Customer Service Manager

Are you a natural leader with a passion for people and pets? We’re looking for an energetic, organised, and people-focused Customer Service Manager to be the heartbeat of our front-of-house team.

We have an exciting opportunity for a confident leader with strong people and management skills. To succeed in this role, you’ll need proven experience in a customer-facing managerial position, ideally within the retail sector. Your background in retail management will equip you with the expertise to coach, motivate, and support our reception team, while ensuring every client enjoys a smooth and positive experience. This is the perfect chance to bring together your leadership skills and passion for customer care, making sure every client and their pet feel genuinely welcomed, supported, and valued from the moment they arrive.

The role will consist of working 40 hours per week across a shift pattern, including a 1-4 weekend rota and working within the required cover from 8am-9pm.

About us :

We are a friendly large team who enjoy a close relationship with our clients. We focus on great customer care to help keep pets living as long, happy, and healthy lives as possible. Your focus will be to provide exceptional service to our clients and the best care to their pets, acting as a link between clients and the clinical team. Building strong relationships with clients, their pets, and the practice team will be critical to your success.

Your excellent client service will ensure customer satisfaction and encourage repeat visits. You will greet clients, offer support, guidance, and expertise, and manage payments and bookings confidently. You will assist with the day-to-day organisation and management of our reception team, ensuring high standards of customer service and contributing to the practice’s growth.

What your typical day will look like :

• Working closely with our Hospital Manager to ensure the front of house and pharmacy are fully staffed and efficient.
• Training colleagues to provide high-standard, professional customer service, reducing waiting times and improving communication.
• Challenging issues appropriately and identifying opportunities for growth.
• Providing feedback to colleagues and management to improve service and communication.
• Supporting rota planning and diary management, reviewing holiday requests, and communicating with the team.
• Maintaining cleanliness and presentability of reception, pharmacy, and phone areas.
• Proactively improving the client / patient journey, using feedback forums, reviews, and social media.
• Supporting hospital inspections and aiming for outstanding client care awards.
• Handling complaints via phone, in person, and in writing, serving as the first point of contact for team and clients.
• Maintaining product knowledge, upselling products, and advising clients as needed.
• Training the team on RX processes, call handling, and other procedures.
• Adhering to company policies and procedures.
• Offering emotional support to clients in sensitive situations, including bereavement support.
• Monitoring financial controls and KPIs to grow the business.
• Ensuring compliance with health and safety regulations.
• Leading the team to success, creating a positive work environment.
• Planning CPD sessions and team meetings.
• Communicating effectively daily to set the team up for success.
• Managing pharmacy stock levels and completing daily tasks.
• Supporting team efficiency and completing admin tasks.
• Conducting 8-weekly reviews and attending management meetings.
• Managing sickness calls and cover arrangements.

Benefits :

We offer a 20% discount at the Vet Group, Pets at Home, and the Groom Room, access to discounts and cashbacks, in-house career development, pension, holiday allowance, gym membership, private healthcare, birthday holiday, and more. Salary up to £35,000 depending on experience.

Location : NN5 5JW

We celebrate diversity and encourage applicants from all walks of life. Even if your skills don’t perfectly match the job description, we welcome your unique contributions. If you believe you can make a difference through your values and behaviors, we want to hear from you!

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