Full job descriptionCustomer 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 within 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.