Job Description

Langford Vets is located in the beautiful Somerset countryside, whilst being close to the vibrant city of Bristol. As a subsidiary company of the University of Bristol, we are a commercial veterinary business operating across all animal species and disciplines, whilst also teaching the future generations of vets and nurses.

We are a dynamic and innovative veterinary company committed to excellence in every aspect of our business. We pride ourselves on being a positive and inclusive place to work. Our success is driven by our talented and dedicated team of professionals who work together to achieve our goals.

The Team and Culture

This fast-paced and rewarding role provides plenty of opportunities for learning, developing and working with a passionate and driven team of professionals.

As a Client Service Administrator you will work as part of the Small Animal Referral Hospital reception team. The team currently consists of 18 employees from client service administrators through to the client service lead and works closely with clinicians, nurses and clinical support staff.

Amy is a current member of the team and has shared this ----- with us:
I am proud to work here at Langford with such an amazing close team, every day you are faced with new and exciting challenges. We are lucky to work in such a lovely setting, with the grounds we have where you can switch off on a lunchtime. There are also many additional benefits to the job which you get when working here, e.g. mental health champions, discounts, good maternity allowance, BUPA and many more.’

You can also see a great article from one of our senior client care advisors, India, to get more insight into what the role involves here: Front and Centre: India McKeown Talks Vital Client Care Skills - Veterinary Woman"

Our culture is to provide a friendly, supportive and collaborative environment within which individuals feel heard and can fulfil their potential through career long learning.

A typical day

The great thing about a career as a Client Service Administrator is that no two days will be the same.
Some of your day-to-day tasks could include:
- Answering the telephone
- Managing the online referral process
- Meeting and greeting clients and patients
- Taking payments
- Sending welcome packs
At the end of the day, providing exceptional care for someone’s beloved pet brings with it a huge feeling of job satisfaction and achievement.

About you

General

· Passionate about delivering fantastic customer service

· Self-motivated

· Team player

· Excellent organisation and communication skills

· Able to deal with stressful and at times upsetting situations

Role specific

· Previous experience working as a receptionist or administrator, preferably within the veterinary field

Benefits and wellbeing

Our people are at the heart of what we do and as your employer we want to ensure we offer flexibility, support and staff development, where possible, through:

Time off- 5 weeks holiday per year (plus bank holidays)
- Additional holiday entitlement for Long Service

Wellbeing- On site Mental Health Champions
- EDI committee
- Employee Forum – to ensure all employees voices can be heard
- Menopause Café
- Wellbeing talks and events
- Cycle to work scheme
- Family friendly policies, including enhanced maternity and paternity pay (after 2 years’ service)

Health- BUPA Cashplan membership
- Free annual flu vaccination
- Free Specsavers eye test voucher

General
- Free onsite parking
- U2 bus service link to Bristol
- Annual CPD allowance
- Employee discount
- Generous pension scheme – we match up to 8% pension contributions
- Reimbursement of one professional membership fee per year

Responsibilities
Person Specification

Responsibilities

Job purpose

Job Description

Reports to: Client Services Lead

Principal Accountabilities:

Front of house reception work

To meet and greet clients, visitors, students, delivery drivers etc who come to the Small Animal referral hospital.
To ensure that the reception and waiting room area is maintained in a clean and tidy state, that all magazines are current, the video monitor is on for viewing and that the coffee machine is adequately stocked and cleaned out daily.
To book in appointments as requested including revisits.
To take payments and assist clients with insurance form completions.
To liaise clearly and appropriately with clinicians regarding their clients or visitors.
To ensure that the appointment diary is kept up to date.
To ensure that all client information is correct.
To deal with any problems that arise for all visitors into the reception area.
To be responsible for the daily cash reconciliation, and secure safekeeping of all monies

Telephone answering.

To receive calls in a pleasant and friendly manner, to deal with each request or redirect where appropriate.
To take advice calls and forward to the relevant clinician or to take a message and ensure that the request is actioned.
To take requests for appointments and book as necessary ensuring that each client then receives a welcome pack and that referring veterinary surgeons are informed of the appointment time.
To contact referring veterinary surgeons and clients as requested.
To handle a wide range of queries and action as appropriate.

Administrative tasks.

To manage the booking system and ensure all referrals are checked by a clinician and booked in the appropriate slot.
To manage and maintain the x-ray referral service ensuring that requests are dealt with appropriately and to send out reports within 24 hrs.
To type up all referral letters, discharge sheets etc as appropriate ensuring that spelling and grammar are correct.
To monitor the e fax and deal with requests as appropriate.
To scan documents onto RX works. (Hospital computer system)
To maintain the equipment within the area (photocopier, fax machine, printer and scanners)
To order stationery and other relevant items as requested.
To ensure the website for the SAH and other Langford services is current and holds the correct information.
To liaise with clients about returning ashes of deceased pets.
To maintain hospital filing system ensuring paper records are correctly filed and can then be located quickly and easily by staff, as needed.
Proactively identify and act upon opportunities for business improvement. Openly identify and discuss problems in order to implement and sustain improvements that increase the value we deliver to our, clients, employees, and students.
Responsible for keeping themselves and others safe, reporting accidents, near misses and hazards and adhering to health and safety requirements and policies as required by the business/their line manager.

Person Specification

The skills, abilities, experience and knowledge outlined below provide a summary of what is required to carry out this job effectively.

Essential	Desirable
Organisational Skills	3 years' Customer Service
Good Numerical and Literacy Skills	Veterinary Experience
Microsoft Suite Skills