We’re on the lookout for a Customer Experience Manager to join us at our brand-new surgery in Feltham on a full-time basis. This is a fantastic opportunity to build a whole new surgery from the start, ensuring the team are dedicated to consistently wowing our customers by delivering exceptional service.
We’re looking for a customer service superstar who can lead and inspire our team of Customer Experience Coordinators, creating a positive, welcoming, and efficient environment for both customers and their pets. Ideally, you’ll bring management experience from a service-led or hospitality environment.
What You’ll Be Doing
Our Customer Experience team are often the first point of contact for our customers — the first faces they see when they walk through the door and the voice at the end of the phone. This puts you in a unique position to shape every first impression and ensure it’s a lasting one.
As Customer Experience Manager, you will:
- Lead, coach, and develop the Customer Experience team
- Set the standard for a warm, friendly, and professional customer journey
- Manage day-to-day front-of-house operations
- Handle customer feedback and continuously improve service delivery
- Drive a culture of proactive, high-quality customer engagement
- Support the promotion of products and services, including our Pet Health Plan
A Different Kind of Reception
We’ve adopted a deskless reception model — meaning no barriers between our team and our customers. You’ll lead by example, confidently greeting customers as they arrive, guiding them to our designated dog and cat seating areas, offering refreshments, and completing check-in and check-out via tablet.
By being proactive, approachable, and attentive, you’ll set the tone for the 5-star service we strive to deliver every day.
Training & Development
We’re committed to helping you succeed. You’ll receive excellent training and have access to ongoing CPD for veterinary reception teams through the British Veterinary Receptionist Association (BVRA).
About You
- Proven experience in a customer-facing leadership role
- Background in hospitality, retail, or service environments (veterinary experience desirable but not essential)
- Passionate about delivering outstanding customer service
- Confident communicator with strong interpersonal skills
- Proactive, organised, and able to lead by example
Benefits
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
- Compassionate leave
- Surgery discounts
Customer Experience Manager in Feltham employer: The Pet Vet
At The Pet Vet Lincoln, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment for our Veterinary Surgeons. With a focus on employee wellbeing, we provide a comprehensive benefits package, including enhanced maternity and paternity pay, CPD allowances, and internal leadership training, all within a modern, purpose-built practice equipped with the latest technology. Our friendly team is dedicated to professional growth and community engagement, making it a rewarding place to advance your career while making a real difference in the lives of pets and their families.
