Client Service Manager

TN United Kingdom; England; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join a friendly and supportive team in a thriving Small Animal Practice, where your role as a Client Service Manager will be pivotal in delivering exceptional service to our clients and their pets. You will manage non-clinical aspects of the practice, ensuring high customer service standards while fostering strong relationships within the community. With over two years of experience in customer service and team management, you will help innovate operations and support your colleagues in providing the best possible care. This is a fantastic opportunity to grow in a rewarding environment that values diversity and community engagement.

Benefits

20% discount at Vet Group

Discounts and cashback offers

In-house career development

Pension

Holiday allowance

Qualifications

• Over 2 years’ experience in a customer service role managing teams.
• Solid business acumen and administrative skills.

Responsibilities

• Manage the reception team, ensuring efficient operations.
• Handle client queries and resolve complaints professionally.
• Assist with digital and marketing content creation.

Skills

Customer Service

Team Management

Communication Skills

Problem Solving

Education

Experience in Customer Service

Tools

Practice Management System (PMS)

Digital Marketing Tools

Job description

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We are a friendly and supportive team that enjoys a close relationship with our clients. Our practice has been open for ten years, establishing a loyal and growing client base. We focus on excellent customer care to help pets live long, happy, and healthy lives.

As our Client Service Manager, you’ll provide administrative and customer-facing support within our Small Animal Practice to ensure an efficient, professional, and caring veterinary service to the community.

Your main focus will be delivering exceptional service to clients and providing the best care for their pets, acting as a link between clients and the clinical team.

Building strong relationships with clients, their pets, and the practice team is crucial for your success. You will be supported by the Practice Owner, the Head Veterinary Nurse, and Deputy Veterinary Nurse. Your role will focus on managing the non-clinical aspects of the practice and team.

You will play a key role in identifying new ways of working and supporting the team to overcome daily challenges.

Excellent verbal and written communication skills are essential to professionally and promptly resolve client complaints within our protocols. You will be the face of the business, communicating with clients over the phone and in writing, investigating complaints, and making fair resolutions.

The successful candidate will assist with the daily organization and management of our client service journey, ensuring high customer service standards and helping to innovate practice operations. You will also support the reception team by spending some time at the reception desk each week.

Your key responsibilities:

• Handling general queries efficiently and effectively
• Managing the reception team, including performance, training, conduct, and absence issues
• Assisting with digital and marketing content creation within the practice
• Overseeing the administration and delivery of healthcare plans, resolving related issues
• Managing the practice management system (PMS) to ensure smooth daily operations
• Promoting wellbeing and supporting colleagues

Working hours: The practice is open Monday - Friday 9-7pm, Saturday 9-6pm, and Sunday 11-6pm. We operate on a rota within these hours, with flexibility for the right candidate.

Salary: Up to £30k depending on experience.

Ideal candidate: Over 2 years’ experience in a customer service role managing small to large teams, with solid business acumen and administrative duties.

We offer benefits such as 20% discount at Vet Group, Pets at Home, and the Groom Room; access to discounts and cashback offers; in-house career development; pension; and holiday allowance.

Location: G82 1RB

Pets see people—they aren’t biased or discriminatory. Inspired by pets, we value and respect diversity in all forms. We aim to reflect community diversity and encourage all applicants to bring their unique skills, values, and behaviors. We look forward to hearing from you!