customer relations Rotherham, England
Job description
CUSTOMER CARE TEAM LEADER (Pet Business)
FETCH! RETAIL LIMITED is building the future of pet well-being.
Fetch! Retail Limited’s mission
Fetch! Retail Limited’s mission is to help its customers be the best pet parents they can be. Our online pet food and supplies store has become Europe’s leading dog and cat well-being business.
The description
We’re looking for a talented Customer Care Team Leader to join our growing team to make Fetch! Retail Limited the biggest name in pet care. If you’re looking for a business with a great culture and think you can help us accelerate growth we want to hear from you.
We’re a talented, dynamic team who do a lot to forge a sense of togetherness with regular social events that have ranged from paintball to karaoke! There’s a friendship that runs through our group that makes working together pleasurable and our office a fun place to be.
We offer a competitive salary, plus excellent opportunities for professional development and a generous benefits package.
What the job involves
● Demonstrating a high quality of service in all interactions with customers
● Setting a personal example in professional ethos and attitude towards work
● Successfully resolve escalations
● Being the first point of contact for our Customer Care Agents
● Overseeing and ensuring all daily tasks are completed in a timely manner
● Tracking performance
● Coaching and developing the team through 121s, QAs and daily mentoring and coaching
● Overseeing the day to day organisation of the team through shift and break rotas
● Providing training to new arrivals, as well as continuous team training on any new systems or processes
● To effectively and regularly communicate with Customer Care and leadership team, regarding performance, standards, policies, products, and procedures, providing and seeking information and clarification where relevant
● Assisting the Customer Care Manager as and where required
● Conducting employee relations investigations and meetings alongside the Customer Care Manager and HR
● Providing support to the Customer Care Manager with regards to recruitment
● Promoting collaboration and team spirit in line with company values, beliefs and behaviours
Desired skills and experience
● Having pre-settled or settled status
● English language skills are essential – equivalent to native speaker level, both verbal and written
● Previous experience as Customer Service Team Leader
● Great customer focus and excellent telephone manner
● Passionate about delivering a great customer experience
● Ability to multi-task and handle a high volume of work fast
● Team motivation & leadership
● Patience & empathy
● Attentiveness & attention to detail
● Approachability and availability
● Organisational and time management skills
● Complaint resolution
● Problem-solving skills
● Articulate, bright and forward thinking
● Passionate about animals and going the extra mile to help them lead healthy, happy lives
● Excited by the prospect of building a world class business
● Punctuality and reliability
Key attributes for success at Fetch!
● Customer-focused
● Thrive in a fast-paced environment
● Enjoy working as part of a team
● Positive attitude, roll up your sleeves and get things done
● Curious by nature, enjoy learning and developing
● Listen to others and challenge others respectfully
● Fact-based, data-driven approach
● Humility, admit, learn and move on from mistakes
● Upbeat with a can-do attitude, see challenges as opportunities
● Passion for pets and pet well-being
Role details
● Employment Type: Full-time
● Salary range: £25,000 - £28,000 per year
● Workdays: Monday to Friday (40 hrs)
● Schedule: 8-hour workday, 8am – 5pm
● Work Location: Office-based (Goldthorpe, S63 9BL, UK)
The right candidate will receive a competitive salary and benefits package, as well as the opportunity to join a successful e-commerce company during an exciting stage of growth.
Fetch! Retail Limited is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.
We're FETCH!
Our story starts with one very frustrated vet.
More about us
We’re transforming the pet wellbeing industry. Join us?
Fetch! Retail Limited was set up to build a new pet service founded on the belief that customers aren’t just buying for their pets: their pets are family. It aims to help create a world where pets are viewed as family, first and foremost.
It exists because of the deep emotional bond between pets and owners, helping customers help them do the best for their pet’s physical and emotional wellbeing. Fetch! Retail Limited does this by building personalised health and nutrition programmes.
Our parent company - Paramount Retail Group Holding Limited, has acquired Pet-supermarket, MedicAnimal, Pet Meds and Fetch! Retail Limited on 1 February 2023 to gain a foothold in the online market, which has experienced significant growth since the start of the pandemic.
Our working environment and business values promote a diverse and inclusive culture, and we’re on the lookout for talented and passionate individuals to join us. We’re a relatively small team, currently around 70, but growing fast. In joining us, you’ll help support our collective goal to rapidly scale our business and future whilst keeping your career goals and achievements.
The business is constantly exploring new ideas and creating the best experience for our customers and our employees. Every individual has the same opportunity to influence the direction and growth of the business significantly. No matter your role, we encourage everyone to look for opportunities to improve the company as a whole and help us drive those changes.
Job Types: Full-time, Permanent
Salary: £25,000.00-£28,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
- Referral programme
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Rotherham, S63 9BL: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Reference ID: CS TL
