Customer Experience Support Manager
About the job
This job is all about leading the Customer Experience Support function at Petstock, where the focus is on delivering exceptional customer experiences across all brands. By overseeing quality assurance, training, and performance reporting, you will play a vital role in developing team capabilities and driving continuous improvement. The team thrives on collaboration, passion for pets, and a commitment to making a positive impact for Pets, People, and the Planet!
You'll be responsible for
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Leading and managing the Customer Experience Support Function
Overseeing the team to ensure high-quality customer experiences across all Petstock brands.⏰
Ensuring timely customer feedback in line with company values
Addressing customer feedback promptly to maintain brand integrity and satisfaction.✅
Completing quality evaluation checks on customer interactions
Using the QA Management platform to assess and improve customer service quality.Key criteria
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Training and learning qualification
Experience with CERT IV or higher in training and learning.View
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Management experience in customer service
Proven background in managing teams in call centres or retail.View
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Project management experience
Demonstrated ability to manage projects effectively.View
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