VetUK Ltd
Online Customer Success Manager
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About VetUK
VetUK is a busy and established online veterinary and pet retail business, providing pet owners with a wide range of pet products, veterinary medicines and animal healthcare solutions. We are committed to delivering a reliable, professional and customer-focused online shopping experience. As the business continues to grow, we are looking for an experienced Online Customer Success Manager to lead our customer service operation and oversee our Prescription-Only Medicines (POMs) team.
The Role
The Online Customer Success Manager will be responsible for the day-to-day leadership, performance and development of VetUK’s customer service and POMs teams. This is a hands-on management role based at our Thirsk office, working five days per week. The successful candidate will ensure that customers receive prompt, accurate and compassionate support across all communication channels. You will manage customer enquiries, complaints and escalations, monitor team workloads and service levels, and continually improve the customer journey. You will also oversee the POMs team, ensuring prescription-related enquiries and orders are handled accurately, efficiently and in line with VetUK’s internal procedures. Previous experience in a customer service management role is essential. Experience within an online retail or ecommerce business is strongly preferred. A background in veterinary products, animal healthcare or veterinary medicines would be advantageous but is not essential.
Key Responsibilities
Customer Success and Service Management
- Lead, support and develop VetUK’s customer service team.
- Create a positive, accountable and customer-focused team environment.
- Oversee customer enquiries across email, telephone, live chat, social media and other digital channels.
- Ensure enquiries, complaints and escalations are handled professionally, accurately and within agreed response times.
- Take ownership of complex or sensitive customer cases and bring them to an appropriate resolution.
- Monitor ticket queues, workloads, staffing levels and service performance.
- Maintain appropriate customer service coverage during busy and peak trading periods.
- Establish, document and monitor customer service standards and service-level agreements.
- Develop and maintain customer service templates, processes and internal guidance.
- Ensure customers receive clear and accurate information regarding products, orders, deliveries, returns, refunds and prescriptions.
- Identify recurring customer issues and work with other departments to address their root causes.
- Represent the voice of the customer when contributing to business improvements and ecommerce projects.
POMs Team Management
- Manage and support the team responsible for processing Prescription-Only Medicine orders and enquiries.
- Ensure prescription-related work is processed accurately and efficiently.
- Monitor POMs workloads, order queues and outstanding customer requirements.
- Ensure the team follows VetUK’s internal processes, standard operating procedures and quality standards.
- Support the handling and escalation of complex prescription or veterinary medicine enquiries.
- Work closely with veterinary, pharmacy and operational colleagues where specialist input or approval is required.
- Ensure clear communication with customers regarding prescriptions, authorisations, order requirements and potential delays.
- Identify opportunities to improve the efficiency and accuracy of prescription-order processing.
- Support team training and maintain appropriate standards of knowledge and performance.
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Systems, Reporting and Continuous Improvement
- Use Freshdesk, Zendesk or similar customer support platforms to manage tickets, workflows and communications.
- Configure and improve ticket allocation, automated responses, reporting and customer-service workflows.
- Monitor and report on key performance indicators, including:
- First-response time.
- Resolution time.
- Customer satisfaction.
- Ticket volume.
- First-contact resolution.
- Complaint outcomes.
- Ticket and order backlogs.
- Produce regular reports and updates for the Head of Ecommerce.
- Use customer feedback and performance data to identify areas for improvement.
- Improve self-service resources, help-centre content and internal knowledge bases.
- Support the introduction of new systems, online tools and automation.
- Work collaboratively with ecommerce, warehouse, logistics, purchasing, marketing and other operational teams.
People Management
- Recruit, onboard, train and develop customer service and POMs team members.
- Conduct regular one-to-one meetings, team briefings and performance reviews.
- Set clear objectives and expectations for individuals and the wider team.
- Monitor quality, productivity, attendance and performance.
- Provide constructive coaching and address performance concerns appropriately.
- Identify training needs and create development plans.
- Encourage teamwork, accountability and continuous improvement.
Essential Experience and Skills
- Previous experience managing or supervising a customer service team.
- Experience working in a busy, high-volume customer service environment.
- Experience within an online retail, ecommerce or multichannel business.
- Experience using Freshdesk, Zendesk or a comparable customer support platform.
- A proven ability to lead, motivate and develop a team.
- Experience managing complaints, escalations and sensitive customer situations.
- Strong written and verbal communication skills.
- Excellent organisational and workload-management skills.
- The ability to prioritise effectively in a fast-paced environment.
- A calm, professional and solutions-focused approach.
- Experience monitoring customer service performance and producing management reports.
- A good understanding of customer service metrics and service-level agreements.
- Confidence using digital systems, reporting tools and online communication platforms.
- Strong attention to detail and a commitment to accuracy.
- The ability to work collaboratively with colleagues across different departments.
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Desirable Experience
- Experience working with veterinary products, veterinary medicines or animal healthcare products.
- Experience within the veterinary, pharmacy, healthcare or pet retail sectors.
- Experience managing a prescription-processing or regulated-products team.
- Knowledge of veterinary product terminology.
- Experience developing help centres, knowledge bases, automated responses or chatbot workflows.
- Experience managing customer service during seasonal peaks or periods of rapid growth.
- A genuine interest in pets, animal health and animal welfare.
- A veterinary product background is desirable but not essential. Full training on VetUK’s products, systems and internal procedures will be provided.
Personal Qualities
The successful candidate will be:
- Customer-focused and empathetic.
- A confident, fair and supportive people manager.
- Highly organised and attentive to detail.
- Comfortable taking ownership and making decisions.
- Resilient and composed under pressure.
- Proactive in identifying and resolving problems.
- Commercially aware and results-oriented.
- Open to new technology, systems and ways of working.
- Passionate about delivering an excellent experience for customers and colleagues.
Key Measures of Success
Performance in the role may be measured through:
- Customer satisfaction scores.
- First-response and resolution times.
- First-contact resolution rates.
- Complaint volumes and outcomes.
- Ticket backlog and service-level performance.
- Accuracy and efficiency of POMs order processing.
- Quality assurance results.
- Team productivity, engagement, attendance and retention.
- Improvements to customer service and prescription-processing procedures.
- Reductions in recurring customer issues.
- Customer feedback and online review trends.
Working Location and Hours
This is an office-based position at VetUK’s Thirsk office. The role is full-time, working five days per week from 9:00am to 5:30pm, Monday to Friday. Additional flexibility may occasionally be required during peak trading periods or to support business needs.
What VetUK Offers
- The opportunity to lead two important teams within a busy and established online pet retail business.
- A varied role with the ability to influence the customer journey and wider ecommerce operation.
- A supportive and collaborative working environment.
- Training on VetUK’s products, systems and procedures.
- Opportunities for professional development and progression.
- Salary £40-£45K depending on experience
How to Apply
Please submit your CV and a covering letter outlining:
- Your customer service management experience.
- Your experience within online retail or ecommerce.
- Your experience using customer support platforms such as Freshdesk or Zendesk.
- Any relevant experience with veterinary products, medicines, healthcare or pet retail.
- Why you would like to join VetUK.
VetUK is committed to creating an inclusive working environment and welcomes applications from candidates of all backgrounds.
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