Client Services Team Leader

We have an exciting opportunity for a personable and effective Client Services Team Leader to work in our Client Services function of the Queen's Veterinary School Hospital. This position is full-time and operates on a rota system to cover the hospital reception's opening hours, which are currently Monday to Friday, 8:00am to 7:00pm. There may also be a requirement to participate in a weekend working, for which additional remuneration will be made in line with the University Policy.

The Client Service Team Leader is responsible for delivering first-class customer service to our clients. This role involves supporting clients during sensitive discussions following clinician consultations regarding patient diagnoses, treatment decisions (including non-treatment), and account payments. In addition to performing all duties of a Client Services Administrator, the Team Leader will take on additional responsibilities, including supervising and training administrators on processes and ensuring adequate resource allocation to support the clinical caseload within the Veterinary Hospital.

As a key escalation point for Client Service Administrators, the role holder will provide guidance and support, ensuring client concerns are managed with professionalism, empathy, and efficiency.

A positive, "can-do" attitude and excellent communication skills are essential, along with the ability to work effectively with staff at all levels of the organisation. You should have experience in a busy administrative role, strong customer care skills, and a professional telephone manner. Accuracy, numeracy, and attention to detail are key, as well as confidence in using Microsoft software packages. Experience in supervising a team is desirable.

Benefits

• Generous paid annual leave including bank holidays
• Defined benefit pension scheme
• Enhanced family friendly policies
• Access to a dedicated Personal and Professional Development team
• Wellness programme including Occupational Health team and Staff counselling
• Staff discount scheme including shopping vouchers
• Cycle to work scheme
• Travel to work loans
• Eye care voucher scheme
• Discounted gym membership

For informal enquiries please contact the Clinical HR Team, by email on: qvsh.hr@vet.cam.ac.uk. Please quote reference PP45232 on your application and in any correspondence about this vacancy.

Applications will be monitored regularly, and we may contact candidates prior to the closing date. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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