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Overall purpose:

Our Customer Experience Co-ordinator is responsible for creating a positive, welcoming, friendly and efficient environment for The Pet Vet customers and their pets; and in doing so, driving excellence in customer service and patient care. There's a real opportunity here to take a proactive role which will have a direct correlation with the revenue of our surgery.

We're currently hiring for 2 new Customer Experience Co-ordinator roles to support our growing practice - this position in a full-time capacity, and also a part-time role, too.

Our Lincoln practice is purpose-build with brand new, modern facilities and the very latest equipment to support our teams in delivering the very best clinical care. You'll work as part of our supportive, friendly team who will make you feel welcome in to time at all. You might have even seen our Head Vet Sam on TV recently as he featured on a recent episode of 'Dogs Behaving (Very) Badly'!

To truly smash it out of the park in your new role, we'll make sure you receive the very best training. You'll be able to take full advantage of our CPD for veterinary reception teams, provided through the BVRA (British Veterinary Receptionist Association). There are also lots of other benefits to working with us, including up to 50% discount on vet bills!

Interested? Read on to find out more!

About us:

We’re part of the UK’s largest, independent, family-owned veterinary group with a nationwide presence. We offer exceptional care in the local communities we serve, helping pets to live long, happy and healthy lives with their families.

Our state-of-the-art surgeries are purpose-built, light and spacious and equipped with the latest technology. We’re committed to creating an environment that offers exceptional clinical care and where our colleagues love to work, our patients are calm and our customers feel assured.

We’re continually investing in developing our growing team and there's never been a better time to join us!

To attract and retain the best talent in the sector, we offer market-leading salaries and an extensive range of benefits.

Duties and responsibilities

People

• Collaborate in a positive and professional manner with the whole surgery team to ensure the best customer and patient care whilst adhering to The Pet Vet Practice Procedures Manual.
• Take direction from the Customer Experience Manager.
• Demonstrate flexibility to share daily tasks and responsibilities among the Customer Experience Co-ordinator team.
• Help to organise fundraising and promotional activity at the surgery.

Operations

• Open and close the surgery efficiently, mindful of any customers requiring assistance before official opening and after official closing times.
• Ensure reception and seating areas are clean, tidy and welcoming.
• Ensure personal hygiene equipment in reception (e.g. hand sanitizers, wipes, masks) is well stocked.
• Maintain a good and varied source of information in the reception and seating areas:
  • Leaflets up to date and fully stocked
  • Posters up to date and in good condition
  • Signs and notices up to date and in good condition
  • Price boards are up to date and in good condition
  • Video screens in operation throughout surgery opening times
• Using the triage guidelines and daily diary structure, book appointments at the most convenient time for the customers, whilst also ensuring that the surgery can accommodate the demand.
• Use the practice management software for:
  • Booking appointments
  • Registering new customers
  • Processing payments
  • Updating customer records
  • Updating diary notes
• Looking 3 days ahead, proactively fill vacant appointment slots.
• Ensure follow-up appointments are booked.
• Ensure all invoices are approved by surgery closing time.
• Actively manage customer waiting times.
• Take a minimum of 50% payment for surgical appointments, at time of booking.
• Take all outstanding payments at the time of appointment, including medication and other products sold at surgery.
• Complete cashing-up and banking at the end of every day, investigating and resolving variances.
• Ensure that necessary paper work is completed and scanned accurately and timely.
• Receive deliveries.
• Issue pre-booked prescriptions
• Perform weekly fire alarm test.

• Reconcile petty cash, investigating and reporting any variance.
• Provide charity invoices in a timely manner.
• Conduct other reception /customer-facing admin duties as required.

Customer

• Answer incoming calls as a priority, responding to queries where possible and taking messages and directing calls to other surgery colleagues only if the reason for the call cannot be answered directly.
• Welcome customers and their pets to the surgery in a friendly and courteous manner.
• Ensure pets are weighed on arrival, recording the details on their clinical records.
• Engage with customers during their visit, efficiently dealing with their appointments and queries; creating friendly banter about their pets; offering refreshments and proactively sharing details of the breadth of products and services available.
• Sensitively handle emergency cases and euthanasia appointments on arrival, by keeping customers and patients at ease before the arrival of the Vet.
• Proactively discuss the benefits of The Pet Vet's Pet Health Plan and register customers onto the scheme.
• Obtain testimonials and photographs from customers that are delighted with their experience, encouraging them to leave a Google review or Facebook post.
• Deal with difficult customers in a professional and courteous manner.
• Co-ordinate sympathy cards.
• Create and distribute information packs, relevant to the customer and pet.

Strategic Activity

• Supporting the Leadership Team in promoting the strategic plan and the values of The Pet Vet.
• Demonstrating a commitment to continuous improvement.
• Special projects as agreed with the Managing Director.

KPIs

• Vet turnover
• Personal turnover
• % registered customers with email addresses
• Google rating / Trustpilot rating

Behaviours

The role requires flexibility and the willingness to provide cover for absences and weekends, if required, which may include working at other The Pet Vet surgeries.

The role requires a commitment to proactively developing your own skills.

The Customer Experience Co-ordinator must adhere to health & safety guidelines.

There is a requirement for the role to undertake other reasonable duties as required.

This role requires strong skills in communication, organisation, team working and attention to detail.

The post holder must demonstrate empathy, kindness and compassion, whilst also being calm and confident under pressure.

Working conditions

The role is based in a fast-paced environment. Hours will be undertaken on a rota basis and will include evening and weekend working.

This role will be predominately desk based with significant VDU usage.

Direct reports

None