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Bruce's; Hassocks; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Subsidised Muck Boots

Free uniform

LifeWorks membership

Bravo Benefits access

Cycle to work

Job summary

Bruce's in Ditchling is seeking a Full-time Customer Care Specialist to join our team. You will ensure our customers receive top-notch service for their dogs and families, working from 7am to 6pm, Monday to Friday, in our rural Ditchling location.

You will welcome customers and their dogs, handle inquiries and requests, and contribute to a positive customer experience, supported by our dog-loving culture. As part of Bruce's, you will engage with customers through calls and emails, address issues

Qualifications

• Excellent communication, both written and verbal.
• Strong IT and organisational skills to work in fast pace.
• Ability to handle difficult conversations with professionalism.

Responsibilities

• Deliver outstanding customer service to clients and their dogs.
• Respond to inquiries by phone and email, providing helpful guidance.
• Address complaints and escalate issues when needed.
• Greet customers and dogs during check-in/check-out processes.
• Check in with customers at milestones and ensure satisfaction.
• Arrange and send additional services and dog photos.
• Monitor field numbers and boarding requests for the team.
• Discuss dog behavioral concerns with calm, professional approach.
• Maintain accurate notes of customer interactions.

Skills

Communication skills

IT skills

Organisational skills

Customer service

Positive attitude

Job description

We are looking for a Full time Customer Care to join our Ditchling team!

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 Ditchling, 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 our opening times of 7am-6pm Monday to Friday.

• 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.
• Skillfully 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 behavioral 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,

Why Unleash Your Potential With Us

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 with our Learning and Development partner.

Our benefits don't stop there

• Subsidised Muck Boots and free uniform.
• Working in an idyllic, rural location.
• Employee Rewards and Recognition programme.
• Membership to LifeWorks, the world’s largest employee assistance programme.
• Membership to Bravo Benefits our benefits platform to include cycle to work, retail discounts and loads more.