Senior Escalations & Crisis Leader (Hybrid)

Pets at Home; England; Hybride; GBP 70 000 - 90 000; Plein temps

Résumé du poste

Pets at Home is seeking a confident Escalations & Crisis Manager to join our Customer Services team. In this leadership role you will oversee the most complex and sensitive complaints, guiding a team to deliver fair outcomes for customers and their pets, including executive-level correspondence to our CEO.

You will coordinate serious incidents and crisis escalations across the group, partnering with Retail, Veterinary Services and other functions to investigate concerns and drive improvements in

Qualifications

• Proven experience leading a team in a customer service or escalations function.
• Experience managing high-profile or executive-level complaints and incidents.
• Strong communication skills for senior stakeholders and CEO-level correspondence.
• Ability to balance empathy with sound judgement and make evidence-based decisions.

Responsabilités

• Lead, coach and develop a high-performing Escalations team.
• Take ownership of complex and high-profile customer complaints, including executive escalations.
• Act as lead for serious customer incidents, coordinating responses across the business.
• Assess and manage risk, engaging the right stakeholders throughout investigations.
• Support colleagues in challenging interactions with expert case guidance.
• Build relationships across Retail, Vets for Pets, Groom Room and Support Office teams.
• Monitor escalation trends and incident data to identify improvements.
• Drive continuous process improvements to enhance customer experience.
• Provide insights and recommendations to senior leaders.

Connaissances

People leadership

Stakeholder management

Complex complaints

Crisis management

Decision making

Coaching and development

Empathy under pressure

Description du poste

Pets at Home is seeking a confident Escalations & Crisis Manager to join our Customer Services team. In this leadership role you will oversee the most complex and sensitive complaints, guiding a team to deliver fair outcomes for customers and their pets, including executive-level correspondence to our CEO.

You will coordinate serious incidents and crisis escalations across the group, partnering with Retail, Veterinary Services and other functions to investigate concerns and drive improvements in