Client Experience and Digital Team Lead

Reports to: Head of Clinical Transformation

Direct reports: Lead Digital Client Care Associate, Lead Digital Veterinary Nurse

Team: Digital Team (nurses & client care assistants), via the two Leads above

Stakeholders: Operations, People and Growth teams

Location: Hello Quarters, Office-Based, Full Time

Salary: TBC based on experience

About the role

This role leads the digital team who are the first point of contact for our clients, triaging calls, guiding pet owners to the right care, and delivering the distinctive Hello Vet client experience. As part of the Clinical Transformation function, client experience is treated not as a siloed service, but as one of the core pillars to transforming how Hello Vet delivers care. This role balances two things: staying close to the frontline by taking their own shifts on the rota, and working strategically to shape client experience across the wider business.

The CX and Digital Lead line manages the Lead Digital Client Care Associate (CCA) and Lead Digital Veterinary Nurse (RVN), the two senior specialists who in turn support and guide the wider digital team day to day. They act as the bridge between the digital team and the clinics, making sure client experience is consistent, warm, and joined-up everywhere a client makes contact with Hello Vet, whether that is a first call or message, or through a clinic visit, and that improvements to that experience are recognised as meaningful transformation outcomes in their own right.

Key responsibilities

Team

• Line manage the Lead Digital Client Care Associate and Lead Digital Veterinary Nurse, setting objectives, supporting their development, and empowering them to lead the wider digital team well
• Lead the Digital teams with passion, energy and enthusiasm, encouraging and modelling a positive mindset and problem solving attitude
• Oversee, directly and via the Leads, the performance, wellbeing, and development of the broader digital team
• Design and deliver training, covering onboarding of new starters, upskilling the existing team, and keeping everyone aligned on the Hello Vet strategy and how this informs client experience
• Build and evolve a team culture that reflects Hello Vet's values
• Oversee, directly and via the Leads, resourcing, scheduling and rota management of both the Digital RVN and CCA teams
• Deliver team meetings weekly and ensure follow-up of areas raised, reporting outcomes to the Head of Clinical Transformation
• Predict and model capacity during periods of expansion, and support with the recruitment of new team members

Client and Pet

• Be the embodiment of the Hello Vet client experience, ensuring we deliver a trail blazing service that is so good our clients tell their friends
• Active participation in the digital team rota shifts, delivering triage and client care directly, staying close to real client interactions and team effectiveness
• Act as an escalation point for complex or sensitive calls, alongside the Leads
• Own and evolve the CX strategy for the digital team, as part of the wider Clinical Transformation and Growth agendas
• Represent the digital team's, and the client's, perspective in wider strategic and transformation conversations
• Work closely with the Operations team and the Pod CX Leads to ensure a consistent client experience
• Be a conduit between the clinical and digital team, sharing trends informing clinic practice, and clinic realities informing digital team scripts and processes
• Partner with clinical and operations teams to close the loop on client journeys
• Ensure deep understanding of in-clinic team responsibilities and workflows, proposing ways that digital could be utilised to improve efficiency and delivery of care

Technology

• Use call data, client feedback, and digital team data (including qualitative insights from the Leads) to identify where CX is falling short and propose solutions
• Act as a connector between CX and other transformation workstreams (e.g. clinical pathways, technology rollouts), ensuring changes elsewhere in the business are designed with the client experience in mind
• Identify gaps in our technology stack and service provision to work with the HoCT and Product in proposing and developing new solutions

Commercial Sustainability

• Report on the digital team KPIs to the HoCT and the wider leadership team
• Support the Growth team through the provision of CX insights
• Lead on the conversion of multi-platform client contact through to client registration and activation

Qualities and experience

• An exceptional communicator with experience leading a client facing team, ideally in a fast-paced, high-volume service environment, where exemplary CX is essential
• Experience managing managers/leads, not just individual team members, and comfortable delegating through a small senior team
• A genuine passion for CX, being able to articulate why a great personal interaction matters rather than just delivering a script
• Comfortable in both the detail and thinking strategically, understanding this is not a purely strategic desk role
• Strong people management skills: coaching, training design and delivery, performance management
• Comfortable working with data to make decisions and technology to deliver solutions
• A natural collaborator, able to build trust with clinic based teams and Operators who may not report into this role directly
• Comfortable operating in a transformation environment, able to connect daily service delivery to bigger picture organisational change