Client Care Advisor - Maidstone

Pennard Vets are seeking a Client Care Advisor for our Maidstone Group which includes our sites at Langley Park and Allington. This is a permanent 40 hour per week role, however for the right candidate we would consider part time.

At Pennard Vets, every member of our team is an employee owner of the practice, committed to ensuring our service goes beyond the ordinary. Were creating an environment that looks after the people that look after the pets. Were 125 years old, and by operating in this way, well continue to grow for the next 125 years, and beyond.

Overview:

You will ensure clients receive exceptional service and support as a Client Care Advisor. You will serve as clients first point of contact, providing information about services and products, scheduling appointments, and addressing their concerns and questions. You will work closely with clinical staff to ensure clients receive the care and attention they deserve.

You must have a caring and friendly demeanour, with a passion for providing high-quality client care. You must be able to communicate effectively with clients and colleagues, showing compassion and empathy in all interactions. As a Client Care Advisor, you will often deal with emotional situations, so remaining calm and composed under pressure is essential.

You should be able to multitask and work with different computer systems to provide clients with the best possible service. You will need to be analytical and able to identify and resolve issues quickly and efficiently.

You must be comfortable with handling and holding animals as this may be requested of you by one of the clinical staff.

Overall, your role as a Client Care Advisor is critical to the success of the veterinary practice. You will build relationships with clients and ensure they receive the highest service and care.

Key Responsibilities:

Building a good understanding of the company's products and services to assist with client queries while acting within operational protocols and procedures.

Speaking with clarity and confidence to clients, whether face-to-face or over the phone, and dealing with queries or complaints.

Offering empathy to client needs and providing physical and emotional assistance to clients in often sensitive situations.

Ensuring that the reception and consultation areas are always kept to a high standard of cleanliness and are presentable while also understanding infection control.

Taking payments from clients for veterinary services and following up on any outstanding debts.

Using the in-house data system facilities and the appointment system (Practice Management System).

Answering phones and replying to clients via emails, PetsApp, or other forms of communication while following practice protocols and values.

Following practice protocols for insurance queries, pet health club and animal health certificates, and knowing how to advise clients of the processes and answer any queries.

Sending and receiving orders, organising stock, and preparing medication for clients.

Assisting with the practice marketing initiatives and open days where appropriate.

Having a basic knowledge of handling animals and assisting the vet when needed during consultationsand euthanasia.

Communicating daily with other team members such as nurses, vets, and other branches.

Promoting the ethos of the practice in recommending preventative animal healthcare.

Perform Saturday morning duties on a rota basis.

Attending learning and development meetings in practice, virtually, and attending courses when needed.

Requirements:

• Experience in a customer service or client care role, preferably in a healthcare or veterinary setting.
• Must be comfortable and enjoy handling animals as on occasions you will be asked to assist the clinical team with such duties.
• Strong communication skills, both verbal and written.
• Excellent listening skills and ability to empathise with clients.
• Good organisational and multitasking skills.
• Ability to work well under pressure and in a fast-paced environment.
• Familiarity with basic computer systems and software, such as Microsoft Office and practice management software.
• Ability to handle cash and process payments accurately.
• Knowledge of basic animal care and handling.
• Ability to work flexible hours, including occasional weekends and evenings.
• Ability to maintain confidentiality and sensitivity when dealing with clients and their pets.

Personal Qualities:

Excellent communication and interpersonal skills.

• Ability to remain calm and professional in stressful situations.
• Strong customer service skills.
• Good listening skills.
• Positive attitude and friendly demeanour.
• Ability to work in a team environment.
• Attention to detail and accuracy.
• High level of organisation and time management skills
• Ability to handle confidential information with discretion.
• Flexibility and adaptability to changing situations and priorities.
• Professional appearance and conduct.
• Commitment to providing high-quality care for animals and their owners.
• Ability to follow established protocols and procedures.

Knowledge and Skills:

• Excellent communication skills, both verbal and written
• Active listening skills
• Ability to communicate clearly and confidently with clients, in person and over the phone.
• Strong customer service skills.
• Ability to work effectively in a team environment.
• Organisational and time management skills.
• Computer literacy, including proficiency in using appointment scheduling and record-keeping software.
• Ability to handle sensitive and emotional situations with empathy and compassion.
• Attention to detail and accuracy in record-keeping and data entry.
• Ability to prioritise tasks and manage time effectively.
• Knowledge of health and safety regulations, including infection control.
• Ability to work independently while following established protocols and procedures.
• Ability to handle cash transactions accurately and securely.
• Ability to handle animals and assist veterinarians as needed.

We are passionate about giving the right care, in the right way and at the right time and in a sustainable way. We believe every pet deserves care that goes beyond the ordinary.

Our mission at Pennard Vets is to combine intuition and intelligent innovation to deliver the very best care available anywhere. The care we deliver is proactive, personalised and powered by innovation. We do this by embracing four core values:

Client and Team Focus - we invest our energy and experience in a way that is right for them.

Compassion we are sensitive to the wants and needs of the client, their pet and each other.

Continuous Improvement we never stop exploring new and better ways to care for clients and their pets. We have an on-going willingness to learn new ideas and skills, which means we continue to innovate.

Clarity we keep it simple. We speak clearly and honestly to each other and our clients.