We're on the lookout for a Customer Experience Coordinator to join us at our brand-new Feltham surgery. This is a fantastic opportunity to join a friendly, well-established veterinary group and play a key role in launching an exciting new surgery dedicated to delivering exceptional care to pets and outstanding service to their owners.
What we are looking for
We're looking for a customer service superstar who can help create a positive, welcoming, friendly and efficient environment for our customers and their pets.
As one of the first faces our customers will see, you'll have a huge impact on their experience with us. Whether you're greeting a nervous new puppy owner, helping a long-standing client, or answering questions over the phone, you'll ensure every interaction leaves a lasting positive impression.
Previous customer-facing experience is essential, and experience within hospitality, retail, healthcare or a service-led environment would be advantageous.
The role is 40 hours per week and will include a 1 in 4 weekend rotation
A different kind of reception
At The Pet Vet, we've adopted a deskless reception model, creating a more personal and engaging experience for our customers.
Rather than sitting behind a traditional reception desk, our Customer Experience Coordinators actively welcome customers and their pets into the surgery. You'll guide them to our dedicated dog and cat waiting areas, offer refreshments, and complete their check-in process using a tablet whilst sitting alongside them.
You'll also take the opportunity to discuss services that may benefit their pet, such as our Pet Health Plan, helping customers get the very best value and care for their pets.
Following their appointment, our clinical team will hand customers back to you, where you'll complete their check-out process, answer any questions they may have and ensure they leave feeling informed, valued and cared for.
We're looking for someone who is:
1. Friendly and approachable
2. Confident and proactive
3. Passionate about customer service
4. Comfortable using technology and tablets
5. Organised and able to multitask in a busy environment
6. A genuine animal lover
Training & Development
We want you to thrive in your role, so we'll provide comprehensive training and ongoing support.
You'll also have access to industry-leading CPD for veterinary reception teams through the British Veterinary Receptionist Association (BVRA), helping you continue to develop your skills and knowledge throughout your career.
Benefits
To attract and retain the best in the business, we offer a great range of benefits, including:
7. Profit share bonus
8. Long service recognition
9. Income protection
10. Compassionate leave
11. Surgery discounts
12. Ongoing training and development opportunities