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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 DoingOur 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:
A Different Kind of ReceptionWe’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
Benefits To attract and retain the best in the business, we offer a great range of benefits, including:
