Customer Experience & Retention Specialist

Role overview

This is an internal secondment opportunity for colleagues who want to expand their experience beyond everyday clinical or reception work while staying closely involved in practice life and patient care. The position is a newly created hybrid role centered on client experience, retention, and continuity of care.

The assignment runs for 12 months initially and may be extended into a permanent position depending on performance and business needs. The schedule is full time at 40 hours per week, with a hybrid setup that combines remote work and on-site time at a practice location near your home to support a manageable commute and better work-life balance.

This opportunity is designed for veterinary nurses and experienced support team members who are interested in taking on a different type of role without losing connection to their professional background.

Pay and contract details

The base salary is €35,000 per year, with a performance-based bonus of up to €5,000, bringing total on-target earnings to €40,000. Bonus eligibility is tied to clear KPIs covering retention, repeat bookings, service recovery, and client experience.

This role is offered as a 12-month contract secondment at first, with the possibility of becoming permanent later.

What the role involves

You will support pet owners throughout their care journey by following up proactively, communicating clearly, and helping resolve issues before they affect continuity of treatment. The aim is to help clients feel informed, supported, and confident returning for ongoing care.

Part of your work will include contacting clients who are due or overdue for key services such as vaccinations, parasite prevention, post-operative checks, chronic condition reviews, senior pet health checks, and dental follow-ups. You will use an empathetic and professional tone to guide them on next steps and encourage continued treatment.

You will also handle post-visit follow-ups, share results with clients where suitable, and serve as a steady, solution-oriented contact when concerns or complaints need attention.

In addition, you will use practice systems and CRM tools to monitor interactions, spot recurring patterns, and identify opportunities to improve retention, repeat appointment compliance, and client feedback outcomes. You will work collaboratively with practice teams to help put improvements into action.

Who this position is suited to

This is a strong fit for someone with experience in a veterinary, healthcare, or other client-facing environment who understands the emotional side of pet care and values compassionate communication.

You should feel comfortable having sensitive conversations, managing a large volume of follow-ups, staying highly organised, and maintaining attention to detail. Experience with appointment booking, outbound calls, retention work, or clinical pathways would be helpful, though it is not mandatory.

Most importantly, the role suits someone who cares about doing right by clients, pets, and colleagues alike.

Additional information

Internal applicants only.

This is a hybrid role based in Ireland, with flexible on-site locations aligned to your local area.

The closing date for applications is 1 March 2026.

The recruitment process may involve AI tools to assist with tasks such as reviewing applications, analysing CVs, or checking responses for inconsistencies or verification signals. These tools support the hiring team but do not replace human judgement, and final decisions are made by people. For details on how data is processed, candidates may contact the employer directly.