Customer Experience Petstock Support Lead

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We are looking for an emerging leader to support our Customer Experience Manager and help lead a team of Support Advisors across the Petstock Group. This is a role with a strong operational focus, ideal for someone who is looking for their first role as a supervisor and enjoys coaching people, managing day‑to‑day workflows, and delivering excellent customer experiences. The Support Advisors have a strong focus on social media responses, ensuring our replies are fun, engaging and timely. While the role primarily supports the Petstock brand, you will also work with other brands in our ecosystem. 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 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 will 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.

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