Clinic Lead

**Description**:
**Purpose**:
The Clinic lead holds extra responsibility above that of a V-Care Customer Care Consultant for a select few clinics.

**Responsibilities**:

- Take lead responsibility for up to 6 clinics.
- Ensure any manually diverted phones are switched on/off at appropriate times
- Test calls are coming through to us when coverage starts.
- Complete the daily check in at the beginning and end of a coverage block.
- Ensure SharePoint is updated, and if not, is placed in the Sharepoint updates section on teams.
- Answering teams’ questions in relevenat clinic chats.
- Conducting QAs for V-Care staff in relevant team.
- Manage in/out calls diverted from designated clinics.
- Navigate Multiple PMS Systems to book appointments + procedures
- Navigate Maxcontact software to place + receive calls
- Utilize browsers + other IT software to access PMS
- Complete designated mystery shopping calls (refer to Mystery Shopper JD).
- Work in a team to provide seamless service for our client’s customers.
- Develop a close team relationship with staff in clinic.
- Achieve SMILES criteria during calls (quality customer service standards).
- Guide new staff on processes when needed.
- Attending regular training/coaching with senior staff to maintain skill level.
- Follow correct SOPs for each clinic - utilizing the SharePoint

If you are a team player with a proven ability to develop rapport with clients.and are passionate about people, customer service and animals we would love to hear from you

**Role Type**:

- Remote - Permanent - Full-time - Mid-Senior Level

**Company Overview**:

- Vet CX specialises in customer experience for Veterinary businesses. We provide benchmarking services, consumer insights, and tailored training packages to help practice owners/managers make small changes and grow sustainable businesses.