Customer Experience Manager for Veterinary Practice
1 week ago
At Vets for Pets, we are a small, very friendly and supportive team who enjoy a close relationship with our clients. We have established a loyal client base which is growing every week due to our focus on great customer care, aiming to keep pets living as long, happy, and healthy lives as possible.
We are seeking an exceptional Customer Experience Manager to provide administration and customer-facing support within our Small Animal Practice, delivering an efficient, professional, and caring veterinary service to the local community.
Your primary focus will be to provide an outstanding service to our clients and their pets, acting as a link between them and the clinical team. Building strong relationships with our clients, their pets, and the practice team will be critical to your success, supported by the Practice Manager.
You will play a key role in identifying new ways of working and supporting the practice and team to overcome day-to-day challenges. Your excellent communication skills, both verbal and written, will ensure that you can resolve all clients' complaints in a professional and timely manner within our business protocols and guidelines.
You will be the face of the business, speaking to clients over the phone and in writing, investigating complaints, and making fair resolutions. Additionally, you will assist with behind-the-scenes day-to-day organisation and management of our client service journey, ensuring a high level of customer service at all times.
Your Key Responsibilities:
- Dealing with general queries efficiently and effectively
- Leading the reception team and addressing concerns regarding performance, training, conduct, and absence management
- Assisting with digital and marketing content within the practice
- Managing the smooth administration of, and resolving any issues related to, our health care plans
- Managing the practice management system (PMS) to ensure the smooth running of daily operations
- Promoting wellbeing and providing general support to colleagues
The role is full-time, working 34-36 hours per week across Mondays, Tuesdays, Thursdays, and Fridays. We can be flexible to suit the right candidate.
The salary for this position is up to £28,000, depending on experience.
For this role, we ideally look for candidates with over two years of experience in a customer service role, managing a small to large team, and possessing solid business acumen/administrative duties. Experience in a veterinary practice would be preferred but not essential.
In return, we offer benefits such as 20% discounts at Vet Group, Pets at Home, and The Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension, and holiday allowance.
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