Complaints and Customer Experience Assistant

2 weeks ago

Solihull, United Kingdom LINNAEUS VETERINARY LIMITED Full time

**Location**:
First Floor, Friars Gate, 1011 Stratford Rd, Shirley, Solihull

Hours:
Full time

**Overview**

Do you have a passion for animals, experience in delivering great client experience and an ability to find solutions to problems? An exciting opportunity has arisen in the Linnaeus Group for a Complaints and Customer Experience Assistant. Location will be a mix of working from home, visiting practices and from the Linnaeus Support Office in Solihull.

Working for one of the UK’s leading and rapidly growing veterinary groups, your role will interact directly with clients when they raise issues or complaints and support continuous improvement of our client experience and complaint management skills, systems, and processes.

**Main purpose & goals**

Creating a brilliant and memorable experience for our pet owners and referring vets is what we’re all about, and we are continually looking to enhance the service we deliver to our clients and the support we provide for our associates. This role will support the continual improvement of our client experience and complaints management through developments across the client and associate journey

**Key responsibilities**

The role will work directly with the Customer Experience Manager, will interact regularly with clients and associates, and will align closely with internal and external stakeholders to drive continuous improvement in client experience, including complaint handling.

While always maintaining a positive, empathetic, and professional attitude your role will include:
- Taking accountability for complaints received through central channels and those requiring escalation. Conducting investigations, working to tight timescales, managing client communications (both verbal and written), keeping key stakeholders informed on progress and escalating where required, exceeding client expectations.
- Supporting Associates with advice and guidance to allow them to effectively respond to complaints.
- Implement best practice complaint handing across business units through the review and improvement of existing processes that capture and respond to complaints and developing upskilling programmes to improve skills in complaint handing.
- Providing reporting and insight from complaints and feedback to the marketing team, business units and key stakeholder groups.
- Management and improvement of complaints handling and identification and improvement in areas where service to clients could be enhanced and efficiencies can be gained.
- Working with partners and suppliers to manage the day to day operations of the feedback process, ensuring optimal performance of systems and processes which underpin our customer experience.
- Working with stakeholders across the business units to utilise client feedback in identifying opportunities to drive improvement and share best practices.
- Working with the business units to capture, drive and monitor progress of the improvement opportunities.
- Formalisation of a communications process to highlight, share and maximise positive feedback to keep the voice of the client at the centre of everyone’s thinking.
- Working closely with the marketing team to utilise client insight and client consented testimonials to deliver key strategic projects and enhance business performance

**What you've done**

Delivered excellent customer service

Effectively managed complaints

Built positive stakeholder relationships

Managed conflict

Used MS Office

Acted on client feedback with positive outcomes

Worked in the veterinary industry

**What you will bring to the role**

Great Communication skills - written and verbal

Ability to influence people and build relationships

Great time management and organisation skills

Emotional intelligence

Resilience

Positivity

Passion for people, pets and results

**Part of an amazing global family**

Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best - caring for pets. We are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team. Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.

The future of the veterinary world is at the heart of everything we do. We are all individual but two important things bring us together: a commitment to excellence and our passion to make **A BETTER WORLD FOR PETS**.

Linnaeus is owned by Mars, that makes us part of their 70,000 Veterinary Health Associates who spend their days thinking about the 400 million pets of the world and how to improve their lives. Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best - caring for pets.

Our Associates are fundamental to o

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