Deputy Customer Experience Manager

The Vet; Nottingham; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Profit share bonus

Long service recognition

Income protection

Compassionate leave

Surgery discounts

Job summary

The Pet Vet Nottingham is seeking a Deputy Customer Experience Manager to join our friendly, long-established team. You will support the Customer Experience Manager in leading the reception team and ensuring a welcoming, efficient environment for pets and their owners.

This full-time role includes 1 in 4 weekends, with training through BVRA CPD and opportunities to upsell services such as the Pet Health Plan.

Qualifications

• Experience in service or hospitality industry preferred.
• Strong customer service and communication skills.
• Ability to upsell products and services such as plan memberships.

Responsibilities

• Support the Customer Experience Manager in leading the team of Customer Experience Coordinators.
• Deliver a brilliant first impression at reception and on the phone.
• Provide training via BVRA CPD for veterinary reception teams.
• Upsell products and services, including the Pet Health Plan.
• Drive social media content to extend reach and footfall into the surgery.

Skills

Customer service

Team leadership

Training

Social media

Video editing

Job description

We’re on the lookout for a Deputy Customer Experience Manager to join us at The Pet VetNottingham! This is a fantastic opportunity to join our friendly, well-established team, dedicated to consistently wowing our customers by delivering exceptional customer service. This is a full time position, covering 1 in 4 weekends.

What we’re looking for...

• A customer service superstar. We're looking for someone who can support our Customer Experience Manager in leading 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 some experience in the service/hospitality industry.
• Deliver a brilliant first impression. 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.
• Be the best at what you do. 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).
• Deliver an experience our customers can't wait to tell their friends & family about. We're looking for someone who can set a great example, confidently approaching customers as they walk into our deskless reception areas, 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-start customer service we aspire for our Customer Experience teams to consistently deliver.
• - A social superstar! It's not just about delivering great service to our existing customers. We're looking for someone who is proactive and full of great ideas to help us extend our reach and drive higher footfall into our surgery! Tying in with this, you'll post regularly to our local social media accounts, sharing varied local content (engaging, informative, funny) to capture the hearts and minds of pet owners in our local area. You'll have an eye for what content performs well on social, and be proactive in gathering this content with the permission of our customers. We're looking for someone who can motivate our colleagues and get them excited about participating in content for social, as well as someone who has experience editing short-form video content such as reels, using trending audio and keeping up to date with the latest social trends.

Benefits:

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