Customer Services Team Leader

Location: Cricklewood

Customer Service Team Leader 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

What we’re looking for:

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 with in ecommerce, retail or a consumer brand would be advantageous A genuine passion for dogs, pets and the wider pet industry

Experience with Shopify, Gorgias, Trustpilot, online orders, fulfilment or returns would be helpful, but it isn’t essential. 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 If you’re passionate about the pet industry and want a role where you can genuinely shape the customer experience, we’d love to hear from you.

Apply with your CV or contact The Animal People Recruitment Company for a confidential conversation.