SeniorFull TimeEN
We are looking for a Customer Experience Petstock Support Lead to support our Customer Experience Manager and help lead a team of Customer Experience Support Advisors across the Petstock Group.
This is a role with a strong operational focus, ideal for someone who enjoys coaching people, managing day‑to‑day workflows, and delivering excellent customer experiences. While the role primarily supports the Petstock brand, you will also work with other brands in our ecosystem, so flexibility and adaptability are key.
You will play an important role in bringing our purpose to life by:
Ensuring the customer experience aligns with Petstock’s Customer Service Principles
Managing customer feedback and complaints in a timely, solutions‑focused way
Supporting the daily workload and performance of Customer Experience Support Advisors
Coaching, developing, and supporting team members to achieve KPIs
Leading team meetings, training sessions, and workshops when required
Identifying skill gaps and ensuring the team is trained to support customer enquiries across all group brands
Providing regular feedback and performance coaching to support development
Maintaining and improving the shared knowledge base
Preparing weekly and monthly reports tracking performance against SLAs and KPIs
What You’ll Bring to the Role
Strong written and verbal communication skills
Experience in a call centre or retail environment
Experience using cloud‑based customer management or ticketing systems (Zendesk preferred)
A results‑driven mindset with experience working to targets
Strong organisational skills and the ability to manage competing priorities
Confidence leading and supporting others, with an open and adaptable approach to change
A passion for delivering high‑quality customer service
The ability to stay calm, focused, and solution‑oriented in a fast‑paced environment
A commitment to safe Work, Health & Safety practices
If this role sounds like the right fit and you are as passionate about pets as we are, we’d love to hear from you — apply today!
Follow us on LinkedIn to keep up to date on life across our various brands - https://www.linkedin.com/company/petstock
At Petstock we are passionate about supporting the communities we're part of, where possible we aim to hire candidates from the same geographic region (typically within an 80km radius) to strengthen community connections and support local economies. Whilst we do not prioritise local candidates over others, we recognise the benefits of hiring individuals who have unique insights into the local community.
Our diversity makes us better...we are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all.
We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves.
