EXPERIENCE DAY
A Day in the Life of a Pet Care Centre
Our Expertise
At Pets, many of our customers choose to shop with us for our expertise - this is because they know that our colleagues and pet care teams have extensive knowledge to support them in purchasing the right products or use the right services to support their pets. After all, one of our values is to be ‘ experts in our field.’ We refer to the areas of our business as an ecosystem, as ultimately, they work in unison to enable us to be successful. In a similar vein, we have more than just stores, grooming salons or veterinary practices - we have Pet Care Centres, where all these different areas work together to support our customers and consumers. In addition to that which has already been covered, we have two additional expertise routes for our Pet Care Centre teams, which feature becoming a SQP/Rama, or a Customer Experience Lead
Customer Experience Lead
SQP stands for a suitably qualified person, or may also be referred to as a RAMA - a registered animal medicines advisor. It is a colleague who is qualified to dispense licenced medicines to companion animals, including those for direct sale, or for subscription. To qualify, select colleagues need to complete examinations held by AMTRA and Harper Adams University, which upon qualifying, provides the SQP/RAMA a earn as you learn trigger and pay increase. Customer Experience Leads drive exceptional experiences in Pet Care Centres by role-modelling service excellence through ‘Customer Magic’ and coaching colleagues. They focus on customer, services, and pet care—creating personalised interactions, promoting products, ensuring welfare standards, and gathering feedback to improve performance while inspiring colleagues and turning great service into loyalty and sales.
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SQP/RAMA
We l come Guide
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