Client Relations Coordinator; Part-Time

Here at Oakfield Veterinary Surgery, we are looking for an experienced Client Relations Coordinator to join our team. In this role you will be supporting our Clinical Director and Practice Manager in the development and growth of the business, playing a key role in ensuring an exceptional client experience across all sites within the group. The role combines client service excellence with administration coordination and proactive relationship management to uphold the group’s reputation for compassionate, professional care.

Client

Experience:

To work with the Practice Manager to ensure a high level of customer care and experience across all sites

Follow-up with clients' post-visit to ensure satisfaction and continuality of care

To ensure adequate reception specific training is provided to enable the receptionists to be the best they can be, making sure we all contribute and continue to offer a high level of customer care across the group

PHC Champion for the Group; responsible person to drive and organise the Pet Health Plans across the sites.

To promote IVC Insurance and Future Appointment Booking (FAB) within the Practices

To serve as first point of contact for all customer service queries relating to PHC and IVC Insurance

To deal or assist with client email enquiries as required across the sites

Front Of House:

To ensure consistent application of client service standards across the group's practices including the monitoring and ordering of client literature; appointment cards, leaflets, posters, welcome packs, puppy & kitten packs and so on.

To ensure reception and client waiting areas are always presentable, organised and welcoming with relevant displays and promotional materials which are aligned with the group’s branding and seasonal campaigns

To work with the clinical teams to ensure smooth client flow and an efficient, calm front of house environment

To promote Purina food sales across the sites

To report any maintenance or facility issues affecting the client areas in Practice to the Practice Manager

To help drive in-house promotions and staff incentives

Coordination and Administration:

Assist the Practice Manager with diary set-up and PSS Inspections and certification across all sites

Office and literature monitoring and restocking across the sites as necessary

Petty cash consolidation and management for all sites- whilst still necessary

To monitor client accounts and charity accounts across the sites, liaising with the charities to ensure good communication and relationships and active management of debts using the BACs Matching App

To keep good relationships with our OOH providers

Assisting the Practice Manager organising client refunds and account credits, and amending payment errors

To complete a monthly tamper check on credit card devices across all sites

To provide CD/PM with financial management support as required

To co-ordinate all client complaints in accordance with the Practice Complaints’ Policy and procedure

To support internal communication across the Practice sites to ensure seamless customer service

Prepare client documentation to support the customer experience and to ensure complete cost transparency and high level of care i.e. written estimates, inpatient updates, pricing updates

Marketing Support:

Assist the Practice Manager with client communications such as newsletters, seasonal updates and the Practice website

Support initiatives to enhance client retention, loyalty and engagement i.e. client education evenings, charity events, and seasonal promotion campaigns

Plan with the CD and PM local marketing and client engagement campaigns to help grow the Practice such as client educational evenings, PHC events, open days, career days, discounts/incentives

To actively support Practice growth, client engagement and experience through social media

To co-ordinate design and production of Practice literature inhouse or using Press Plus Ltd

We are wanting someone who is able to set an example of professional conduct and who can support our CD and PM with the aim of driving the business forward. We want someone who has a good knowledge…