Customer Experience Co-ordinator

**The Vet - England**:
**Salary**:
**£20,000 pro rata**

**Overall purpose**:
Our Customer Experience Co-ordinator is responsible for creating a positive, welcoming, friendly and efficient environment for The Vet customers and their pets; and in doing so, driving excellence in customer service and patient care. There's a real opportunity here to take a proactive role which will have a direct correlation with the revenue of our surgery.

We're looking for someone to join our friendly, supportive team, working 20 hours per week.

**About us**:
We’re part of the UK’s largest, independent, family-owned veterinary group with a nationwide presence. We offer exceptional care in the local communities we serve, helping pets to live long, happy and healthy lives with their families.

Our state-of-the-art surgeries are purpose-built, light and spacious and equipped with the latest technology. We’re committed to creating an environment that offers exceptional clinical care and where our colleagues love to work, our patients are calm and our customers feel assured.

We’re continually investing in developing our growing team and there's never been a better time to join us

To attract and retain the best talent in the sector, we offer market-leading salaries and an extensive range of benefits.

**Duties and responsibilities**

People
- Collaborate in a positive and professional manner with the whole surgery team to ensure the best customer and patient care whilst adhering to The Vet Practice Procedures Manual.
- Take direction from the Customer Experience Manager.
- Demonstrate flexibility to share daily tasks and responsibilities amongst the CEC team.
- Help to organise fundraising and promotional activity at the surgery.

Operations
- Open and close the surgery efficiently, mindful of any customers requiring assistance before official opening and after official closing times.
- Ensure reception and seating areas are clean, tidy and welcoming.
- Ensure personal hygiene equipment in reception (eg hand sanitizers, wipes, masks) is well stocked.
- Maintain a good and varied source of information in the reception and seating areas:

- Leaflets up to date and fully stocked
- Posters up to date and in good condition
- Signs and notices up to date and in good condition
- Price boards are up to date and in good condition
- Video screens in operation throughout surgery opening times
- Using the triage guidelines and daily diary structure, book appointments at the most convenient time for the customers, whilst also ensuring that the surgery can accommodate the demand.
- Use the practice management software for:

- Booking appointments
- Registering new customers
- Processing payments
- Updating customer records
- Updating diary notes
- Looking 3 days ahead, proactively fill vacant appointment slots.
- Ensure follow-up appointments are booked.
- Ensure all invoices are approved by surgery closing time.
- Actively manage customer waiting times.
- Take a minimum of 50% payment for surgical appointments, at time of booking.
- Take all outstanding payments at the time of appointment, including medication and other products sold at surgery.
- Complete cashing-up and banking at the end of every day, investigating and resolving variances.
- Ensure that necessary paper work is completed and scanned accurately and timely.
- Receive deliveries.
- Issue pre-booked prescriptions
- Perform weekly fire alarm test.
- Reconcile petty cash, investigating and reporting any variance.
- Provide charity invoices in a timely manner.
- Conduct other reception /customer-facing admin duties as required.

Customer
- Answer incoming calls **as a priority**, responding to queries where possible and taking messages and directing calls to other surgery colleagues only if the reason for the call cannot be answered directly.
- Welcome customers and their pets to the surgery in a friendly and courteous manner.
- Ensure pets are weighed on arrival, recording the details on their clinical records.
- Engage with customers during their visit, efficiently dealing with their appointments and queries; creating friendly banter about their pets; offering refreshments and proactively sharing details of the breadth of products and services available.
- Sensitively handle emergency cases and euthanasia appointments on arrival, by keeping customers and patients at ease before the arrival of the Vet.
- Proactively discuss the benefits of The Vet's Smartpet Healthcare Plan and register customers onto the scheme.
- Obtain testimonials and photographs from customers that are delighted with their experience, encouraging them to leave a Google review or Facebook post.
- Deal with difficult customers in a professional and courteous manner.
- Co-ordinate sympathy cards.
- Create and distribute information packs, relevant to the customer and pet.

Strategic Activity
- Supporting the Leadership Team in promoting the strategic plan and the values of The Vet.
- Demonstrating a c