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- Tasks: Support the Customer Experience Manager in leading a friendly and efficient team for customers and their pets.
- Company: Join the UK's largest independent, family-owned veterinary group.
- Benefits: Profit share bonus, long service recognition, income protection, and surgery discounts.
- Why this job: Be the face of exceptional customer service and make a real impact in pet care.
- Qualifications: Experience in service/hospitality and a passion for customer engagement.
- Other info: Dynamic role with opportunities for social media creativity and career growth.
The predicted salary is between 28800 - 43200 £ per year.
Customer Experience Team Responsibilities
- A customer service superstar. We are looking for someone who can support our Customer Experience Manager in leading our team of Customer Experience Coordinators in creating a really positive, welcoming, friendly and efficient environment for customers and their pets. Ideally, you will already have some experience in the service/hospitality industry.
- Deliver a brilliant first impression. 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.
- Be the best at what you do. To truly excel in your new role, we will ensure you receive the very best training. You will be able to take full advantage of our CPD for veterinary reception teams, provided through the BVRA (British Veterinary Receptionist Association).
- Deliver an experience our customers can’t wait to tell their friends & family about. We are looking for someone who can set a great example, confidently approaching customers as they walk into our deskless reception areas, 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 will also have the opportunity to upsell products and services to the customer, such as the benefits of being registered with our Pet Health Plan. By being proactive, approachable and helpful, you will set the tone for the 5-star customer service we aspire for our Customer Experience teams to consistently deliver.
- A social superstar! It’s not just about delivering great service to our existing customers. We are looking for someone who is proactive and full of great ideas to help us extend our reach and drive higher footfall into our surgery! Tying in with this, you will post regularly to our local social media accounts, sharing varied local content (engaging, informative, funny) to capture the hearts and minds of pet owners in our local area. You will have an eye for what content performs well on social, and be proactive in gathering this content with the permission of our customers. We are looking for someone who can motivate our colleagues and get them excited about participating in content for social, as well as someone who has experience editing short-form video content such as reels, using trending audio and keeping up to date with the latest social trends.
Benefits
- Profit share bonus
- Long service recognition
- Income protection
- Surgery discounts
About The Pet Vet
We are 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 and spacious and equipped with the latest technology. We are 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 are continually investing in developing our growing team and there has never been a better time to join us!
Deputy 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 Deputy Customer Experience Manager
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on The Pet Vet. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about creating a positive experience for customers and their pets, think of examples from your past where you've gone above and beyond. Be ready to share these stories during your interview to showcase your expertise.
✨Tip Number 3
Show off your social media savvy! As a Deputy Customer Experience Manager, you'll need to engage with the community online. Bring examples of your previous social media work or ideas for content that could attract pet owners. This will demonstrate your proactive approach and creativity.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re keen on joining our team at The Pet Vet. So, get your application in and let’s make some magic happen!
We think you need these skills to ace Deputy Customer Experience Manager
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any experience you have in customer service or hospitality. We want to see how you've created positive experiences for customers in the past, so share specific examples that showcase your skills!
Be Personable and Approachable: In your application, let your personality shine through! We’re looking for someone who can connect with customers easily, so don’t be afraid to show us your friendly side and how you’d make a great first impression.
Demonstrate Your Social Media Savvy: Since we’re keen on extending our reach through social media, mention any relevant experience you have with creating engaging content. Share your ideas on how you could help us connect with pet owners in our community!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at The Pet Vet
✨Know Your Customer Experience
Before the interview, brush up on your knowledge of customer experience best practices. Think about how you can create a welcoming environment for customers and their pets. Be ready to share specific examples from your past experiences in the service or hospitality industry that demonstrate your ability to deliver exceptional service.
✨Show Off Your Social Media Savvy
Since the role involves engaging with customers through social media, come prepared with ideas for content that could resonate with pet owners. Think about local events, funny pet stories, or tips for pet care. This will show your proactive nature and creativity, which are key for this position.
✨Demonstrate Leadership Skills
As a Deputy Customer Experience Manager, you'll be supporting the team. Prepare to discuss how you've motivated colleagues in the past or led a project. Share examples of how you’ve set a positive example in previous roles, especially in high-pressure situations.
✨Practice Your Upselling Techniques
Upselling is part of the role, so think about how you would approach customers to inform them about products like the Pet Health Plan. Prepare a few scenarios where you successfully upsold a product or service in your previous jobs, focusing on how you made the customer feel valued and informed.
