Senior Escalations & Crisis Team Leader

Vets for Pets; England; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Vets for Pets in Handforth (Cheshire) is seeking a confident Escalations & Crisis Manager to lead the Customer Services team. This senior role oversees complex complaints, including CEO-level escalations, and coordinates serious incidents across the Pets at Home Group to deliver fair, decisive outcomes for customers and their pets.

You will build a high-performing team, foster decision-making ownership, and work with multiple departments to drive improvements in customer compassion and

Qualifications

• Proven experience leading and developing a team.
• Experience managing escalations or critical incidents.
• Strong communication and stakeholder engagement skills.
• Ability to balance empathy with sound judgement under pressure.

Responsibilities

• Lead, coach and develop a high-performing Escalations team, empowering colleagues 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 involving pet welfare, product safety and reputational risk.
• Assess and manage risk, engaging the right stakeholders and informing investigations and crisis actions.
• Support and guide colleagues through challenging interactions, providing expertise on complex case management and decision-making.
• Collaborate with Retail, Vets for Pets, Groom Room and Support Office teams to deliver consistent resolutions.
• Monitor escalation trends and incident data to identify recurring issues and opportunities for improvement.
• Drive continuous improvement by influencing processes and governance to enhance the customer experience.

Skills

Leadership

Coaching

Crisis management

Stakeholder management

Customer service

Job description

Vets for Pets in Handforth (Cheshire) is seeking a confident Escalations & Crisis Manager to lead the Customer Services team. This senior role oversees complex complaints, including CEO-level escalations, and coordinates serious incidents across the Pets at Home Group to deliver fair, decisive outcomes for customers and their pets.

You will build a high-performing team, foster decision-making ownership, and work with multiple departments to drive improvements in customer compassion and