Customer Care - Dog Daycare

Bruce's; Cobham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading dog care service in Cobham is seeking a Customer Care Specialist to provide top-notch service to customers and their dogs. Responsibilities include engaging with customers through various channels, handling queries, and ensuring a smooth check-in process. The ideal candidate will excel in communication, thrive under pressure, and have a passion for dogs. This role offers a unique opportunity for dog lovers to work in a positive environment with their own pets.

Benefits

Free dog day-care for your own dog

Ongoing personal development support

Access to employee perks through LifeWorks

Financial wellness platform access

Annual celebration rewards

Qualifications

• Passionate about delivering excellent customer service with a love for dogs.
• Works effectively in a fast-paced, self-directed environment.
• Ability to embrace challenges and work under time pressure.

Responsibilities

• Ensure excellent customer service in every interaction.
• Handle customer queries and complaints effectively.
• Maintain accurate notes of customer interactions.
• Check in customers and their dogs during arrivals.

Skills

Exceptional communication skills

Strong IT skills

Organisational skills

Ability to handle difficult conversations

Job description

About Us

Founded in 2008, we have become the UK’s recognised leader in Doggy Day Care and are fluent in dog. Our purpose at Bruce’s is to unleash happiness and enrich the lives of more dogs and their families and we achieve this through our values P.A.W.S (Pawsitivity, All fur one, Wag for it and Sniff out the new stuff). We believe that Paw-sitivity rocks! When it comes to our team, our dogs and our customers we’re caring and All fur one. We work hard, are passionate and Wag for it because we love what we do. And, like our doggy friends, we’re forever curious to Sniff out new stuff. Our values help guide how we behave, remind us what’s important to ourselves, to dogs and their families and what fires us up as a pack.

What You'll Be Doing

As a Customer Care Specialist at Bruce's, your mission is to ensure our customers receive top-notch service and communication. Your daily tasks will range from sharing delightful stories about our furry guests' first day to addressing customer inquiries and requests. Working 40 hours a week between Monday to Friday.

Responsibilities

• Strive for excellence in customer service, ensuring every customer interaction exceeds their expectations.
• Engage with customers through phone calls and emails, providing them with valuable assistance.
• Skilfully handle customer queries and complaints, escalating issues when necessary.
• Greet customers and their adorable dogs, ensuring a smooth check-in and check-out process.
• Be the friendly face that checks in with customers, especially during special milestones.
• Ensure all additional services and photos are completed promptly, efficiently allocating and sending them out.
• Keep a watchful eye on field numbers and bus space, expertly allocating boarding requests to the team.
• Tackle dog behavioural concerns with confidence, understanding that these can be challenging conversations.
• Maintain up-to-date and accurate notes of customer interactions.

About You

You are someone who is passionate about delivering above and beyond customer service with a love for dogs. You will have exceptional communication skills and be able to deal with all types of situations and difficult conversations. With strong IT and organisational skills you will work effectively at a fast pace and thrive in a self-directed work environment. You are someone who embraces a challenge and works under time pressure with a can‑do mindset and enthusiasm, giving 100% pawcent in everything you do all while radiating positivity.

Benefits

It goes without saying you will have lots of dogs to cuddle and play with. If you have your own dog they can come to work with you for FREE - providing Bruce's is right for them. At Bruce’s we’re always striving to learn more about dogs and our staff receive training from our expert dog trainers as well as ongoing personal development support.

• Your furry companion can join you at work – we offer FREE dog day-care at Bruce's (as long as it's a paw-sitive fit).
• Our dog experts will show you the ropes and keep you in-the-know as well as sniffing out the new with ongoing personal development.
• LifeWorks membership and Bravo Benefits platform access for unbeatable employee perks.
• Stream membership which is a financial wellness platform allowing you to access your earned pay sooner, track your earnings, and access financial education resources.
• Your hard work won't go unnoticed – expect rewards and recognition and our annual people celebration day!