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- Tasks: Manage customer records, resolve queries, and support practice staff in a remote role.
- Company: Join CVS Group, a leading veterinary services provider dedicated to pet care.
- Benefits: Enjoy up to 7 weeks holiday, pension matching, discounted pet healthcare, and flexible perks.
- Why this job: Be part of a passionate team making a difference in pet health while working remotely.
- Qualifications: Basic computer skills, excellent communication, and a persuasive attitude are essential.
- Other info: Full-time remote position with potential training at our head office.
The predicted salary is between 20400 - 30600 £ per year.
CVS Group plc is an AIM listed, international integrated veterinary services provider which delivers to clients through three business areas; our veterinary practices, diagnostic laboratories and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it\’s what is at the heart of our work, every day.
The Group generates revenue of more than £500m from 500 practices across the UK and Australia, with more than 8,000 employees across vets, nurses, other clinical employees and within our support office. In a growing pet market, we are well positioned for both organic and acquisitive growth, and significant investment projects are in progress to enhance our infrastructure and central support for the Group.
The Healthy Pet Club is part of CVS Group, and it is designed to give our clients a cost-effective way to provide their pets with the best possible preventative healthcare, whilst saving them money. Over 500,000 pets benefit from a range of regular veterinary-prescribed preventative healthcare services and treatments as part of being a member of the club.
Summary of role:
As a Customer Service & Sales Administrator for Healthy Pet Club you will be responsible for creating and maintaining HPC members\’ records, resolve members\’ queries and support practice staff. Whilst minimising cancellation rate and converting enquirers and prospects into HPC members.
Please note: this role is full time remote position on a fixed term contract of up to 12 months. It is possible there will be 1 week of training at our head office based in Diss for the successful candidate.
Alongside a salary up to £25,500 DOE, we offer benefits including; up to 7 weeks holiday (with our buy/sell holiday scheme) + Bank Holidays, pension matched up to 6%, access to our industry leading sharesave scheme, enhanced maternity/paternity/adoption leave, heavily discounted pet healthcare, continued professional development and a range of flexible benefits such as GymFlex and Cycle to Work to suit your needs.
Key Responsibilities and Tasks:
- To communicate effectively and in a pleasant manner with all clients, and colleagues thereby providing a high standard of service
- Deal directly with customers and practices either by electronically, telephone or mail
- Ensure membership data is entered into the system promptly and accurately
- Update membership data when changes occur
- Resolve membership related queries and complaints promptly from both members and practices
- Conveying the pricing structure of HPC schemes to prospects and members
- Sell HPC membership to enquirers and warm prospects, which may involve outbound calling
- Reduce cancellation rates by clearly stating the benefits and savings of the scheme
- Contact clients who have cancelled without reason to engage in discussion with an aim to reinstate
- Persuade HPC members who have cancelled their membership to reinstate
- Resolve membership related queries when making “win back” calls to cancelled members
- Send all communications relating to members\’ account (e.g. welcome, failed DD, cancellation, puppy to adult, etc.). Keeping accurate records of all member interactions including complaints and explanations and transactions
- Support members and practices including integrating new acquisitions
- Perform BACS related tasks on a daily basis
- Take debit and credit card payments over the phone
- Conduct monthly data audit
- On a weekly basis send data to UK Mail (and other suppliers) for printing and distributing member
- communications
- Prepare and distribute weekly reports
- Ensure that the telephone is answered in a professional and timely manner
- To achieve agreed targets
- Prioritise own workload to meet customer and CVS needs
- To carry out other duties as required by management in a professional manner
- To comply with CVS protocols and procedures
Key Skills Required:
Essential
- Basic level of computer literacy
- Must be persuasive and highly motivated with excellent communications skills with confident telephone voice and professional telephone manners
- Excellent communication skills across written channels
- Excellent listening, rapport and relationship building skills
- Adaptable and able to work off own initiative
- Ability to always portray HPC in a positive light whilst being able to be flexible and creative in dealing with prospects and members
- Ability to persuade, influence and effectively convey the HPC benefits to clients
- Proficient in retaining and re-activating lapsed members
- Ability to build rapport with existing members, prospects and internal clients
- A result driven, focused, energetic, motivated and determined
- Basic Excel skills for reporting
- Working to deadlines
- Knowledge of customer service principles and practices
Desirable
- In-depth understanding and ability to perform all BACS related functions
CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to. #J-18808-Ljbffr
Healthy Pet Club - Customer Service and Sales Administrator employer: Opportunities available across the UK
Contact Detail:
Opportunities available across the UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Healthy Pet Club - Customer Service and Sales Administrator
✨Tip Number 1
Familiarise yourself with the Healthy Pet Club's services and benefits. Understanding what makes the membership valuable will help you communicate effectively with potential members and answer their queries confidently.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role involves a lot of direct interaction with clients, being able to convey information clearly and persuasively is crucial for success.
✨Tip Number 3
Get comfortable with basic data management. As you'll be handling membership records, being organised and efficient in managing data will set you apart from other candidates.
✨Tip Number 4
Show your passion for pets and customer service during any interviews or discussions. Demonstrating genuine enthusiasm for the role and the company's mission can make a significant impact on your application.
We think you need these skills to ace Healthy Pet Club - Customer Service and Sales Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and sales. Emphasise any roles where you've had to resolve queries or complaints, as well as your ability to communicate effectively with clients.
Craft a Compelling Cover Letter: In your cover letter, express your passion for animal welfare and how it aligns with the mission of the Healthy Pet Club. Mention specific skills that make you a great fit for the role, such as your persuasive communication abilities and experience in maintaining accurate records.
Showcase Relevant Skills: Highlight your computer literacy and any experience with data entry or BACS functions. Mention your adaptability and ability to work independently, as these are key traits for this remote position.
Prepare for Potential Questions: Think about how you would handle common customer service scenarios, such as dealing with a dissatisfied member or persuading a prospect to join the Healthy Pet Club. Be ready to share examples from your past experiences that demonstrate your problem-solving skills.
How to prepare for a job interview at Opportunities available across the UK
✨Show Your Passion for Pets
Make sure to express your love for animals during the interview. CVS Group plc values individuals who are passionate about pets, so share any relevant experiences you have with animals or how you've contributed to their wellbeing.
✨Demonstrate Excellent Communication Skills
As a Customer Service & Sales Administrator, you'll need to communicate effectively. Practice articulating your thoughts clearly and confidently, both verbally and in writing, as this will be crucial in your role.
✨Prepare for Common Customer Scenarios
Think about potential customer queries or complaints you might encounter in this role. Prepare responses that showcase your problem-solving skills and ability to maintain a positive attitude while resolving issues.
✨Highlight Your Sales Experience
Since part of the role involves selling HPC memberships, be ready to discuss any previous sales experience you have. Share specific examples of how you've successfully persuaded customers or increased sales in past positions.