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Alchemy Personnel Limited
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Bristol, Bristol
Customer Experience Manager
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Salary: £24,000 per annum |
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Overview
RGCCM2334| Customer Care Manager | Animal Care | Large Veterinary surgery in Bristol| Fulltime 40 hours | £24,000 per annum Bradshaw Bretton is looking to recruit a Customer Care Manager for their client's busy veterinary clinic in Bristol. As Customer Care Manager, you are a key lynchpin in the clinic – you see everything and everyone who comes through our doors. It is your responsibility to make the right decision for the customer to deliver ‘We do things differently to help more animals and their humans enjoy life together’. You are a natural ‘people person’ who loves animals and believes that only the best is good enough, for everyone. You truly care and believe in the difference the clinic can make to animals and their humans. You will need to have current or previous experience of working within a veterinary environment. It would be a great advantage if you also have drug administration experience. A Customer champion, you ensure that every customer receives gold standard service when they visit – from first impressions, cleanliness standards, reception team delivery and customer service to working effectively with the other clinic teams to reduce wait times and ensure a seamless journey. You will be responsible for leading the reception team – including coaching their professional development. Communication across the different teams within the clinic (Vet & Nurse) is high on your agenda – the smooth running of the clinic and overall Customer excellence delivery depends on your ability to make decisions quickly, fairly and effectively. You have a keen eye for detail and are skilled at planning and delegating work to be achieved, ensuring that the whole team can perform at its best, every day, for every animal. With a cool head, you can get to the heart of the matter quickly and sensitively – ensuring empathy is high priority for all you work with and meet. You are not easily flustered and can deal with a high workload of varied and interconnected tasks. This level-head extends to situations where things may not go exactly to plan; you are pragmatic, fair and a keen listener. You take pride in taking ownership and responsibility and are comfortable holding others to account, you have high standards and enjoy working with others to develop ways of working to achieve success. Measurements of Success: (to be set for each individual, based on clinic) • Delivering Customer excellence for all animals and their humans visiting the clinic • 4.5 reviews via Trustpilot and Facebook, replies within 48 hours • % compliant for parasiticide treatments (increase) • % complaint for vaccination course completions (increase) • % phone calls unanswered (reduce) • C1:C2 ratios • X debtors • 50 new sign ups to PHP per month • Ops cancellation rate • Yammer % of team signed up on engaging on Yammer • Team vacancy and retention rates • Team NPS level • Clinic Wait times Skills sought: • Previous Customer Service experience for at least two years • Leadership experience – comfortable operating as part of a clinical leadership team and experience of managing teams • Commercial acumen; experience of working with a P&L and managing costs • Digital native • Familiarity with Excel and office applications are a must. • An understanding of relational databases • Project management skills – this is a fast-paced role and the successful candidate will be able to work on multiple projects simultaneously, delivering a consistently high standard of accuracy By submitting your CV to Bradshaw Bretton you are consenting to Bradshaw Bretton providing you with recruitment services as an agency defined under the Employment Agencies Act 1973 and authorising Bradshaw Bretton to work seek on your behalf. You are consenting to your CV being forwarded to clients via electronic mail. You are also giving your consent to your personal data being included on a computerised database and its use in order to secure employment. Unfortunately, due to the high volume of applications we receive per vacancy, we are unable to respond to every candidate personally and so if you have not heard back from us within 14 days, please consider your application unsuccessful. This job was originally posted as www.totaljobs.com/job/89828552