Customer Experience & Retention Specialist at IVC · Cork

Customer Experience & Retention Specialist

Internal Secondment Opportunity

Hybrid Role | 12-Month Secondment (with potential to become permanent)

Full-time, 40 hours per week

Ireland (Hybrid Working | Flexible On-Site Locations suited to your local area)

Base salary €35,000 + performance-related bonus up to €5,000 (OTE €40,000)

INTERNAL APPLICANTS ONLY

A New Kind of Role – Built Around People, Pets and Balance

This is an exciting internal secondment opportunity for colleagues who are curious about broadening their experience beyond day-to-day clinical or front-of-house work, while remaining closely connected to practice life and patient care.

Created with flexibility and progression in mind, this 12-month secondment allows you to step into a newly formed hybrid role focused on client experience, retention and continuity of care. The on-site element will be aligned to a practice location close to home, helping to keep travel manageable and work–life balance front of mind.

This role is ideal for Veterinary Nurses and experienced support team members who are ready to explore something different, without permanently stepping away from their professional roots.

The Purpose of the Role

As our Customer Experience & Retention Specialist, you’ll play a vital role in supporting pet owners throughout their journey with us. Your focus will be on proactive follow-up, meaningful communication and service recovery – ensuring clients feel informed, supported and confident to return for their pet’s ongoing care.

This secondment offers valuable exposure to group-level initiatives, client experience strategy and data-led improvement, making it a strong development opportunity for those considering future progression within the organisation.

What Your Week Will Look Like

You’ll work 40 hours per week in a hybrid pattern, combining remote working with time embedded in practice. This structure allows you to stay connected to clinical teams and real workflows, while also developing skills in client communication, retention and systems-based work.

You’ll remain part of the wider practice community while contributing in a different, high-impact way.

Making a Real Impact on Client Care

A key part of your role will be reaching out to clients who are due or overdue for important care, such as vaccinations, parasite control, post-operative checks, chronic condition reviews, senior pet health checks and dental follow-ups. Through empathetic, clear and professional communication, you’ll help clients understand next steps and encourage continuity of treatment.

You’ll also manage post-visit follow-ups, review results with clients where appropriate, and act as a calm, solutions-focused point of contact when concerns or complaints arise. Your work will directly influence client confidence, satisfaction and long-term engagement with our practices.

Turning Insight Into Improvement

You’ll use practice systems and CRM tools to track interactions, identify trends and highlight opportunities for improvement. By monitoring retention rates, repeat appointment compliance and client feedback, you’ll help practices understand where changes can make the biggest difference and work collaboratively with teams to implement them.

This is a role where your judgement, organisation and communication skills genuinely matter.

Who This Secondment Will Suit

This opportunity is ideal for someone with experience in a veterinary, healthcare or client-facing environment who understands the emotional side of pet care and the importance of clear, compassionate communication.

You’ll be confident speaking with clients, including during sensitive conversations, and comfortable managing a high volume of follow-ups while staying organised and detail-focused. Experience with appointment booking, outbound calls, retention-focused work or clinical pathways is a strong advantage, but not essential.

Most importantly, you’ll be someone who cares deeply about doing things properly for clients, pets and teams alike.

Rewarding You for the Difference You Make

This role offers a base salary of €35,000, with a target-based bonus of up to €5,000 per annum, linked to clear KPIs around retention, repeat bookings, service recovery and client experience. Hitting targets brings your total annual earnings to €40,000, reflecting the value of the impact you’ll make.

The role is offered on a 12-month contract initially, with potential to become permanent based on performance and business need.

Why Consider This Secondment?

This is a rare chance to explore a different career pathway within the group, build new skills, and gain exposure to client experience and retention strategy, all while remaining connected to clinical care and practice life.

If you’re looking for growth, flexibility and a meaningful development opportunity, we’d love to hear from you..

Internal applications are encouraged.

If this sounds like a role you’d like to explore, apply or reach out for a confidential conversation to learn more.

Closing date for applications is 1st March 2026