About Us:
At our practice, we’re committed to delivering an exceptional standard of care not only for our patients but also for their families and our community. We understand that pets are family, and every interaction is an opportunity to build trust, offer comfort, and strengthen relationships. As part of our mission to elevate client satisfaction and enrich the lives of pets and their people, we’re seeking a dedicated Client Experience Lead to oversee and enhance the client journey within our hospital.

About the Role:
The Client Experience Lead owns the client experience within the practice, ensuring consistent and exceptional service at every touchpoint. This leadership role involves supervising the reception team, fostering positive client interactions, and collaborating closely with the Hospital Manager and medical team to deliver a cohesive and seamless experience.

Key Responsibilities:

✅ Supervise & Support the Reception Team:

• Oversee the daily operations of the front desk team.

• Ensure team members deliver exceptional client service and maintain a positive, professional attitude.

• Uphold established protocols for phone, email, and in-person interactions.

✅ Scheduling Standards:

• Enforce and monitor scheduling protocols for accurate, timely appointment bookings.

• Prioritize urgent cases and manage appointment flows to reduce wait times.

✅ Record Documentation:

• Regularly audit client records to ensure complete, thorough documentation.

• Verify that all communication attempts and follow-ups are properly recorded to maintain seamless care.

✅ Client Welcome & Follow-Up:

• Ensure every client is greeted promptly, warmly, and personally (including addressing their pet by name).

• Maintain a clean, welcoming environment in the reception and waiting areas.

✅ Escalated Client Concerns:

• Handle client complaints and concerns with empathy, patience, and professionalism.

• Resolve issues promptly to maintain positive client relationships.

✅ Team Development:

• Conduct regular performance evaluations for the front desk team.

• Provide constructive feedback, set development goals, and ensure adherence to standards.

✅ Collaboration:

• Partner with the Hospital Manager (HM) and medical team to coordinate front desk and medical protocols.

• Contribute to operational improvements and participate in team meetings focused on optimizing performance.

What We’re Looking For:

• Proven experience in client service roles, preferably in a veterinary or healthcare setting.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Ability to remain calm and professional in challenging situations.

• Passion for delivering an outstanding client experience.

Why Join Us?
We’re a collaborative, supportive team dedicated to providing the best possible care for our patients and their people. As the Client Experience Lead, you’ll have the opportunity to shape our client service culture, make a direct impact on client satisfaction, and grow your career in a meaningful and rewarding environment.

If you’re passionate about client care and want to lead a team that makes a difference every day, we’d love to hear from you!

To apply, please submit your resume and a brief cover letter highlighting your relevant experience and why you’re excited about this role.