Lead Client Care Assistant (Lead Receptionist)

We are currently seeking a Lead Client Care Assistant to join our fantastic team here at Palmerston Veterinary Group! 

This is a rare opportunity to lead in client care across four high-performing, well-established practices. Our teams pride themselves on delivering exceptional client care and consistently high clinical standards.

Your role and responsibilities

• Continually monitor and respond to client feedback, action any suggestions to improve our service
• Define, develop, implement, and communicate our client service standard to ensure optimum service is always given
• Demonstrate positive leadership to motivate and boost employee morale
• Build relationships with the clients, demonstrate empathy, and facilitate in delivering an excellent level of service at every touchpoint
• Be a presence within reception, led 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.

What we're looking for

• Must have leadership experience.
• A valid driving license is required. Must be flexible and able to cover shifts across all Cromwell branches.
• Strong administration and organisation skills
• Reception or Client Care experience
• Cash handling and till operation
• Previous experience of working in the veterinary industry or similar (desirable)
• IT skills – confident in the use of Word, Excel and Outlook as a minimum.

Rota and Work-Life Balance

• Fair and manageable rota with a mixture of early and late shifts (40 hours per week)

• Occasional work across all sites as required

• Shared Saturday rota (1 in 4)

Palmerston Veterinary Group is a well-established first-opinion small animal practice, located on the Essex/London border. With three four sites across Buckhurst Hill, Woodford Green, Walthamstow and Romford, we are proud to be RCVS-accredited.

We are committed to providing an environment where our team can thrive. We encourage and support professional development with well-funded CPD and career progression opportunities. Above all, we believe that providing the best care for our clients and their pets starts with ensuring our team has the tools, resources, and supportive environment they need to excel.

Work–life balance is very important to us, and our carefully structured rota is designed with this in mind.

We are a growing company with lots of potential for career progression, and opportunities for you to use and develop management skills.

Palmerston Veterinary Group is part of Linnaeus and Mars Veterinary Health, the largest family-owned veterinary company in the world. Being privately owned, we can truly be driven by our purpose, to create a better world, and think long-term as opposed to being focused solely on short-term profits.   

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to speak up, step up and deliver quality services. You’ll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best – care for pets.   

We are committed to fostering a culture that is inclusive and diverse, we care about you and want you to be authentic, with everything you need to perform at your best. We are all individual but two important things bring us together: a commitment to excellence and our passion to achieve our purpose.  

All applications with the relevant skills and qualifications will be carefully considered. If you need any support in completing your application or simply want to find out more about Palmerston Veterinary Group, Linnaeus or the role, please contact our Talent Acquisition team at careers@linnaeusgroup.co.uk. 

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