Partner Service Lead

5 months ago

Cheadle, United Kingdom Pets at Home Full time

Whilst we have been established for over 30 years, our evolution continues on our journey to be the best pet care business in the world. Combining new business leadership with new clinical leadership, our ambition to become a lead authority in petcare, both internally and externally is core to our brand.

Key to this are our veterinary teams who operate independently through our unique Joint Venture (JV) model. Our unique model enables our JV Partners to own their practices whilst benefitting from continued investment in practice facilities, clinical equipment and a clinical focus underpinned by evidenced-based medicine and continuous improvement.

Are you a dynamic and results-driven individual with a passion for elevating service standards? We're seeking a Partner Service Lead to collaborate with our Head Of Partner Service and drive excellence in our Vet business. You'll play a crucial role in ensuring our partner experience is top-notch, utilizing industry-standard KPIs and metrics to meet key performance targets.

**About the Role**

As a Partner Service Lead, you'll spearhead strategies to enhance customer satisfaction, optimise team productivity and streamline processes using technology-driven efficiencies. You'll handle Partner escalations, working closely with department heads to ensure swift resolution while maintaining service standards. Your role will encompass constructing and reporting on Service Delivery achievements and escalations, fostering a culture of continuous improvement.

We can offer hybrid working from our Support Office in Handforth (Cheshire).

Key Responsibilities will include:

- Fostering strong team engagement and communication
- Cultivating collaborative relationships across the business
- Developing and managing stakeholder relationships in a matrix-style setup
- Translating Partner needs into actionable strategies
- Compiling and presenting weekly service metrics and KPI reports
- Leading regular service calls with stakeholders
- Supporting Partners in aligning with our values and behaviors
- Driving alignment between behaviors and decisions
- Addressing concerns from surveys and implementing improvements
- Providing strong leadership and effective communication
- Leading and motivating teams in a matrix-style environment
- Collaborating across Support Office functions
- Leveraging industry best practices for service delivery
- Driving results and continuous improvement
- Solving problems creatively and strategically
- Contributing to strategic projects and business strategy

**About You**
- Six Sigma training is advantageous
- Familiarity with Service Management best practices
- Knowledge of Service Management toolsets
- Customer and colleague-centric mindset
- Effective listening, influencing, and questioning skills
- Strong coaching and empathetic communication
- Ability to challenge with a purpose
- Excellent time management and prioritization
- Confident and impactful communication
- Adaptability in a dynamic organization
- Experience with service management tools like Salesforce (desirable)
- Familiarity with RPA and AI chatbot tools (desirable)
- Experience with knowledge management systems (desirable)

**Why Join Us**
- Be a pivotal force in enhancing Partner service excellence
- Collaborate with a diverse and passionate team
- Drive meaningful change and continuous improvement
- Embrace cutting-edge technology and methodologies
- Contribute to shaping our strategic direction

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.

**About our purpose**

Far more than a retailer, Pets at Home Group is the UK’s leading pet care specialist, fulfilling every possible pet and owner need, from food and accessories to grooming and vet services. Since 1991, we’ve been building a business around pets and their owners and we’ve set our sights on becoming the best pet care business in the world. Join us now and you can be part of that journey, developing your future as we develop ours. This is a place where you can take pride and passion in your work within an inspiring, professional team that’s focused on supporting pets and their owners to live happier lives together.

We’re driven by the wellbeing of pets and we make sure we look after our people too. We depend on your commitment and innovation, and reward it with competitive pay and comprehensive benefits. Together we’ll create the future of pet care.

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