At a Glance
- Tasks: Lead reception teams, ensuring excellent customer service and a welcoming environment for clients and pets.
- Company: Join PDSA, a century-old charity dedicated to providing veterinary care for those in need.
- Benefits: Enjoy 25 days holiday, a supportive culture, and the chance to make a real difference.
- Other info: Flexible working across two sites with opportunities for personal growth.
- Why this job: Be part of a passionate team creating positive change for pets and their owners.
- Qualifications: Experience in team management and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Make a difference every day with PDSA.
Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship. We are now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we will build a stronger organisation to ensure our services help those who need us most for the next hundred years. If you are ready to make a real difference and be part of a team that is creating positive change, we want you to join us.
We are looking for a Client Services Manager to lead our reception teams across two PDSA sites:
- Edmonton Green (N9 9AA) - 3 days per week
- Hendon (NW4 4JU) - 2 days per week
This role involves regular travel between both locations, so flexibility and confidence working across multiple sites is essential. You will manage a team of 10 receptionists who provide cover 7 days a week, ensuring high standards of customer service are delivered consistently, both in person and remotely. This is a diverse, hands-on role where you will shape the client experience, support your team, and make sure every visitor feels welcomed, listened to and supported. Alongside line management, you will also take responsibility for key health and safety tasks, helping to maintain a safe, compliant and well-organised environment for colleagues, clients and pets.
Your responsibilities will include:
- Leading and developing the reception team across two sites
- Managing staff both in person and remotely
- Maintaining excellent customer service standards
- Handling and resolving client issues confidently and professionally
- Improving the client journey and communication processes
- Overseeing client-facing administration and risk assurance
- Managing health and safety responsibilities within the hospitals
- Building positive relationships within the local community
You will work closely with clinical colleagues to ensure our hospitals run smoothly, compassionately and efficiently.
We are looking for a confident, empathetic leader who thrives in a busy, client-facing environment and can handle challenges calmly and professionally. You will bring:
- Experience managing teams in a busy customer-focused setting
- Confidence leading people both in person and remotely
- Strong problem-solving and communication skills
- The ability to deal with a wide range of client situations
- Good IT skills, including Microsoft Office
- Excellent organisation and attention to detail
- Experience in a veterinary environment is desirable but not essential; full training will be provided.
Most importantly, you will share our values and passion for supporting people and pets when they need us most.
We are really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them. As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including: 25 days holiday plus.
Client Services Manager in England employer: PDSA
PDSA is an exceptional employer dedicated to making a meaningful impact in the lives of people and their pets. With a collaborative and supportive work culture, employees are encouraged to bring their individuality and passion for animal welfare to the forefront. The role of Client Services Manager offers not only the chance to lead a dynamic team across two locations but also provides extensive training, generous holiday allowances, and the opportunity to contribute to a vital cause that has been at the heart of the community for over a century.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PDSA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PDSA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services Manager in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PDSA:Your cover letter is your chance to shine! Tell us why you want to work at PDSA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PDSA!
How to prepare for a job interview at PDSA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
