Role Overview

We’re on the lookout for a Customer Experience Manager to join us at [Employer hidden — sign up to reveal] Bristol on a full time basis for a fixed term period of 18 months. This is a fantastic opportunity to join our friendly, well-established team, dedicated to consistently wowing our customers by delivering exceptional customer service. 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 adopted a deskless reception! 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.

About the Surgery

[Employer hidden — sign up to reveal] Bristol is an award-winning veterinary surgery with dog and cat clinic accreditations. Everyone receives a warm welcome from our team customer or colleague. We are all passionate about providing the very best care to every pet that comes through our doors, day and night. To ensure the care we're offering is the absolute best, we’re constantly working on new initiatives to support skill gaps and we make sure CPD is continuous and happening across all levels in our surgery. The surgery has just undergone a fantastic refurbishment to ensure it meets all pet, customer and colleague needs. The surgery has 6 vets, 8 nurses and this role will be leading a fantastic customer experience team of 6.

Being part of [Employer hidden — sign up to reveal] 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!

Benefits

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