Head of Client Experience – Willows, Solihull

Be part of one of the UKs leading small animal referral centres!

This is no ordinary job and we are no ordinary organisation!

As a world leading small animal Veterinary Hospital and Referral Centre Willows has a reputation for providing the highest possible levels of patient care. With internationally renowned Veterinary Specialists supported by dedicated nursing and leading-edge technology our team deliver outstanding clinical expertise and a gold standard experience for both our pet owners and referring vet surgeons.

An exciting opportunity has arisen for an experienced individual to join our team as Head of Client Experience at our stunning state of the art veterinary hospital located in Shirley, Solihull.

If you are looking for a fast paced and dynamic role, then look no further! As Head of Client Experience, you will be responsible for:

  • The overall client experience strategy and delivery from start to finish for clients and primary care vets who refer to us
  • Proactively identifying opportunities to improve the client experience at every touch point
  • Proactively managing any client complaints through to a swift positive outcome
  • Strategic direction, strong leadership, coaching and day to day operational management of the reception team encompassing front of house, telephone and digital contact centre to deliver an outstanding client experience.
  • Consistent delivery of Key Excellence Indicators including budget management.

Why Willows?
Our philosophy is very much one of friendly co-operation between all members of the team with a collaborative culture between our clinicians, clinical support services, and client experience teams. Willows is proud to be accredited by Investors in People at the extended Silver level, and we are dedicated to providing excellent working conditions, care and support for all of our 190+ personnel.

Professional Perks:

  • Competitive salary
    25 days annual leave (plus bank holidays)
    Birthday leave
    Structured in-house teaching, supervision and support
    Generous CPD allowance
    Company pension scheme
    Wellbeing and Employee Assist programme
    Access to our well-being and relaxation suite
    Unbeatable learning environment
    Stunning state-of-the-art purpose-built facilities.

Find Out More

If you would like to find out more about the Head of Client Experience please contact:

Tinderjit Khatkar, Head of Team Experience : Tinderjit.khatkar@willows.uk.net

or call 0121 712 7070

For the full job description, please click here.

To Apply

To apply for the position please include a covering letter of intent and your current CV to Tinderjit Khatkar: careers@willows.uk.net or via post to:

Willows Veterinary Centre and Referral Service
Highlands Road, Shirley
Solihull, West Midlands, B90 4NH.

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