drive away and many outdoor pursuits right on your doorstep. Plus, if you need the buzz of a capital city, you'll be in Edinburgh in 40 minutes. So, we really do have the best of both worlds! The cost of living is relatively good locally too and our nearest airport is just a 30-minute drive away.

At Linnaeus, we are committed to supporting the physical and mental health of all our Associates. We have an amazing team of Mental Health First Aiders (MHFA) across our practices and central support office in addition to a confidential Employee Assistance Programme which is available for everyone.

Job Type: Full-time

Salary: £28,000.00-£30,000.00 per year

Ability to commute/relocate:

• Kirkcaldy, KY1 3ET: reliably commute or plan to relocate before starting work (required)

Experience:

• client care management: 1 year (preferred)

Work Location: One location