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The Vet Logo

Customer Experience Manager

Id Job: 3172784

🏠 On-site
💼 The Vet
📍 Bristol, England
1 day ago
💰 26000 GBP ANNUAL

Job Description

Do you have a love of animals, experience of leading a team and a passion for customer service? If so, we have the perfect role for you at our Morden veterinary surgery!

We're recruiting a Customer Experience Manager, who is a key member of our surgery's management team. You'll be responsible for leading our Customer Experience Co-ordinators in creating a positive, welcoming, friendly and efficient environment for The Vet customers and their pets at every touchpoint; and in doing so, driving excellence in customer service and patient care. There's a real opportunity here to take a proactive role which will have a direct correlation with the revenue of our surgery.

About us:

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!

To attract and retain the best talent in the sector, we offer market-leading salaries and an extensive range of benefits.

Duties and responsibilities

People

- Their time and expertise is most effectively utilised

- Their interactions with customers and patients are consistently welcoming and appropriate to the individual case

- Their input into the practice management software is consistently accurate and up to date

- They consistently comply with the practice procedures manual and operating procedures

- Agree development requirements for all Customer Experience Co-ordinators and Cleaners - and monitoring the effectiveness.

- Work rotas- Salary spreadsheets- Timesheets- Holiday requests- Absence recording- Return to work- Personal matters

Operations

- Leaflets up to date and fully stocked- Posters up to date and in good condition- Signs and notices up to date and in good condition- Price boards are up to date and in good condition- Video screens in operation throughout surgery opening times

- Booking appointments- Registering new customers- Processing payments- Updating customer records- Updating diary notes

- All non-insured debt is collected within 30 days (escalate debts over 30 days to the Central Operations Manager for follow-up)- Total debt is less than 1% of turnover- There is no bad debt (> 90 days)

- Banking- Insurance processing- Scanning

- Efficiently dealing with their appointments and queries;- Creating friendly banter about their pets;- Offering refreshments

Behaviours

The role is based in a fast-paced environment and the post-holder must lead by example.

The Customer Experience Manager must demonstrate flexibility and adaptability, ensuring their team does the same.

This role requires strong skills in communication, organisation, team working, attention to detail and people management.

The post holder must demonstrate empathy, kindness and compassion, whilst also being calm and confident under pressure.

The role requires a commitment to proactively developing own skills.

The Customer Experience Manager must adhere to health & safety guidelines and ensure their team does the same.

There is a requirement for the role to undertake other reasonable duties as required.

Working conditions

The role is based in a fast-paced environment. Hours will be undertaken on a rota basis and will include some evening and weekend working.

This role will include significant VDU usage.

Direct reports

Customer Experience Co-ordinators

Cleaner

Job Types: Full-time, Permanent

Salary: From £26,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Experience:

Work Location: In person


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