Head of Service Management

Service Manager

The Service Manager at Hannah Pet Hospital is responsible for ensuring an exceptional Member experience from the moment Members enter the hospital until they leave. This role involves managing the front desk team, overseeing client communications, and ensuring that the overall Member service processes are efficient and effective. The ideal candidate will have excellent interpersonal skills, a passion for Pet care, and experience in customer service management.
Oversee the front desk operations, including appointment scheduling, Member check-in/check-out, and managing phone calls.
Implement customer service protocols and standards to enhance the Member experience.
Lead, train, and motivate the customer service team, ensuring high levels of performance and job satisfaction.
Conduct regular team meetings to review performance, provide updates, and address any issues or concerns.
Manage staff scheduling to ensure adequate coverage during operating hours.
Manage and improve communication channels, including phone, email, and social media, to ensure timely and accurate responses to Member inquiries.
Handle escalated Member concerns or complaints, working towards resolution in a professional and empathetic manner.
Streamline Member service processes to improve efficiency and reduce wait times.
Utilize practice management software to maintain accurate records and appointment scheduling.
Minimum of 3 years of experience in a customer service management role, preferably in a veterinary or healthcare setting.
Strong leadership and team management skills.
Provide customer support via phone and electronic communications, inbound and outbound customer support.
Full-time position with flexible hours, including some evenings and weekends.