Executive Resolutions Team Leader

Home Limited; Manchester; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Customer service

Crisis management

Stakeholder management

Risk assessment

Decision making

Communication

People management

Organizational skills

Job description

Hybrid: We welcome applications from those looking for hybrid working, based 2 days per week in our Handforth (Cheshire) Office.

Hours of Work: Our operating hours are Monday to Friday 9 am - 8 pm, Saturday 9 am - 7 pm, Sunday 9 am -6 pm.

This is primarily a Monday to Friday role. Weekend working is not a regular requirement and would only be expected on an exceptional basis, such as providing holiday or absence cover, or supporting during a critical business situation.

About the Role

We're looking for a confident, compassionate and proactive Escalations & Crisis Manager to join our Customer Services team.

This is a key leadership role, responsible for managing our most complex, sensitive and high-profile customer concerns, while leading and developing a team that delivers exceptional customer care.

You'll oversee executive-level complaints, including correspondence to our CEO, and lead the coordination of serious incidents and crisis escalations across Pets at Home Group.

You'll be responsible for creating a supportive, high-performing team environment, where colleagues feel confident making decisions, taking ownership and delivering fair outcomes for our customers and their pets.

No two days will be the same! You'll work closely with teams across Retail, Grooming, Veterinary Services and our wider business to investigate concerns, manage risks and drive meaningful improvements.

Key Responsibilities

• Lead, coach and develop a high-performing Escalations team, creating an environment where colleagues feel empowered to make decisions and deliver excellent customer outcomes.
• Take ownership of complex and high-profile customer complaints, including executive and CEO-level escalations, ensuring fair, timely and considered resolutions.
• Act as the lead for serious customer incidents, coordinating responses to matters involving pet welfare, product safety and reputational risk.
• Assess and manage risk, ensuring the right stakeholders are engaged and informed throughout investigations and crisis situations.
• Support and guide colleagues through challenging customer interactions, providing expertise on complex case management and decision-making.
• Build strong relationships across Retail, Vets for Pets, Groom Room and Support Office teams to deliver consistent and effective customer resolutions.
• Monitor escalation trends, customer feedback and incident data to identify recurring issues and opportunities for improvement.
• Drive continuous improvement by influencing processes, policies and ways of working that enhance the customer experience.
• Maintain high standards of complaint handling, quality and governance across the Escalations function.
• Provide clear insights and recommendations to senior stakeholders, helping the business learn from incidents and strengthen future outcomes.

About You

We're looking for an experienced, people-focused leader who can balance empathy with sound judgement, remain calm under pressure and confidently navigate challenging situations.

• Proven experience leading, coaching and developing a team, with a passion for creating a positive and supportive working environment.
• Experience managing complex customer complaints, escalations or critical incidents.
• The ability to motivate colleagues, manage performance and support individual development.
• Strong communication skills, with the confidence to handle sensitive conversations and engage with senior stakeholders.
• Excellent problem-solving skills and the ability to make balanced, evidence-based decisions.
• A proactive approach to identifying risks, resolving issues and improving processes.
• The confidence to challenge constructively and influence positive outcomes across different teams.
• Strong organisational skills and the ability to manage competing priorities.
• Resilience, adaptability and a genuine commitment to delivering great customer experiences.
• Experience within a multi-site retail, veterinary, customer service or similarly complex environment would be beneficial, but what's most important is your ability to lead people, take ownership and make a positive difference.

Pets just see people. They aren't biased and they don't discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.