Job Description

This is a great opportunity for someone who wants to be part of a growing organization who can provide a high standard of customer service and clinical care. You will need to be a highly motivated individual, be able to work in a fast-paced environment and be able to promote animal welfare. It is important that you have strong communication skills with a passion for providing the best customer care experience which reflects Donaldson's excellent reputation.
We encourage learning and development and you will have opportunities to attend training both in-house & externally via the Reception Association. You will be expected to take ownership for your personal learning and be committed to contribute to improving our standards.
If you have proven experience in a similar role and or simply have the drive, enthusiasm and ambition to be a part of a forward-thinking company, this is the job for you.
Main duties will include

• Prompt and efficient answering of calls 
• Initial greeting of clients on arrival
• Arrange appointments, register clients and pets, print invoices, process and record payments. Using the practice management system
• Liaise with clients following their appointment, re-book any follow up appointments and ensure payments of invoices before leaving the surgery
• Ensure the smooth running of appointments and admissions for vets and nurses
• Monitor client flow from check in to discharge
• Assess the urgency of a pet's condition when booking emergency appointments -with guidance
• Give advice to pet owners on nurse/vet clinics, cost of treatments, insurance and payments
• Take excess payments for insured clients and ensure that claim forms are fully completed before the client leaves the practice
• To ethically promote the (VIP) pet health care plan and pet insurance to clients
• Answer basic questions from clients on practice policy, e.g., neutering, vaccinations and pre - op advice
• Develop preventative health care knowledge to be able to provide advice to clients in line with practice protocols on topics such as flea and worm treatment, vaccination and diet
• To be familiar GDPR (general data protection regulations)
• Resolve or assist accordingly with any complaints or queries received
• General clerical duties including filing, photocopying, emailing and scanning

Required Knowledge, Skills, and Abilities

• Proven experience in a similar role is ideal but not essential
• Experience working with computer management systems
• Attention to detail and good communication skills are essential to this role
• Ability to successfully handle difficult customers
• Patience and ability to remain calm in stressful situations
• Sound, interpersonal approach
• The company operates within a dynamic and fast paced environment; to thrive in this role you will need to be friendly, approachable, flexible, highly motivated and have excellent communication skills
• You will be someone that is committed to learning new skills
• A 'can do' attitude with a team working ethic for timely completion of tasks