Client Care Assistant Role

The Client Care Assistant is a key role in maintaining the high standard of client care expected within Oak Barn Vets and forms part of a developing front of house team. You will work closely with the Client Care Manager and nursing team to deliver an outstanding and polished experience for clients and visitors. An important aspect of this role is to continuously maintain a positive and friendly attitude. 

Full Time position  | 40 hours per week to include the weekend rota | Salary £18-£19k dependent on experience

Main Purpose & Goals

  • To promote a good image of our practice through high personal appearance and in communication with members of the public and work colleagues 
  • Be efficient, pleasant, courteous, polite, concerned and helpful to all clients, under all conditions, at all times 
  • Continually monitor and pass on client feedback and action any suggestions to improve our service 
  • To implement and maintain our client service standard, policies and procedures to ensure optimum service is given at all times
  • To play an active role in developing our reception team to create a harmonious culture in line with our values and vision  

Key Responsibilities

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 continual presence within reception, engaging with clients and their pets 
  • Ensure all customer complaints are passed on swiftly, efficiently and to the appropriate person 
  • Maintain client confidentially at all times and ensuring conversations are professional particularly when clients are present 
  • Work alongside registered veterinary nurses to process client requests 

Administration 

  • Liaise with veterinary surgeons to ensure laboratory results are communicated to clients. The aim being, wherever possible, within 24 hours of receipt of results 
  • Oversee staff accounts monthly ensuring all staff adhere to practice policy, reporting any overdue accounts to Practice manager 
  • Monitor and pass on history requests and client movements to the Client Care Manager 
SPECIFICATION ESSENTIAL DESIRABLE
Experience    Experience in a client care environment 
Knowledge   Handling customer compliant and processing payments 
Qualifications 4 GCSE’s or above   
Skills & Abilities

 Excellent oral and written communication skills 

-Able to demonstrate keeping confidentiality 

– Have a flexible approach to work 

– Multi-tasking skills including ability to prioritise 

– Approachable with the ability to show empathy where required 

 
Other qualities 

 Able to work under pressure 

 A team player 

 

Health & safety

  • Be fully aware of all Health & Safety issues and read all information supplied  

Other (if applicable) 

  • Progression through BVRA (British Veterinary Receptionist Association) training is encouraged and would be fully funded for suitable candidates 
  • Membership of BVRA would also be supported  

You can read the full job description here.

How to apply

If you feel you are just the person we are looking for, please email your cover letter and CV to our Practice Manager rachel@oakbarnvets.com