Customer Experience Manager

Were 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.

Were 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 youll bring management experience from a service-led or hospitality environment.

What Youll 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 its 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
Weve adopted a deskless reception model meaning no barriers between our team and our customers. Youll 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 youll set the tone for the 5-star service we strive to deliver every day.

Training & Development
Were committed to helping you succeed. Youll 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

Required Experience:

Manager