Customer Experience Manager

The Pet Vet (formerly The Vet); Barnsley; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading veterinary surgery in Barnsley is seeking a Customer Experience Manager to enhance team performance and customer service. You will lead a team of coordinators, ensuring a positive experience for customers and their pets. The role offers comprehensive training, a profit share bonus, and other benefits such as long service recognition and surgery discounts. Join a dedicated team passionate about delivering the best care for pets.

Benefits

Profit share bonus

Long service recognition

Income protection

Compassionate leave

Surgery discounts

Qualifications

• Experience in the service/hospitality industry is preferred.
• Ability to lead and motivate a team.
• Proactive and approachable demeanor.

Responsibilities

• Lead the Customer Experience team to provide exceptional service.
• Train staff in customer service and reception procedures.
• Manage customer interactions efficiently and warmly.

Skills

Customer service expertise

Team leadership

Management experience

Communication skills

Job description

We’re on the lookout for a Customer Experience Manager to join us at The Pet Vet Barnsley on a full time basis! This is a fantastic opportunity to join our friendly, well-established team, dedicated to consistently wowing our customers by delivering exceptional customer service.

What we’re looking for

We're looking for a customer service superstar who can lead our team of Customer Experience Coordinators in creating a really positive, welcoming, friendly and efficient environment for customers and their pets. Ideally, you'll already have management experience in the service/hospitality industry.

Our Customer Experience team are often our customers’ first point of contact; the first faces they see when they walk into reception, and the voice down the end of the phone when they ring us. This puts our Customer Experience team in a great position to deliver a fabulous, long‑lasting impression!

To truly smash it out of the park in your new role, we'll make sure you receive the very best training. You'll be able to take full advantage of our CPD for veterinary reception teams, provided through the BVRA (British Veterinary Receptionist Association).

We are adopting a deskless reception! We're looking for someone who can lead by example, confidently approaching customers as they walk into our surgery, guiding them to take a seat in our designated dog and cat seating areas, offering refreshments and completing their check in and check out process on a tablet. You'll also have the opportunity to upsell products and services to the customer, such as the benefits of being registered with our Pet Health Plan. By being proactive, approachable and helpful, you'll set the tone for the 5‑star customer service we aspire for our Customer Experience teams to consistently deliver.

Benefits

To attract and retain the best in the business, we offer a great range of benefits, including:

• Profit share bonus
• Long service recognition
• Income protection
• Compassionate leave
• Surgery discounts

A little more about us at The Pet Vet Barnsley

The Pet Vet Barnsley is an award‑winning veterinary surgery with dog, cat and rabbit‑friendly clinic accreditations. Everyone receives a warm welcome from our team at The Pet Vet Barnsley We're all passionate about providing the very best care to every pet that comes through our doors, day and night. To ensure the care we're offering is the absolute best, we’re constantly working on new initiatives to support skill gaps and we make sure CPD is continuous and happening across all levels in our surgery. Our clinical team members have either achieved or are working towards various certificates, including exotics, dentistry and surgery. We have recently added exotic wards to our practice so we can be there for all animals, fur feathers and scales.

Being part of The Pet Vet family

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!