Overview
Deputy Customer Experience Manager – Location: Portsmouth. Department: Non- Clinical. Salary: £12.85 per hour. Hours: 39 per week, 1:4 weekends. Contract Type: Permanent.
We’re on the lookout for a Deputy Customer Experience Manager to join The Pet Vet Portsmouth. This is a full-time role focused on delivering exceptional customer service and supporting the Customer Experience Manager in leading our team of Customer Experience Coordinators.
Our Customer Experience team are often the first point of contact for customers, acting as the face at reception and the voice on the phone. You’ll receive strong training, including CPD for veterinary reception teams provided through the BVRA (British Veterinary Receptionist Association).
Responsibilities
* Support the Customer Experience Manager in leading the team of Customer Experience Coordinators
* Provide a positive, welcoming, friendly and efficient environment for customers and their pets
* Assist with reception duties in a deskless setup: guide customers to seating areas, offer refreshments, and complete check-in/check-out on a tablet
* Upsell products and services, including benefits of being registered with the Pet Health Plan
* Be proactive and approachable to deliver five-star customer service
* Contribute ideas to extend reach and drive higher footfall, including posting on local social media accounts
Qualifications and Skills
* Experience in customer service in the service or hospitality industry is preferred
* Ability to work in a deskless reception environment and engage with customers at intake
* Strong communication and proactive, helpful approach
Benefits
* Profit share bonus
* Long service recognition
* Income protection
* Compassionate leave
* Surgery discounts
Being part of The Pet Vet family: we are part of the UK’s largest, independent, family-owned veterinary group with a nationwide presence. We offer exceptional care in local communities and continually invest in developing our growing team.
About The Pet Vet
Our state-of-the-art surgeries are purpose-built, light and spacious and equipped with the latest technology. We are committed to creating an environment that offers exceptional clinical care and where colleagues enjoy working, patients are calm, and customers feel assured.
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