Customer Service Review

Project status
Project start date
Not specified
Project posted
18 Jul 2017 13:10
Project duration (approx.)
10 Days
Budget (approx.)
£480 / day
Level of Experience
Area of expertise
Change Management, Operations
Consultant location
United Kingdom

Objectives and Key Deliverables

We are an online supplier of veterinary medication and animal products.

Since we began in 2005 we've consistently grown to become one of the UK's largest, most-trusted, vet-run suppliers of veterinary medication and animal products licensed in the UK. Not only are we one of the largest retailers of pet medication, we're also part of Europe's largest Veterinary group.

We sell Pet Prescriptions, Meds, Pet Food & Supplies through our main website and through our Call Centre at our HQ between Bristol & Bath.

We have big ambitions for this business and for the next 12 months we are planning to aggressively take the UK market.

The objective of this project is to get outside expertise to come in and review all elements of our Customer Service.

From how we answer the phone to our systems.

We regularly score very high on review platforms such as feefo and trust pilot but we have much to do to get us to a place where we are outstanding with how we approach Customer Service.

We want to have clear recommendations around our current set up and what improvements in processes, training, workflows we can introduce to make us even slicker in regard to customer service and how we can maintain a very high standard of Customer Service.

Our Customers are some of the most emotive you can deal with as they are Pet Owners and we must exceed their expectations and maintain this high standard.

So in brief, we need someone who has the experience to bring us to that level of outstanding Customer Service.

Ideally have experience in pharmacy customer service but not necessary.
Call Centre management experience.
Pragmatic and realist.
Understand our ambition.

Ideally we are looking for someone who has done it all when it comes to Customer Service and Call Centre management.
Someone who can be sensitive to people who feel they are doing a great job but need to be shown what fantastic looks like.
Someone who can assess and recommend best practice processes and workflows and help implement.

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