Download person specification

PERSON SPECIFICATION
This form lists the essential and desirable requirements needed in order to do the job.
Applicants will be shortlisted solely on the extent to which they meet these requirements.
Job Title: Veterinary Receptionist
Job ref no: CSS-0142-13
Grade: 3
Department: Clinical Services DivisionBeaumont Sainsbury Animal Hospital
Accountable to: Customer Service & Reception Manager
Accountable to: N/A
Competency
Essential
Knowledge &
Experience
Experience of working in a busy
reception in a medical or
veterinary environment: booking
appointments, taking messages,
keeping waiting clients informed,
cash handling and accurate
financial transaction recording
Communication
Service Delivery
Evidence
Assessment
*A and/or I
A/I
Desirable
SQP-C qualification or
willingness to undertake and
gain accreditation
Assessment
*A and/or I
A/I
Knowledge of pet preventative
health medications and
recommendations
A/I
Experience of a multiline
telephone system
A/I
Customer Care/phone skills
training
A/I
Computer literate. With
knowledge of windows-based
systems, including Microsoft
Word and Excel
I
Pet/human bereavement course
and Pet nutrition course
A
I
A high standard of spoken and
written English with the ability to
communicate effectively with all
contacts to a business receptionstaff or clients: verbally or in
writing, excellent presentation
and a friendly, positive attitude
Experience of updating a
computer client database and
maintaining paper filing systems
A/I
Experience of confidential waste
issues, Data Protection in the
workplace and Veterinary or
medical terminology
Dealing with the public across a
wide range of financial and
educational circumstances.
Building a client base through
excellent customer service
A
*A = Application Form
I = Interview
A/I
I
with accuracy
Teamwork and
Motivation
Initiative and
Problem Solving
Skills and
Knowledge
Behavioural
Skills
Strong time management and
attention to detail whilst working
to deadlines in a multi task
environment
A/I
Understanding and experience of
providing a friendly and
welcoming front of house
environment. Delivering excellent
customer service
The ability to work across teams
and constructively with
management and clinical staff
Experience of practical problem
solving in the work place
A/I
Dealing with difficult customer
situations/handling complaints
with positive results
Ability and willingness to
undertake courses relating to
basic preventative healthcare for
pets and customer service
A/I
Experience managing aged debt
and recovery processes
Reliable, adaptable and
professional attitude when
dealing with repetitive tasks
A/I
Ability to use tact and discretion
when working with sensitive,
personal or financial issues
A/I
Ability to handle pressurised
situations, show initiative and
respond positively to change
A/I
*A = Application Form
I = Interview
A
I
I
I
Knowledge and experience of
completing pet insurance claims
A/I