Escalations & Crisis Leadership Lead (Hybrid 2 days)

Home Limited; Manchester; Híbrido; GBP 75 000 - 95 000; Tempo integral

Resumo da oferta

Pets at Home Group is seeking an experienced Escalations & Crisis Manager to lead our Customer Services team across multi-site operations in the UK. You’ll manage executive-level complaints, including CEO-level escalations, and coordinate serious incidents across the business to deliver fair outcomes for customers and their pets.

In this role you’ll coach and develop a high-performing team, build strong cross-functional relationships with Retail, Vet services and Support Office, and drive

Qualificações

• Proven experience leading, coaching and developing a team.
• Experience managing complex customer complaints and incidents.
• Ability to motivate, manage performance and develop individuals.
• Strong communication with senior stakeholders.
• Evidence-based decision making and risk management.
• Proactive approach to identifying issues and improving processes.
• Capacity to influence across multiple teams.

Responsabilidades

• Lead, coach and develop a high-performing Escalations team.
• Own complex complaints including executive and CEO escalations.
• Act as lead for serious customer incidents coordinating responses.
• Assess and manage risk, engaging stakeholders throughout investigations.
• Guide colleagues through challenging interactions and complex cases.
• Build relationships across Retail, Vet for Pets, Groom Room and Support Office.
• Monitor trends and data to identify recurring issues and improvements.
• Drive governance, policies and process improvements in escalation handling.
• Provide insights and recommendations to senior stakeholders.
• Support learning from incidents to strengthen future outcomes.

Conhecimentos

Leadership

Coaching

Customer service

Crisis management

Stakeholder management

Risk assessment

Decision making

Communication

People management

Organizational skills

Descrição da oferta de emprego

Pets at Home Group is seeking an experienced Escalations & Crisis Manager to lead our Customer Services team across multi-site operations in the UK. You’ll manage executive-level complaints, including CEO-level escalations, and coordinate serious incidents across the business to deliver fair outcomes for customers and their pets.

In this role you’ll coach and develop a high-performing team, build strong cross-functional relationships with Retail, Vet services and Support Office, and drive