Customer Care Reading, England
Job description
At Bruce’s we unleash happiness and enrich dogs’ lives. Founded in 2008, we have become the UK’s recognised leader in a sector that is experiencing exponential growth and have an opportunity at our Wellington Country Park site for a Customer Care Administrator!
Our founder, Bruce Casalis, sits on the board of directors for the Pet Industry Federation and has acted as an advisor for the likes of DEFRA, Dogs Trust and RSPCA.
We’re fluent in dog. We go beyond ‘woof’ to a deep understanding of what makes each tail wag. We’re always striving to learn more about dogs and to care for them better. Our expertise means that we allow dogs to be dogs, and everything we do is dog-first. Dogs are our moral compass.
Our centres are divided into classes based on size and play style such as Agility Adventures, featuring agility obstacles to unlock the doggy senses and Curiosity Corner with a sensory zone and open spaces to run and play with canine companions.
Purpose:
The role of our Customer Care is to make sure we are providing outstanding customer service and communication to our customers. This varies from telling owners all about their dogs first day with us to updating them on their behaviour and facilitating owner requests and queries.
We are looking for someone who is super organised with impeccable time management skills and who can maintain a tidy working environment.
Being based in a busy reception means that daily tasks need completing while ad-hoc phone calls and visitors come in without notice.
The role is based on site so it is preferable you are based within 10 miles because as a small business we often rely on intermittent support for other areas of the business.
There will be the occasional need to travel to our other centres.
It is essential that you are well presented, have a great phone manner and be a fluent English speaker that is excited by the prospect of working in a doggy business.
The role is to make sure we are providing outstanding customer service and is a Monday to Friday role.
Key Responsibilities:
- Manage customer bookings via phone, email and BDDC software to the highest quality
- Greeting customers and checking their dogs in and out and ensure all notes are up to date with customer interactions
- First point of contact for customers including enquiries and complaints. Manage these to ensure customer satisfaction is maintained.
- Post weekly dog diaries online and review the photo tracker weekly with the Manager
- Ensure bookings are made in accordance with capacity levels and staff-to-dog ratios with a specific focus on ad hoc bookings
- Ensure high customer service and satisfaction standards are maintained
- Photos – upload photos to BDDC software, assist with tagging, and send notifications
- Manage schedules and ensure daily doggy schedules are printed and ready inside field folders
- Ensure reception is maintained in a clean, professional and exemplary manner including all stationary, dog boarding kit and food, spare keys and all other sundry items are stored neatly
- Resolve day-to-day logistics issues with bookings, vans, staff and operations that arise.
- Answering emergency phone calls, including out of hours.
- Conducting face to face, virtual and telephone customer meetings as well asd checking in with customers over their first 3 months
- Customer events admin support
- Allocating boarding requests to the team
Key Requirements:
- Have an excellent telephone manner and customer facing experience
- Strong IT skills
- Enthusiastic and self-motivated
- Educated to A Level standard or equivalent
- Able to work effectively at a busy pace
- Must be organised
- Dog knowledge and experience are a huge plus!
What you get in return
- Lots of dogs to play with and cuddle!
- Membership to LifeWorks, the world’s largest employee assistance programme
- Membership to Bravo Benefits our benefits platform to include cycle to work, retail discounts and loads more
- Subsidised uniform eg quality Welly Boots
- Working in an idyllic, rural location
- Ongoing development
- Pension contributions
Job Type: Full-time
Salary: £23,000.00 per year
Benefits:
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Reading, RG7 1SP: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
