Head of Escalations & Crisis Management

Pets at Home Limited; Wilmslow; Híbrido; GBP 75 000 - 105 000; Tempo integral

Resumo da oferta

Pets at Home Limited is seeking a confident Escalations & Crisis Manager to join the Customer Services team in a hybrid role with 2 days per week in Handforth (Cheshire). The role focuses on leading the Escalations function, overseeing complex complaints and coordinating crisis responses across Retail, Vet services and Support Office to deliver fair outcomes for customers and their pets.

The ideal candidate will have proven leadership in managing high-profile investigations, strong

Qualificações

• Proven experience leading, coaching and developing a team.
• Experience managing complex customer complaints and high-profile escalations.
• Ability to coordinate serious incidents and executive-level communications.

Responsabilidades

• Lead, coach and develop a high-performing Escalations team.
• Own complex and high-profile customer complaints, including executive/CEO-level escalations.
• Act as lead for serious customer incidents, coordinating responses across teams.
• Assess and manage risk, ensuring stakeholders are informed during investigations.
• Guide colleagues through challenging interactions with expertise on case management.

Conhecimentos

Leadership

Executive escalations

Crisis management

Risk assessment

Stakeholder management

People development

Communication

Decision making

Change implementation

Descrição da oferta de emprego

Pets at Home Limited is seeking a confident Escalations & Crisis Manager to join the Customer Services team in a hybrid role with 2 days per week in Handforth (Cheshire). The role focuses on leading the Escalations function, overseeing complex complaints and coordinating crisis responses across Retail, Vet services and Support Office to deliver fair outcomes for customers and their pets.

The ideal candidate will have proven leadership in managing high-profile investigations, strong