Client Services Administrator - 30 hours

Location: Remote

Contract: 12 week FTC

Hours: 30 hour per week - 6 hours per day

About the Role

We are recruiting for a Client Services Coordinator to join us on a 12 week contract, where you will be providing customer service to our Partners and their Clients in handling complaints and enquiries. Due to the nature of the role, you will be used to call handling, working with 3rd parties to resolve sensitive situations, as well as being empathetic and supportive.

Key Responsibilities but not limited to

• Handle incoming telephone calls, letters, and emails from practice clients.
• Acknowledge and log all communications and maintain the client services portal ensuring all complaints are raised with Practice Owners and responded to in a timely manner.
• Provide support to practices colleagues and collaborate with other departments within support office when required to ensure resolutions are possible and prompt.
• Assist with formulating professional and sympathetic responses to clients using colleague statements, clinical notes, laboratory results and financial statements to ensure they are factual and accurate.
• Support in providing weekly reports to Area Relationship Managers, Clinical Development Managers and Directors.
• Handle any escalated complaints liaising with the Veterinary Defence Society/Royal College of Veterinary Surgeons and support office Director as required.
• Support our Practice Owers and Practice Colleagues with any escalated RCVS complaints.
• Provide bereavement support to Practice Clients.

About You

• Customer/Client experience
• Administration Experience
• PC Literate
• Excellent written & verbal communication skills

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!