Customer Experience Coordinator

Overview

We’re on the lookout for a Customer Experience Coordinator to join us at The Pet Vet Liverpool. This is a fantastic opportunity to join our friendly, well-established team, dedicated to consistently wowing our customers by delivering exceptional customer service.

We’re seeking a customer service superstar who can help create a really positive, welcoming, friendly and efficient environment for customers and their pets. We are looking for someone to join us on a fixed working pattern of Tuesday to Friday 2pm-7pm and Saturday 10am-3pm. Our Customer Experience Coordinators are often our customers’ first point of contact; the first faces they see when they walk into reception, and the voice down the end of the phone when they ring us.

This puts our CECs in a great position to deliver a fabulous, long-lasting impression.

We will provide the very best training, including CPD for veterinary reception teams provided through the BVRA (British Veterinary Receptionist Association).

We operate a deskless reception at The Pet Vet Liverpool. On arrival, customers and their pets are greeted by a member of the Customer Experience team. After being guided to their seat in our waiting area and offered refreshments, a Customer Experience Coordinator will sit with the customer and complete their check-in process on a tablet, and discuss services that may benefit them, such as Pet Health Plans.

After their appointment, our clinical team hand the customer back to our Customer Experience team, who complete the check-out process and ensure the customer has time to ask any questions they might have.

We’re looking for someone who is outgoing, proactive, confident and happy to support our customers in this way.

• Serve as the first point of contact for customers in reception and on the phone.
• Guide customers through the check-in process on a tablet and discuss applicable services (e.g., Pet Health Plans).
• Assist with the check-out process and address customer questions after appointments.
• Provide a welcoming, efficient, and friendly experience for customers and their pets.
• Collaborate with clinical and administrative teams to ensure smooth patient flow.

Fixed pattern:
Tuesday to Friday 2:00 pm – 7:00 pm and Saturday 10:00 am – 3:00 pm.

Receive comprehensive training and take advantage of CPD for veterinary reception teams provided through the BVRA (British Veterinary Receptionist Association).

• Profit share bonus
• Long service recognition
• Income protection
• Compassionate leave
• Surgery discounts

You’ll work in a purpose-built, spacious veterinary practice with excellent facilities and a team passionate about providing the best care to all animals, day and night. Our colleagues have a broad range of specialities and many are working towards certificates to enhance clinical skills and services. We continually work on new initiatives to support skill gaps, and CPD is continuous across all levels in our surgery.

Being part of The Pet Vet family: we’re part of the UK’s largest, independent, family-owned veterinary group with a nationwide presence. We offer exceptional care in local communities, helping pets 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 are committed to creating an environment that offers exceptional clinical care where colleagues love to work, patients are calm, and customers feel assured.

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