We’re the world’s largest employee-owned vet group – and proud of it!

We do things differently, and we do them well.

Our reputation in Kent and beyond is something we’re really proud of. We take fantastic care of our patients and clients.

And we do that by prioritising our team and ensuring they have everything they need to be the best. Our seven practices are equipped to the highest standards, including our hospital in Sevenoaks, from which we run our own emergency and out of hours service.

But more than that, we empower our team to take ownership of their careers and the service they deliver. We’re the world’s largest employee-owned vet group. This means every member of our team holds a stake in the business and is committed to ensuring our practice is beyond the ordinary.

We are looking for a new Client Care Team Leader for our Maidstone Group. This ideal candidate is a driven and passionate professional with a proven track record of delivering the highest client service and satisfaction standards. Your excellent listening and communication skills will enable you to build strong relationships with your team members and the public. You will be a client-focused problem solver with the ability to adapt to changing situations and mentor others to maintain the highest level of care for all animals and clients.

In this role, you will be a team leader responsible for managing and motivating your colleagues through guidance, direction, and coaching to achieve continuous improvement.

You will be supportive and approachable, creating a positive, inclusive work environment that encourages collaboration and teamwork. Your role will also involve providing training and development opportunities to your team members to ensure they have the necessary skills and knowledge to excel.

As a Client Care Team Leader, you ideally need to understand the veterinary industry well, including the products and services and operational protocols and procedures. You will also have exceptional critical thinking skills, allowing you to address and resolve any client or team member issues that may arise. Your strong leadership skills, attention to detail, and ability to manage multiple priorities will be critical to the success of the client care team and the wider business.

Key Responsibilities:

• Managing a team across various local locations, being proactive and organised in your approach.
• Developing and maintaining an in-depth understanding of our products and services to assist with client queries while acting within operational protocols and procedures.
• Providing empathetic support to clients’ needs, offering physical and emotional assistance in often sensitive situations.
• Training and guiding the team on following up with payments, debt control, and complaints.
• Ensuring that reception areas are always kept to a high standard of cleanliness and presentation. Ensuring that the team understands the importance of infection control.
• Using the in-house data system facilities and the appointment system (Practice Management System).
• Answering phones and replying to clients via emails, PetsApp, or other forms of communication while following practice protocols and values.
• Following practice protocols for insurance queries, pet health club and animal health certificates, and knowing how to advise clients of the processes and answer any queries.
• Sending and receiving orders, organising stock, and preparing medication for clients.
• A basic knowledge of handling animals and assisting the vet during consultations and euthanasia when needed
• Ensuring the team follows practice protocols and values when dealing with clients face to face, on the phone or when using other forms of communication/systems. Ensuring best practices about PHC, ACH, and insurance claims protocols.
• Assisting with practice marketing initiatives, open days, and other promotional events.
• Actively promoting the practice’s ethos in recommending preventive animal healthcare and pet insurance.
• Evaluating monthly KPIs and performance statistics. Attending management meetings when required.
• Creating and managing a staff rota, managing holidays and sicknesses.
• Have regular meetings with your team in groups or one-to-one. Conducting regular performance development reviews.
• Promoting the ethos of the practice in recommending preventive animal healthcare.
• Occasionally working on Saturdays when required.

If this sounds like the role for you, please send your CV and cover letter to: katie.dyer@pennardvets.com

As a BAME and LGBTQ+ inclusive employer, we would be pleased to hear from candidates from all minority and diverse groups.

It’s your career- OWN IT!