Job description


Client Experience Manager - Business Operations


We have an exciting opportunity for a Client Experience Manager which is a brand new position to support our Crematorium Division at CVS Group. We are looking for someone who is willing to champion the customer, drive positive client outcomes and lead change in all areas of the business that shape the client experience. You will be responsible for addressing customer complaints, formulating and reporting all points of customer engagement, identifying ways to improve services and drive continual improvements with a 'get your hands dirty, can do' attitude.


Key responsibilities and tasks:

  • Manage escalated complaints speaking to pet owners and veterinary clients to resolve issues
  • Define and establish customer service strategies and standards driving service consistency across the pet crematorium division.
  • Identify any gaps in business processes addressing issues to ensure the customer has a seamless experience.
  • Put in place processes and procedures to systemically improve the customer experience and the clients journey.
  • Identify opportunities to achieve positive outcomes in line with the division's strategy.
  • Collaborate with the division's senior management team to ensure a customer-centric approach.
  • Define and put in place complaints policy and procedures and ensure compliance.
  • Develop reporting procedures and set KPIs to report on service performance and complaints.
  • Assist in the recruitment, coaching and nurturing of the division's team of aftercare advisors to improve the client experience.
  • Manage and resolve customer complaints escalated from the division's veterinary clients.
  • Liaise with internal teams to investigate complaints thoroughly and problem solve.


Key skills and experience:

  • Excellent interpersonal skills and persuasive communicator
  • Proven customer service management experience
  • Demonstrable evidence of driving change and an attitude of continual improvement
  • Ability to think strategically and put policies and processes in place
  • A team player with leadership and coaching skills
  • A bachelor's degree in administration or a related field
  • Full and valid driver's license required
  • Willingness to travel and work from various locations across the UK
  • Proficient in all Microsoft applications and ability to learn company specific programmes


Location: Home-based with travel across the UK


Alongside a competitive salary and a company car/car allowance, we offer benefits including; up to 7 weeks holiday (with our buy/sell holiday scheme) + Bank Holidays; access to our industry leading sharesave scheme, enhanced maternity/paternity/adoption leave, heavily discounted pet healthcare, continued professional development and a range of flexible benefits such as Perkbox, GymFlex and Cycle to Work to suit your needs.


Would you like to join our team?

If so, please click apply now and we will be in contact with you shortly.

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Home based role (with travel)
Home based role, Home based role (with travel), United Kingdom
  • Salary:
    Attractive + Benefits
  • Practice:
    Business Operations
  • City:
    Home based role (with travel)
  • Job Type:
  • Employment Type:
  • Application Closing Date:
    13 December 2021
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