Job Description

Clinical Operations & Customer Experience Manager

Luna the Dental Vets is a fast-growing veterinary start-up pioneering a new approach to dental care for pets, with ambitious plans to expand from a single site in Bristol to a nationwide group of dedicated first-opinion dental care practices, plus products, subscriptions and partnerships.

Exceptional client experience and clinical care is at the heart of what we do, and as the business continues to grow quickly, we're looking to recruit a talented individual with veterinary experience who can ensure our business operates effectively and efficiently day-to-day. As well as managing bookings and scheduling of clinical procedures in our clinics, you will also lead our customer onboarding and service functions, taking lead responsibility for delivering great customer experiences at Luna.

Due to the nature of the role, we're open to flexible working hours and remote working. However, as this role will involve working closely with the co-founders, and regular visits to Luna clinics (currently in Bristol, but soon to be expanding along the M4 corridor), being based within easy reach of this area is an important requirement of the role.

With exciting career development prospects in a fast-growing start-up company, this is a fantastic opportunity for a qualified RVN who is highly organised, thrives on structure (but loves variety), is dedicated to high quality clinical standards, and has a passion for providing delightful customer experiences.

Luna the Dental Vets

Co-founded by veterinary entrepreneur Dr Joe Inglis and pet marketing expert Louise Cooke, Luna is on a mission to tackle dental disease in dogs and cats, which is the number one health issue affecting the nation's pets, by making high-quality dental care more accessible and affordable.

Driven by Joe, Louise and a passionate clinical team, Luna is transforming dentistry for pets from being an over-priced side line in general practice to a fundamental and affordable part of routine pet care for all pet parents.

The role

This is a permanent, full-time position (40 hours per week) including some weekend and evening hours, and will involve the following key areas of responsibility:

Proactively managing our clinical diaries to optimise scheduling and ensure that our clinical teams are set up for success through excellent client communications, support and case management. You'll work closely with the co-founders to support the Luna operating structure to land consistently even as we scale out Support on growth projects like the effective roll out of our subscription club, partnerships and product range Whether a potential or existing client wants a phone call, to chat over WhatsApp, have a video call to ask a question or drop us an email, you'll take over from the co-founders to continue to provide exceptional customer service We uniquely offer free online dental health assessments. You'll utilise your clinical skills and our Luna dental health assessment app to support pet owners across the UK We have a large number of owners wanting to register their pet. You'll be their first experience of the Luna brand, whether that be following up on registration leads or managing in coming calls With a growing business we're keen to keep an eye on the detail, so you'll work closely with the co-founders to update on key metrics and performance. We're all ears! We'd love you to bring proactive ideas on any way to optimise processes, streamline efficiencies and further delight pets and their owners Other fun and ad hoc start-up tasks - we love to all roll our sleeves up, so whether it's packing subscription boxes, attending dog events, or re-stocking our clinic retail walls, being happy to get stuck into whatever needs doing is a big part of start-up life at Luna

Applicants should have:

Super organisational skills with great attention to detail A love of spreadsheets and structure A confident self starter, with great communication and a positive, proactive mindset Excellent written and verbal communications A passion for delivering Luna's mission Experience as an RVN in a management/ customer service focussed role A positive attitude and willingness to work as part of a team in a fast-moving, exciting start-up company culture

What's on offer:

Circa 28,000 salary (depending on experience) Supportive, empowered team environment Hands on co-founding team The opportunity to be an early hire in an exciting, fast-growing start up Career development opportunities as Luna grows
Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Benefits:

Company pension Flexitime Work from home
Work Location: Hybrid remote in Bristol BS6 7SD

Reference ID: Luna COM