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- Tasks: Lead a team to deliver exceptional customer service for pets and their owners.
- Company: Join The Pet Vet Waltham Forest, a friendly, family-owned veterinary group.
- Benefits: Enjoy profit share bonuses, surgery discounts, and long service recognition.
- Why this job: Be part of a passionate team dedicated to providing top-notch care and customer experience.
- Qualifications: Management experience in service/hospitality is preferred; customer service skills are essential.
- Other info: Experience a modern, deskless reception and continuous professional development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
We’re on the lookout for a Customer Experience Manager to join us at The Pet Vet Waltham Forest on a full time basis! This is a fantastic opportunity to join our friendly, well-established team, dedicated to consistently wowing our customers by delivering exceptional customer service.
What we’re looking for
We’re looking for a customer service superstar who can lead our team of Customer Experience Coordinators in creating a positive, welcoming, friendly, and efficient environment for customers and their pets. Ideally, you’ll already have management experience in the service/hospitality industry.
Our Customer Experience team are often our customers’ first point of contact; the first faces they see when they walk into reception, and the voice down the end of the phone when they ring us. This puts our Customer Experience team in a great position to deliver a fabulous, long-lasting impression!
To truly excel in your new role, we’ll ensure you receive the very best training. You’ll be able to take full advantage of our CPD for veterinary reception teams, provided through the BVRA (British Veterinary Receptionist Association).
We’ve recently adopted a deskless reception! We’re looking for someone who can lead by example, confidently approaching customers as they walk into our surgery, guiding them to take a seat in our designated dog and cat seating areas, offering refreshments, and completing their check-in and check-out process on a tablet. You’ll also have the opportunity to upsell products and services to customers, such as the benefits of being registered with our Pet Health Plan. By being proactive, approachable, and helpful, you’ll set the tone for the 5-star customer service we aspire for our Customer Experience teams to consistently deliver.
To attract and retain the best in the business, we offer a great range of benefits, including:
- Profit share bonus
- Long service recognition
- Income protection
- Surgery discounts
A little more about us at The Pet Vet Waltham Forest
Everyone receives a warm welcome from our team at The Pet Vet Waltham Forest! We’re all passionate about providing the very best care to every pet that comes through our doors, day and night. To ensure the care we’re offering is the absolute best, we’re constantly working on new initiatives to support skill gaps, and we make sure CPD is continuous and happening across all levels in our surgery. Our clinical team members have either achieved or are working towards various certificates, including imaging, surgery, and small animal medicine. Our Head Nurse Megan has her ISFM Feline Medicine certificate, and this year we were awarded cat-friendly clinic status. We’ve recently enjoyed a surgery glow up, and we’re thoroughly enjoying welcoming customers back into our new-look surgery!
Being part of The Pet Vet family
We’re part of the UK’s largest, independent, family-owned veterinary group with a nationwide presence. We offer exceptional care in the local communities we serve, helping pets to live long, happy, and healthy lives with their families.
Our state-of-the-art surgeries are purpose-built, light, spacious, and equipped with the latest technology. We’re committed to creating an environment that offers exceptional clinical care and where our colleagues love to work, our patients are calm, and our customers feel assured.
We’re continually investing in developing our growing team, and there’s never been a better time to join us!
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Customer Experience Manager employer: The Pet Vet
Contact Detail:
The Pet Vet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarize yourself with the latest trends in customer service, especially in the veterinary field. Understanding what makes a great customer experience in this industry will help you stand out as a candidate who is genuinely passionate about the role.
✨Tip Number 2
Showcase your leadership skills by discussing specific examples of how you've successfully managed teams in previous roles. Highlighting your ability to create a positive and efficient environment will resonate well with the hiring team.
✨Tip Number 3
Be prepared to discuss how you would implement training initiatives for your team. Since The Pet Vet emphasizes continuous professional development, demonstrating your commitment to staff training and development will be a big plus.
✨Tip Number 4
Research The Pet Vet Waltham Forest and their recent initiatives, such as the deskless reception. Being knowledgeable about their operations and expressing enthusiasm for their approach will show that you're genuinely interested in joining their team.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Manager position. Understand the key responsibilities and the qualities they are looking for in a candidate, such as management experience and customer service skills.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service and management. Use specific examples that demonstrate your ability to lead a team and create a positive customer experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention how you can contribute to The Pet Vet Waltham Forest's mission of delivering exceptional care and service.
Showcase Your Personality: In your application, let your personality shine through. The Pet Vet values a friendly and welcoming environment, so express your enthusiasm for working with pets and customers alike.
How to prepare for a job interview at The Pet Vet
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to create a positive experience for customers.
✨Demonstrate Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Highlight your management experience in the service or hospitality industry, and discuss how you motivate and inspire your team to achieve high standards of customer care.
✨Familiarize Yourself with the Company
Research The Pet Vet Waltham Forest and understand their values, mission, and recent initiatives. This will help you align your answers with their goals and show that you're genuinely interested in being part of their team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare examples of how you've successfully managed customer complaints or improved customer satisfaction in previous roles.
