Customer Service Manager

The role

Join award winning animal charity Pet Blood Bank UK as our new Customer Service Manager and lead our dedicated team in delivering exceptional service to our valued customers. In this role, you will oversee the management of the Customer Service Team, ensuring all enquiries, orders, and requests are handled promptly and effectively in alignment with job descriptions. Your objective will be to cultivate strong customer relationships, driving value for the charity and positioning Pet Blood Bank as the preferred supplier for blood and ancillary products among veterinary customers.

Background

Launched in 2007, Pet Blood Bank UK is the only charity that provides a blood bank service for all vets across the UK. As part of our charitable remit, our aim is to advance animal health and welfare and to relieve suffering by providing quick and convenient access to blood. Every unit of blood helps save up to four other lives, saving thousands of lives every year.

Our values

Caring. Pioneering. Real. These are the values Pet Blood Bank UK is built upon. Our values bind us together as a charity and guide everything we do. We expect every team member to know, understand and embody our values, helping to build our reputation as a pioneering, caring and practical charity. Read more about our values. 

What you’ll do

Cultivate and sustain strategic relationships with veterinary clients, positioning Pet Blood Bank as their preferred supplier through expert sales strategies.

• Lead the customer service team efficiently during peak demand, strategically managing workflows and planning for all scenarios.
• Enhance team performance and morale through supportive leadership, ensuring all resources are well-understood and utilised effectively.
• Provide decisive leadership in difficult situations, fostering team confidence to handle clinical inquiries and direct professionals accurately.
• Manage customer accounts with strict adherence to compliance and standards, efficiently addressing feedback and maintaining a high reputation.
• Collaborate with multiple departments to ensure seamless service delivery and contribute to continuous improvement initiatives while keeping robust reporting on departmental activities.

What we need

This role requires a combination of strategic insight, operational excellence, and the ability to lead a diverse team in a dynamic environment. 

We’re looking for someone who is/has:

• Extensive knowledge of customer service principles ideally in an B2B environment, and expertise in CRM systems and regulatory compliance.
• Demonstrated ability in developing and implementing effective customer service strategies that enhance client satisfaction and retention.
• Strong leadership skills, with a proven track record of managing customer service teams through high-demand situations.
• Excellent problem-solving capabilities, adept at quickly resolving customer issues and improving service delivery processes.
• Exceptional communication and interpersonal skills, essential for building lasting relationships with both team members and veterinary clients.

What’s in it for you.

In return, we offer full training, competitive salary with pay progression, contributory pension scheme, lifestyle rewards and 30 days annual holidays (including bank holidays).