Customer Care Manager - Lead with Heart, Drive Performance & Shape the Future of Customer Experience in the Pet Industry
The Animal People Recruitment Company are delighted to be partnering once again with one of our long-standing clients in the pet industry.
Due to continued growth, they are looking for a talented Customer Care Manager to join their leadership team and help elevate their customer journey to new heights.
This is a full-time, office-based role in Hertfordshire, offering a £45,000+ salary plus a strong benefits package. It's an exciting opportunity for someone passionate about people leadership, customer experience, and building high-performing teams within a purpose-led industry.
Why This Role Stands Out
As Customer Care Manager, you'll lead two experienced Team Leaders and a wider team of around 14. You'll be responsible for driving excellence across inbound and outbound calls, ensuring every customer receives outstanding care while also improving sales performance and service delivery.
This is a chance to shape and optimise a customer-focused contact centre at the heart of a growing pet industry brand. You'll combine coaching, insight, and strategy to create a culture where teams thrive and customers feel truly valued.
Key Responsibilities
- Inspire, coach and support two Team Leaders and their teams (14+) to deliver outstanding service.
- Drive performance across conversion, service levels, call quality and productivity KPIs.
- Use data, reporting, and insights to make informed, strategic decisions.
- Improve workflows, call scripts, and objection-handling to maximise success.
- Work cross-functionally with marketing, operations, and leadership to align customer care with campaigns and the full customer journey.
- Lead on resource planning, team development, and quality assurance.
- Champion a culture of continuous improvement, compliance, and customer-first thinking.
- An experienced Customer Care Manager / Contact Centre Manager with a track record of leading high-performing teams.
- A people-focused leader who can coach, mentor and develop both Team Leaders and wider teams.
- Strong understanding of the customer experience lifecycle and how to optimise it.
- Skilled in performance management, KPI analysis, and data-driven decision-making.
- Process-minded with experience in scaling teams, improving workflows, or introducing new systems.
- Fully office-based in Hertfordshire (not hybrid or remote).
This is a company that genuinely cares about its people, its customers, and the pets it supports. You'll be part of a values-led culture where kindness, growth, and delivering exceptional customer care are at the heart of everything they do.
- £45,000+ salary
- 25 days holiday (plus bank holidays)
- A day off to settle a new pet into your home
- Vitality health scheme
- Brand new vibrant and fun offices
- Clear progression opportunities and strong leadership support
- A collaborative, supportive, purpose-led working environment
- The chance to shape and influence customer care strategy in a growing pet industry business
If you're a Customer Care Manager, Contact Centre Manager, Customer Experience Manager, or Team Leader ready to step up, and you're passionate about customer success, leadership, and the pet industry, we'd love to hear from you.
Apply now or contact The Animal People Recruitment Company for a confidential chat on 01214680934.
