We're a small, fast-paced, fast-growing company that helps our clients (veterinary practices) manage pet healthcare plans on behalf of their customers.
Working from our open-plan office in Bournemouth, we help veterinary practice owners double (or even triple) their recurring revenue.
Our relentless focus is on Making Life Easier.
Our online portal helps vets manage their healthcare plans and collect recurring payments from their clients in a way that had never previously been done.
Our industry-leading software platform serves businesses and their customers throughout the UK and Ireland.
We are a subsidiary of a large global leader in veterinary care.
Our clients are vet practices and their customers.
We are looking for someone to be part of our team as a 1st Line Customer Success Champion.
Your responsibilities will include: · Being part of the 1st line call group, answering inbound calls from clients.
· Being part of the 1st line in Freshdesk to answer inbound emails / tickets.
· Processing the daily IVC Pet Health Club transfers.
· Making outbound calls to check in with clients on a regular basis to see if they are happy with our service and offer support where necessary to ensure their healthcare plan grows.
· Managing healthcare plan price changes for practices – this will include bespoke letters and emails if required.
· Onboarding our new clients – this will include sending contracts, setting them up in the system and all admin/communication involved with onboarding a new client.
· Updating internal and external training resources where required.
· Managing the outputs from our customer feedback responses.
· Ensuring system alerts are processed within an hour of them being added to the site.
· Make changes to creditors' plans and set-up when required.
Requirements About you: You are a strong team player with a friendly and approachable nature. You have a confident telephone manner and a passion for delivering first class customer service.
Competencies: Excellent IT skills, including a good knowledge of Excel.
A fast learner A team player, able to take on additional responsibilities where necessary.
Problem solver Outstanding communication skills, both written and verbal An eye for detail Able to work with multiple systems at once.
Flexibility to work from 8.30am some days and finish at 6pm some days.
Highly desirable Experience in an office customer services environment.
Experience of working with data.
Experience in the veterinary industry.
About Our office is based in Bournemouth.
The hours are 37.5 hours a week, between the hours of 8:30 am to 6pm, Monday to Saturday.
Benefits Highly competitive salary.
Companywide annual bonus scheme.
Annual performance related pay review.
25 days holiday per year (plus bank holidays).
Free parking.