Overview

LONDON – Our clients are seeking a Customer Care Manager to lead the reception team at their friendly London practice.
As Customer Care Manager, you are a key lynchpin in the clinic you see everything and everyone who comes through their doors. It is your responsibility to make the right decision for the customer to deliver on our purpose of ‘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 you and the practice can make to animals and their humans.
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.
Skills sought by our client are:

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

If you are interested and feel that you have the qualities to suit this role, contact us today on 0115 9681515.

Job Ref: 19-00988

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