Job Description

Are you a natural leader with a passion for people and pets? We're looking for an energetic, organised, and people-focused Customer Service Manager to be the heartbeat of our front-of-house team.
We have an exciting opportunity for a confident leader with strong people and management skills. To succeed in this role, you'll need proven experience in a customer-facing managerial position, ideally within the retail sector. Your background in retail management will equip you with the expertise to coach, motivate, and support our reception team, while ensuring every client enjoys a smooth and positive experience. This is the perfect chance to bring together your leadership skills and passion for customer care, making sure every client and their pet feel genuinely welcomed, supported, and valued from the moment they arrive.
The role will consist of working 40 hours per week across a shift pattern, this will include a 1-4 weekend rota and working within the required coverer from 8am- 9pm
About us:
We are a friendly large team who enjoy a close relationship with our clients. We really focus on great customer care which helps us with our aim of keeping pets living as long, happy, and healthy lives as possible. Your focus will be to provide an exceptional service to our clients and the best care possible to their pets - providing a link between clients and the clinical team. Your ability to build strong relationships with our clients, their pets and the practice team will be critical to your success.
Your great client service during a client's visit will make sure that their absolute satisfaction is given, and that the client leaves knowing that they have received exceptional service and look forward to their next visit. You will greet each client and offer support, guidance and expertise, managing payments and future bookings confidently. The successful candidate will assist with the day-to-day organisation and management of our reception team, ensuring a high level of customer service is always delivered and most importantly, help to devise new and innovative ways to drive the practice forward
What your typical day will look like:

• Working closely with our Hospital Manager to ensure the front of house and Pharmacy are fully manned and working efficiently and effectively.
• Training colleagues with emphasis on providing a professional, high standard of customer service. Reducing waiting time and increase communication with clients.
• To be able to Challenge in the right way when something is not right and seeing an opportunity to grow.
• Providing feedback to colleagues and the management team to help manage and improve our service and communication.
• Support with rota planning and diary management. Reviewing holiday request and communicating with the team.
• Working with the team to ensure the reception /Pharmacy and phone room are kept to a high standard of cleanliness and are always presentable.
• Proactively looking for ways to improve the client/patient journey, from first point of contact to last point of contact. Using the practices feedback forums to help. IE: Reputations, Google reviews, social media.
• Support the Hospital Manager with preparing for hospital inspections and attaining outstanding award in client care.
• Support the Hospital Manager with complaint handling, via telephone, in person and in writing. Being the first point of call for the team and client to go to
• Continually improve and maintain product knowledge and be able to upsell our products and advise where necessary.
• Training the Team on all areas of RX works, call handling, and processes
• Adhere to and be able to locate all company policies and procedures
• Bereavement handling - offer physical and emotional assistance to clients in sensitive situations.
• Show awareness of financial controls within the front of house systems. Understanding the Key KPI'S for reception and growing the business
• Comply with Health & Safety regulations and local policy within the practice.
• Celebrate success and lead the team to reach their full potential, creating a positive, fulfilling place to work.
• Planning CPD training sessions and monthly meetings with the team.
• Effective communication daily with the team to set them up for success
• Ensuring Pharmacy are stocked to correct level and daily task completed
• Supporting the team and driving efficiency with Daily admin tasks
• Planning and completing 8 weekly reviews.
• Attending weekly management meetings
• Receiving sickness calls and arranging cover where needed

Benefits:
In return, we offer such benefits as 20% discount at the Vet Group, Pets at Home and the Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension and holiday allowance. Gym membership. Private health care packages. Birthday holiday entitlement. and many more. Excellent salary up to 35,000 dependant on experience.
Location: NN5 5JW
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!

Skills Required