Client Experience Manager

Your career means more than a rota and a job title, that’s why we offer:

Responsibilities

• Take ownership of the client journey, ensuring clients receive an excellent experience from their first interaction with the practice and throughout their ongoing relationship with us.
• Champion exceptional customer service and create a welcoming, friendly and professional environment.
• Identify opportunities to continually improve the client experience and implement changes where appropriate.
• Ensure reception and client-facing areas are consistently clean, organised and well presented.
• Monitor client feedback and use insights to improve service standards.
• Resolve minor client concerns and complaints promptly, professionally and empathetically, escalating more complex matters when appropriate.
• Team Leadership & Development
• Lead, support and motivate the client care team, creating a positive and high-performing environment.
• Set clear expectations and standards for client care and reception.
• Coach and train colleagues in delivering consistently high levels of customer service.
• Support the induction and development of new client care colleagues.
• Encourage the wider practice team to recognise the role everyone plays in delivering an outstanding client experience.
• Ensure prospective and new clients receive a welcoming and engaging introduction to the practice.
• Take ownership of increasing awareness and uptake of the practice care plan, ensuring the team can confidently explain its benefits to clients.
• Oversee the day-to-day running of reception and ensure appropriate standards are consistently maintained.
• Support effective diary management and appointment booking to provide clients with a smooth and convenient experience.
• Oversee the practice’s client debt management processes.
• Ensure outstanding balances are followed up promptly, consistently and sensitively.
• Health Cash Plan from day one
• 24/7 counselling and wellbeing support
• Life Assurance 3 x salary
• 5 weeks’ annual leave plus Bank Holidays, rising with length of service
• Extra ‘Day for You’, a paid day off just for you
• Cycle to Work
• Season Ticket loans
• Discounts on Medivet products and services