Customer Experience Petstock Support Lead

Job description

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 b...