Customer Experience Manager

The Pet Vet; Portsmouth; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Profit share bonus

Long service recognition

Income protection

Surgery discounts

Job summary

The Pet Vet Portsmouth is seeking a Customer Experience Manager to lead our frontline team and ensure a friendly, efficient reception for pets and their owners. This full-time role focuses on creating a welcoming environment and delivering outstanding service in a busy veterinary setting.

You’ll mentor Customer Experience Coordinators, participate in BVRA CPD training, and drive improvements in guest experiences.

Qualifications

• Management experience in the service/hospitality industry preferred.
• Lead Customer Experience Coordinators to deliver welcoming environments.
• Upsell products and services and guide customers through onboarding.

Responsibilities

• Lead the Customer Experience team and set service standards.
• Oversee reception duties, check-ins/outs on tablets.
• Drive customer satisfaction and upsell opportunities.
• Provide training and CPD; BVRA aligned.

Skills

Leadership experience

Customer service excellence

Team management

Communication skills

Job description

We’re on the lookout for a Customer Experience Manager to join us at The Pet Vet Portsmouth 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 have a deskless reception at our surgery. 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.

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
• Surgery discounts

A little more about us at The Pet Vet Portsmouth

You'll get to work in our purpose-built, modern veterinary practice with the most fantastic facilities and a team who are all passionate about providing the very best care to all animals, day and night. Our colleagues have a broad range of specialities and many of our team are working towards certificates to enhance their clinical skills and the services we’re able to provide.

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!