Customer Care Team Manager

Our dedicated Customer Care Team is at the forefront of everything we do at The Ralph. They are the friendly voice at the end of the telephone, the warm welcome as you visit the hospital and the bridge between our communities and our clinical team.

We want to expand our Customer Care Team with an experienced and enthusiastic Manager. Your role will be to oversee and manage the Customer Care Team to ensure we are providing the best possible experience for our clients, the services within the hospital and our referring veterinary practice community.


Responsibilities include, but are not limited to:

~ Line manage the Customer Care Team, ensuring the team provide high-quality standards of service
~ Implement internal processes and procedures to deliver continuous improvements
~ Monitor set Key Performance Indicators and Service Level Agreements, ensure team’s targets are consistently met
~ Compile accurate reports, analyse statistics and control resources to deliver an efficient and outstanding service
~ Identify knowledge gaps/training needs and work closely with the Hospital Director to ensure the team is supported
~ Act as a mentor to our Customer Care Team, helping them to resolve issues at the point of call where possible
~ Work with the Team Leader to provide onboarding and training to new Customer Care Team members
~ Work closely with our Finance and Pricing teams to ensure billing and pet insurance matters are dealt with accurately and efficiently.

Your working pattern would predominantly be Monday to Friday, 9 am to 5 pm; however, the rota will include working weekday late shifts and some weekends/Bank Holidays.



~ Share our core values. Values such as compassion, patience, gratitude, humility and a learning mindset.
~ Provide a positive contribution to the hospital team environment to further the reputation and image of The Ralph with clients and colleagues.
~ Previous experience of leading a Customer Care Team.
~ Demonstrate a high level of interpersonal skills and have the ability to use tact and discretion when working with sensitive and personal issues.
~ Be enthusiastic, motivated and wanting to provide high-quality customer service in a veterinary environment.
~ Prioritise tasks and go with the flow in a changeable working environment.
~ Work on your own initiative, showing a proactive approach to work.
~ Deal calmly, confidently and positively with people at all levels, over the phone, via email and in person.
~ Embrace technology as required to perform your role.


~ Have previous experience in the veterinary or medical sector.

The Ralph is a workplace that focuses on culture, core values and mission. If you want to know more about this, we would love to hear from you.


  • Eligible to work in the UK
  • Fluent English speaker


  • Salary range: £35,000-45,000
  • Memberships: British Veterinary Receptionist Association (BVRA)
  • Others: 25 days annual leave, employee share options, generous staff pet discount

To Apply

For more information and to apply, please email [email protected]. Please include your CV and let us know your availability to start.

The closing date for applications is 30th November 2022. However, we will review applications as they come in, and the deadline may be brought forward should a suitable candidate be found.

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