Client Care Assistant

Type – Full time, permanent   

Department - Reception / Client Care

Are you a people person with a passion for delivering an outstanding client experience? Do you enjoy a varied role where no two days are the same? Then this may be the role for you!

Salary up to £18,200 DOE

Hamilton Specialist Referrals (HSR) is a state-of-the-art, multidisciplinary specialist veterinary referral hospital. Equipped with all the latest diagnostic and surgical equipment, including onsite MRI & CT, our team of nurses work with industry leading recognised specialists. We are now seeking a Client Care Assistant to work alongside our existing dedicated and friendly reception team, who are integral to the effective liaison between our clients and clinical teams.  

As part of the reception Client Care Team, you will be the first point of contact for all our clients and referring vets, both on the telephone and face to face, as well as assisting with all types of administration duties. This is a very varied and exciting role, and we are looking for a proactive, enthusiastic and approachable person who is a great team player but is also able to self-motivate. Experience of a client facing role, excellent interpersonal skills and the ability to multi-task are a must.

This role covers 28 hours per week on average (3 weekdays plus 1 in 4 weekends) Monday to Friday on a rota basis, and includes a weekend rotation which is included in the remuneration.

General Responsibilities Include:

• Answering all incoming telephone calls in a prompt and friendly manner, dealing with queries from clients and referring vets
• Manning front desk, greeting clients upon arrival and monitor waiting times
• Ensuring clients are suitably updated while waiting and offered refreshments.
• Ensuring any messages taken are clear and concise and passed on to the relevant person in a timely manner. Following up on any such queries to ensure prompt response to clients
• Ensuring the consulting diary is effectively and appropriately organised
• Maintaining clear and accurate records at all times
• Monitoring incoming emails; replying to, filtering, and filing as appropriate
• Continuous training on system knowledge (EasyVet training)
• Keeping the reception and waiting room area clean and tidy during the working day
• Demonstrate flexibility and support in covering for other Client Care and Operational Support Team Members during holidays and other absences, including Weekends
• Assistance with getting Social Media content, such as patient photos and stories

Our Employees’ Matter

We recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive salary, you will benefit from:

Work-life balance

• 6.6 weeks annual leave
• Your birthday as a paid day off

Well-being

• Health Cash Plan
• Enhanced family-friendly policies, including maternity/paternity/adoption/shared parental and surrogacy pay
• Cycle to Work scheme
• Initiatives focused on employee wellbeing
• Non-accidental injury support

Development

• Learning and development opportunities via the IVC Learning Hub
• Regular in-house CPD events from our vets, nurses, and support teams

Additional

• Pawsome Benefits – reward gateway giving discounts and cashback with 100’s of retailers
• Pension – 5% Employee/3% Employer
• Discounted staff pet care

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

If this sounds like the place for you, please apply by emailing your CV and a covering letter to careers@hamiltonspecialists.vet