Head of Partner Service

2 weeks ago

Wiltshire, United Kingdom Vets4Pets Full time

**Location: Hybrid - Handforth Support Office & Remote**

**About the role**

The Head of Partner Service provides strategic leadership and management to the delivery team, ensuring that a high quality and effective service is delivered. This role leads the Partner comms team who will champion a first-class support and resolution service for our Joint Venture Partners (JVPs). Your remit will include maximising the availability and responsiveness of all internal services alongside quality improvement of clearly defined SLAs.

You will be responsible for ensuring that service offering meets the needs of our Partners and that we are providing a high quality, measurable service. Working alongside our Consumer, Operations, Clinical and Partnership teams and through assessing feedback, the role will proactively identify Partner requirements to enable service improvements. This is a role that will operate in a fast-moving environment working cross functionally to support the different business functions.

The Partner Service team will also be responsible for the central planning function, with responsibility for the Partner activation plan, vet business specific communications channel and managing the Partner community events calendar. All working side by side with the Joint Venture Council, Operations & partnership team, and other key business stakeholders.

**About your experience**

With extensive leadership experience within a service led environment (ideally B2B), we are looking for somebody who is confident in driving change in a collaborative and engaging way. Service based orientation and delivery is vital to be successful in this role.
- Considerable proven experience of engaging with internal and external stakeholders.
- Ability to produce on-time quality deliverables in a deadline-driven environment while balancing multiple priorities.
- Developing strong partnerships with both internal stakeholders and our partners
- In depth experience of service quality improvement
- An understanding of service delivery platforms & relevant CRM technology.
- Proactive problem identification and resolution
- Strong people skills including relationship building and maintaining, teamwork and communication.
- Structured and disciplined approach to planning and prioritisation, including resource planning.

Our diversity and inclusion vision is that everyone is welcome and feels part of our group. If you think you’re a good match to what we are looking for, and you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances.

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