* 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.