A veterinary practice based in Cardiff has appointed a new customer care manager, making it, it says, the first veterinary group in Wales to appoint designated customer care personnel.

Mr Hill-John and Ms Kiddie.

According to Heath Vets, the appointment of Leanne Kiddie “will ensure the firm delivers excellent customer service” across the company’s four sites.

Ms Kiddie is from the Rhiwbina area of Cardiff and previously worked for 12 years at the Department of Work and Pensions.

Operations director of Heath Vets Gavin Hill-John said the company wanted to put its customers at the “forefront” of its service.

“The traditional veterinary practice model was based around territory; you had one vet practice in an area and local people used it,” he said. “They weren’t challenged on customer service as we are today.

“Having Leanne as our dedicated customer care manager will help us set Heath Vets apart from other practices. While we may not be able to compete with the buying power of some national chains, we can certainly beat them at customer service.”

According to Mr Hill-John, Heath Vets has identified customer service as its key driver to retaining customers, attracting new customers and sustaining growth. Most importantly, the company aims to “deliver a stellar service that keeps customers happy and animals healthy”. It is engaging with customers and using feedback to shape the practice, he said.

“We’re hosting cheese and wine functions where customers can come in, enjoy our festive hospitality and speak with the staff about their pet’s issues,” said Mr Hill-John. “We not only want to work with our customers, but we want to get to know them.”

Speaking of Ms Kiddie’s appointment, Mr Hill-John said the aim was for consistent delivery of “outstanding” customer service across all four sites.

“To achieve that, everybody needs to be highly skilled, trained, motivated and engaged. For us, it’s about recognising we have a hugely impressive team focused on delivering high quality customer service.”

Heath Vets was established in 1926 and has four surgeries across Cardiff in Cyncoed, Danescourt, Heath and Rhiwbina.

For more information, visit Heath Vets’ website.

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