Deputy Customer Experience Manager

Deputy Customer Experience Manager

Location: Warrington

Department: Non-Clinical

Salary: £12.85 per hour

Hours: 40 (1 in 4 weekends)

Contract Type: Permanent

We’re on the lookout for a Deputy Customer Experience Manager to join us at The Pet Vet Warrington! This is a fantastic opportunity to join our friendly, well‑established team, dedicated to consistently wowing our customers by delivering exceptional customer service. This is a full time position, covering 1 in 4 weekends.

Responsibilities

• Customer Service Superstar – support the 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 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 – you’ll receive the very best training and 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 – set a great example, confidently approach customers as they walk into our deskless reception areas, guide them to take a seat in our designated dog and cat seating areas, offer refreshments and complete their check‑in and check‑out process on a tablet. You’ll also have the opportunity to upsell products and services to the customer, such as the benefits of being registered with our Pet Health Plan.
• Social superstar – proactive, full of great ideas to help extend our reach and drive higher footfall into our surgery. Post regularly to our local social media accounts, share varied local content (engaging, informative, funny) to capture the hearts and minds of pet owners in our local area, motivate colleagues, and edit short‑form video content such as reels using trending audio and staying up to date with the latest social trends.

Benefits

• Profit share bonus
• Long service recognition
• Income protection
• Compassionate leave
• Surgery discounts

About The Pet Vet

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 and 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!