Client Services Manager

Pdsa Pet Insurance; Swansea; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible working options

25 days holiday + Bank Holidays

Generous pension options

Life assurance

Job summary

PDSA Swansea is seeking a Client Services Manager to lead our reception team and own all client services within the Pet Hospital. You will improve the customer journey, support clear communications, and ensure risk and admin processes are followed, while building strong community relationships.

You will bring experience in managing people to deliver exemplary customer service, with solid IT skills and a calm, professional, empathetic approach.

Qualifications

• Experience leading teams in customer service or office administration.
• Strong IT skills and knowledge of Microsoft Office.
• Empathy, professionalism and a calm, solutions-focused approach.

Responsibilities

• Lead reception team and own all client services at the Pet Hospital.
• Review and improve the customer journey and internal/external communication.
• Ensure client-facing risk assurance and administrative processes are followed.
• Build strong relationships with the local community and promote the service value.

Skills

Leadership

Customer service

Team management

IT literacy

Tools

Microsoft Office

Databases

Job description

We're now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we'll build a stronger organisation to ensure our services help those who need us most for the next hundred years., In this role, you'll lead our reception team and take responsibility for all aspects of client services within the Pet Hospital. You'll review and improve the customer journey, support clear internal and external communication, and make sure client-facing risk assurance and administrative processes are followed. You'll also help to build strong relationships with the local community, supporting our mission and helping clients to understand the value of the service we provide., PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.

If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.

We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.

To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.

If you're ready to make a real difference and be part of a team that's creating positive change, we want you to join us. Let's build a brighter future for pets and their owners, together.

We're looking for a Client Services Manager to join our friendly team at PDSA Swansea. You'll be passionate about great customer service and keen to make a positive difference for pets and owners in the local community. You'll thrive in a busy, purpose-led environment where no two days are the same, championing high standards at reception and helping to make every client's experience with PDSA welcoming, efficient and professional.

You'll have experience of leading people to deliver a high standard of customer service, ideally in an office administration, reception or facilities management environment. You'll be confident using IT, with good working knowledge of Microsoft Office and databases, and strong attention to detail. Above all, you'll bring empathy, professionalism and a calm, solutions-focused approach, supporting your team, working collaboratively with clinical colleagues, and helping us to provide a caring, efficient veterinary service to those who need it most.

Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship.

Working Pattern: 7.5 hours per day, 5 days a week with occasional Saturdays

Rewards, support and benefits

We're really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.

As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:

• Flexible working options to support your work-life balance and individual circumstances.
• 25 days' holiday plus Bank Holidays, with option to buy or sell an extra five days.
• Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
• Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
• Life assurance providing four times your annual salary for added peace of mind.
• AXA Health Employee Assistance Programme, with 24/7 wellbeing support
• Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
• Enhanced maternity, paternity and adoption leave to support you and your family.
• 10% discount on PDSA Pet Insurance plus access to staff veterinary services.