If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.
Your role of client care team lead is to ensure the daily running of the team in the business. A client care team lead will lead by example to promote positive, open communication across all teams and go above and beyond for our clients.
The role of a client care team lead will require communication with clients, colleagues, the wider team and other businesses by telephone, face to face and email. Confident and competent across all. This is a fullt-ime permanent role working 40 hours a week.
Main purpose & goals
- Ensure the Client Care team are delivering an exceptional service to each and every client, alongside a seamless client journey focus. Lead by example in role modelling exemplary customer service, coaching an empowered team to effectively resolve any customer complaints.
- Liaise with leaders across all teams to ensure we are maximising resource and occupancy levels so as to aid efficient patient flow throughout the hospital.
- Ensure clients are receiving regular contact regarding their accounts, liaising actively with clinical teams to ensure the client is well informed at every stage of the client journey.
- Effectively plan team coverage to ensure that we provide service excellence to both our referring vets and our clients.
- Working closely with the BRM, Marketing Manager to effectively understand customer needs and enhance the overall customer experience.
- Review all processes regularly to ensure we are working efficiently and effectively, implementing any Company initiatives to the agreed timescales.
Key Responsibilities
- Bring the company values, leadership behaviours, and The Five Principles to life through effective role modelling, collaboration, challenge, talent development, and associate engagement.
- Effectively lead change across the teams by ensuring a consultative approach with associates and ensuring that the reasons for change are effectively understood, owned, and implemented.
- Ensure all client care team members clearly understand what is expected in line with the OKR (Objectives and Key Results) framework, and they are always appropriately supported, encouraged, and challenged to deliver successfully in their role.
- Champion a culture of self-reflection, identifying opportunities to learn and develop in role in order to exceed agreed performance objectives.
- Direct, coach and support associates through regular quality interactions, delegating accountability through a devolved leadership culture of ownership, engagement, and empowerment.
- Effective communication can create a high-performance culture by demonstrating awareness of different communication styles and behaviours and responding to them.
- Effectively manage any performance development opportunities in line with Company policy.
Benefits
- 5 weeks holiday + bank holidays + Birthday Leave
- Career progression opportunities
- Staff discount schemes
- Life Assurance
- Enhanced equal family leave
- E-car salary sacrifice scheme
- Employer contribution pension scheme
- Wellness program including:
- Employee assistance program
- Eyecare voucher scheme
- Free annual Flu jab
- Cycle to work scheme
- Recruitment referral reward scheme.
About Us
Peak Vets is a single site, RCVS Veterinary Hospital located in the borough of Woodseats within the vibrant city of Sheffield (labelled the ‘Northern Capital of Cool’ by The Times). Peak pride themselves on providing high quality, accessible healthcare for their client’s pets. The practice has a very low turnover of associates; they love their work and like to have fun together within and outside of the practice. The practice has 4 spacious consulting rooms, 2 operating theatres, separate cat, dog and isolation wards and separate imaging and dental rooms, and is well equipped with the usual in-house diagnostic and surgical kit you would expect from an RCVS Hospital practice.
Peak Vets 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 Peak Vetse, Linnaeus or the role please contact our Talent Acquisition team at
[email protected]
