Nottingham | £32,000-£36,000 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 a passionate, experienced Team Leader who can help develop the function as the business continues to grow.
This is a brilliant opportunity for someone who enjoys leading people but still wants to remain close to customers. You'll take ownership of the day-to-day operation, coach the team and help improve the processes, systems and service standards that shape the customer experience.
What you'll be doing:
- Leading the day-to-day customer service operation and managing a busy email inbox
- Supporting, coaching and developing Customer Service Advisors
- Reviewing written responses and maintaining high communication standards
- Handling escalated complaints and complex customer enquiries
- Monitoring service levels, response times and team performance
- Reviewing returns, product faults, complaints and customer feedback
- Identifying recurring issues and recommending practical improvements
- Developing clearer customer service policies, training and guidance
- Working closely with warehouse, ecommerce, marketing, operations and wholesale teams
- Representing customer service in cross-functional business meetings
- Supporting future projects, including live chat and telephone customer service
- Helping recruit, onboard and develop the growing team
- Experience leading, supervising or coaching a customer service team
- Strong written communication skills and excellent attention to detail
- Experience handling complaints and complex customer situations
- The confidence to improve processes while remaining hands-on
- A proactive and practical approach to problem-solving
- Strong organisation and the ability to manage competing priorities
- Experience within ecommerce, retail or a consumer brand would be advantageous
- A genuine passion for dogs, pets and the wider pet industry
What's on offer:
- Salary of £32,000-£36,000 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
- Genuine progression towards a Customer Service Manager position as the team grows
Apply with your CV or contact The Animal People Recruitment Company for a confidential conversation.
