Customer Success Champion

4 weeks ago


Bournemouth, United Kingdom VetSuccess Full time
  • We’re a small, fast-paced, fast-growing company that helps our clients (veterinary practices) manage pet healthcare plans on behalf of their customers.
  • Working from our open-plan office in Bournemouth, we help veterinary practice owners double (or even triple) their recurring revenue. Our relentless focus is on Making Life Easier.
  • Our online portal helps vets manage their healthcare plans and collect recurring payments from their clients in a way that had never previously been done.
  • Our industry-leading software platform serves businesses and their customers throughout the UK and Ireland.
  • We are a subsidiary of a large global leader in veterinary care.
  • Our clients are vet practices and their customers.

We are looking for someone to be part of our team as a 1st Line Customer Success Champion.

 

 Your responsibilities will include:

·       Being part of the 1st line call group, answering inbound calls from clients.

·       Being part of the 1st line in Freshdesk to answer inbound emails / tickets.

·       Processing the daily IVC Pet Health Club transfers.

·       Making outbound calls to check in with clients on a regular basis to see if they are happy with our service and offer support where necessary to ensure their healthcare plan grows.

·       Managing healthcare plan price changes for practices – this will include bespoke letters and emails if required.

·       Onboarding our new clients – this will include sending contracts, setting them up in the system and all admin/communication involved with onboarding a new client.

·       Updating internal and external training resources where required.

·       Managing the outputs from our customer feedback responses.

·       Ensuring system alerts are processed within an hour of them being added to the site.

·       Make changes to creditors’ plans and set-up when required.

Requirements

About you:

You are a strong team player with a friendly and approachable nature.  You have a confident telephone manner and a passion for delivering first class customer service.

 

Competencies:

  • Excellent IT skills, including a good knowledge of Excel.
  • A fast learner
  • A team player, able to take on additional responsibilities where necessary.
  • Problem solver
  • Outstanding communication skills, both written and verbal
  • An eye for detail
  • Able to work with multiple systems at once.
  • Flexibility to work from 8.30am some days and finish at 6pm some days.

Highly desirable

  • Experience in an office customer services environment.
  • Experience of working with data.
  • Experience in the veterinary industry.

About

  • Our office is based in Bournemouth.
  • The hours are 37.5 hours a week, between the hours of 8:30 am to 6pm, Monday to Saturday.

Benefits

  • Highly competitive salary.
  • Companywide annual bonus scheme.
  • Annual performance related pay review.
  • 25 days holiday per year (plus bank holidays).
  • Free parking.


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