Deputy Customer Experience Manager

The Pet Vet; Nottingham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Profit share bonus

Long service recognition

Income protection

Surgery discounts

Job summary

The Pet Vet Nottingham is hiring a Deputy Customer Experience Manager to support a friendly, well-established team and deliver outstanding customer service for pets and their families. This full-time role covers weekends on a 1 in 4 schedule and includes opportunities to train through BVRA CPD for veterinary reception teams.

You will help lead a reception team, deliver a top-notch first impression, and drive customer satisfaction while promoting our Pet Health Plan and related services.

Qualifications

• Experience in service or hospitality industry is preferred.
• Strong customer-facing communication and interpersonal skills.
• Ability to lead and motivate a team in a busy reception environment.
• Willingness to engage with social media content creation and delivery.

Responsibilities

• Support the Customer Experience Manager in leading the team of coordinators.
• Provide a welcoming, efficient reception experience for customers and their pets.
• Assist with upselling products and services, including Pet Health Plan options.
• Contribute to social content creation and local engagement strategies.
• Ensure a high standard of customer service and brand representation.

Skills

Customer service

Team leadership

Hospitality experience

Communication skills

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.

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

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!