At a Glance
- Tasks: Lead and develop our customer service and Prescription-Only Medicines teams to enhance customer experience.
- Company: Join VetUK, a thriving online veterinary and pet retail business.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Full training provided; flexible hours during peak periods.
- Why this job: Make a real impact in the pet care industry while leading a passionate team.
- Qualifications: Experience in customer service management and familiarity with online retail is essential.
About VetUK
VetUK is a busy and established online veterinary and pet retail business, providing pet owners with a wide range of pet products, veterinary medicines and animal healthcare solutions.
We are committed to delivering a reliable, professional and customer-focused online shopping experience. As the business continues to grow, we are looking for an experienced Online Customer Success Manager to lead our customer service operation and oversee our Prescription-Only Medicines (POMs) team.
The Role
The Online Customer Success Manager will be responsible for the day-to-day leadership, performance and development of VetUK’s customer service and POMs teams.
This is a hands-on management role based at our Thirsk office, working five days per week. The successful candidate will ensure that customers receive prompt, accurate and compassionate support across all communication channels.
You will manage customer enquiries, complaints and escalations, monitor team workloads and service levels, and continually improve the customer journey. You will also oversee the POMs team, ensuring prescription-related enquiries and orders are handled accurately, efficiently and in line with VetUK’s internal procedures.
Previous experience in a customer service management role is essential. Experience within an online retail or ecommerce business is strongly preferred. A background in veterinary products, animal healthcare or veterinary medicines would be advantageous but is not essential.
Key Responsibilities
Customer Success and Service Management
- Lead, support and develop VetUK’s customer service team.
- Create a positive, accountable and customer-focused team environment.
- Oversee customer enquiries across email, telephone, live chat, social media and other digital channels.
- Ensure enquiries, complaints and escalations are handled professionally, accurately and within agreed response times.
- Take ownership of complex or sensitive customer cases and bring them to an appropriate resolution.
- Monitor ticket queues, workloads, staffing levels and service performance.
- Maintain appropriate customer service coverage during busy and peak trading periods.
- Establish, document and monitor customer service standards and service-level agreements.
- Develop and maintain customer service templates, processes and internal guidance.
- Ensure customers receive clear and accurate information regarding products, orders, deliveries, returns, refunds and prescriptions.
- Identify recurring customer issues and work with other departments to address their root causes.
- Represent the voice of the customer when contributing to business improvements and ecommerce projects.
POMs Team Management
- Manage and support the team responsible for processing Prescription-Only Medicine orders and enquiries.
- Ensure prescription-related work is processed accurately and efficiently.
- Monitor POMs workloads, order queues and outstanding customer requirements.
- Ensure the team follows VetUK’s internal processes, standard operating procedures and quality standards.
- Support the handling and escalation of complex prescription or veterinary medicine enquiries.
- Work closely with veterinary, pharmacy and operational colleagues where specialist input or approval is required.
- Ensure clear communication with customers regarding prescriptions, authorisations, order requirements and potential delays.
- Identify opportunities to improve the efficiency and accuracy of prescription-order processing.
- Support team training and maintain appropriate standards of knowledge and performance.
Systems, Reporting and Continuous Improvement
- Use Freshdesk, Zendesk or similar customer support platforms to manage tickets, workflows and communications.
- Configure and improve ticket allocation, automated responses, reporting and customer-service workflows.
- Monitor and report on key performance indicators, including:
- First-response time.
- Resolution time.
- Customer satisfaction.
- Ticket volume.
- First-contact resolution.
- Complaint outcomes.
- Ticket and order backlogs.
- Produce regular reports and updates for the Head of Ecommerce.
- Use customer feedback and performance data to identify areas for improvement.
- Improve self-service resources, help-centre content and internal knowledge bases.
- Support the introduction of new systems, online tools and automation.
- Work collaboratively with ecommerce, warehouse, logistics, purchasing, marketing and other operational teams.
People Management
- Recruit, onboard, train and develop customer service and POMs team members.
- Conduct regular one-to-one meetings, team briefings and performance reviews.
- Set clear objectives and expectations for individuals and the wider team.
- Monitor quality, productivity, attendance and performance.
- Provide constructive coaching and address performance concerns appropriately.
- Identify training needs and create development plans.
- Encourage teamwork, accountability and continuous improvement.
Essential Experience and Skills
- Previous experience managing or supervising a customer service team.
- Experience working in a busy, high-volume customer service environment.
- Experience within an online retail, ecommerce or multichannel business.
- Experience using Freshdesk, Zendesk or a comparable customer support platform.
- A proven ability to lead, motivate and develop a team.
- Experience managing complaints, escalations and sensitive customer situations.
- Strong written and verbal communication skills.
- Excellent organisational and workload-management skills.
- The ability to prioritise effectively in a fast-paced environment.
- A calm, professional and solutions-focused approach.
- Experience monitoring customer service performance and producing management reports.
- A good understanding of customer service metrics and service-level agreements.
- Confidence using digital systems, reporting tools and online communication platforms.
- Strong attention to detail and a commitment to accuracy.
- The ability to work collaboratively with colleagues across different departments.
Desirable Experience
- Experience working with veterinary products, veterinary medicines or animal healthcare products.
- Experience within the veterinary, pharmacy, healthcare or pet retail sectors.
- Experience managing a prescription-processing or regulated-products team.
- Knowledge of veterinary product terminology.
- Experience developing help centres, knowledge bases, automated responses or chatbot workflows.
- Experience managing customer service during seasonal peaks or periods of rapid growth.
- A genuine interest in pets, animal health and animal welfare.
A veterinary product background is desirable but not essential. Full training on VetUK’s products, systems and internal procedures will be provided.
Personal Qualities
The successful candidate will be:
- Customer-focused and empathetic.
- A confident, fair and supportive people manager.
- Highly organised and attentive to detail.
- Comfortable taking ownership and making decisions.
- Resilient and composed under pressure.
- Proactive in identifying and resolving problems.
- Commercially aware and results-oriented.
- Open to new technology, systems and ways of working.
- Passionate about delivering an excellent experience for customers and colleagues.
Key Measures of Success
Performance in the role may be measured through:
- Customer satisfaction scores.
- First-response and resolution times.
- First-contact resolution rates.
- Complaint volumes and outcomes.
- Ticket backlog and service-level performance.
- Accuracy and efficiency of POMs order processing.
- Quality assurance results.
- Team productivity, engagement, attendance and retention.
- Improvements to customer service and prescription-processing procedures.
- Reductions in recurring customer issues.
- Customer feedback and online review trends.
Working Location and Hours
This is an office-based position at VetUK’s Thirsk office.
The role is full-time, working five days per week from 9:00am to 5:30pm, Monday to Friday.
Additional flexibility may occasionally be required during peak trading periods or to support business needs.
What VetUK Offers
- The opportunity to lead two important teams within a busy and established online pet retail business.
- A varied role with the ability to influence the customer journey and wider ecommerce operation.
- A supportive and collaborative working environment.
- Training on VetUK’s products, systems and procedures.
- Opportunities for professional development and progression.
- Salary £40-£45K depending on experience
How to Apply
Please submit your CV and a covering letter outlining:
- Your customer service management experience.
- Your experience within online retail or ecommerce.
- Your experience using customer support platforms such as Freshdesk or Zendesk.
- Any relevant experience with veterinary products, medicines, healthcare or pet retail.
- Why you would like to join VetUK.
VetUK is committed to creating an inclusive working environment and welcomes applications from candidates of all backgrounds.
Online Customer Success Manager in Thirsk employer: VetPartners
At Tay Valley Vets, we pride ourselves on fostering a supportive and collaborative work environment where your skills and wellbeing are our top priority. Located in the picturesque Perthshire, our practice not only offers excellent patient care but also encourages professional development with generous CPD allowances and a focus on work-life balance. Join our friendly team and enjoy a fulfilling career with ample opportunities for growth and a strong emphasis on employee wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Online Customer Success Manager in Thirsk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VetPartners. 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 VetPartners 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 Online Customer Success Manager in Thirsk
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 VetPartners:Your cover letter is your chance to shine! Tell us why you want to work at VetPartners 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 VetPartners!
How to prepare for a job interview at VetPartners
✨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.
