Nottingham | £26,000-£28,000 DOE | Full-time | Hybrid after probation
The Animal People Recruitment Company is delighted to be partnering once again with a rapidly growing pet brand. Our client is expanding its customer service team and looking for someone who is passionate about the pet industry and takes real pride in helping customers.
This is a predominantly email-based role where you'll manage customer enquiries from start to finish. You'll investigate problems, work with different departments and make sure every customer receives a warm, helpful and accurate response.
What you'll be doing:
- Managing a busy customer service inbox
- Responding to enquiries clearly, warmly and professionally
- Helping customers with products, sizing, orders and deliveries
- Managing returns, replacements, refunds and complaints
- Taking ownership of enquiries through to resolution
- Contacting customers proactively about stock or delivery issues
- Updating customer and order information accurately
- Working with warehouse and fulfilment colleagues to resolve problems
- Assessing product faults using photographs and returned items
- Escalating unusual or complex enquiries when required
- Identifying recurring issues and sharing customer feedback
- Supporting the wider business and retail shop when needed
- Previous customer service experience
- Excellent written English
- A warm, natural and empathetic communication style
- Strong organisation and attention to detail
- The ability to prioritise a busy workload
- Confidence learning new systems and processes
- A calm approach to complaints and frustrated customers
- Reliability, self-motivation and a strong work ethic
- Someone who enjoys taking ownership without being micromanaged
- A genuine passion for dogs, pets and the wider pet industry
Experience with Shopify, Gorgias or online orders would be useful, but it isn't essential if you learn quickly and write exceptionally well.
What's on offer:
- Salary of £26,000-£28,000 depending on experience
- Monday to Friday, 8.00am-4.00pm
- 37.5 hours per week
- Up to two days working from home following successful probation and training
- Employee discount
- Company pension
- Full product and systems training
- Company-funded social events and Christmas celebrations
- Development opportunities within a growing international pet brand
Apply with your CV or contact The Animal People Recruitment Company for a confidential conversation.
