Our connections with pets help us grow as people, from our Petstock people in our stores and offices, our Petstock foundation team, our equine specialists, and online brands, from Australia to New Zealand. We are continually inspired by pets and animals to be better people, both in our careers and our everyday life. Join our passionate, knowledgeable, and down-to-earth team where we work hard and love what we do, making an impact for Pets, People and the Planet! Why is Petstock is the place for you. Free access to mental health, financial & wellbeing support services through our Sonder service From supporting the Petstock Foundation to our sustainability projects and community partnerships, our people have opportunities to play a role and be part of something bigger. Because giving back, together, is what we do! Opportunity to purchase up to 2 weeks of additional paid leave & 4 weeks of paid parental leave Health and wellness services at a great corporate discount Exclusive access to Workplace Banking We’re built on family values, combined with a genuine passion for pets and people. We operate with heart, inclusivity, and inspiration for pets, people, and the planet. Job Description This role supports and leads the Customer Experience Support function to deliver consistent, high quality customer experiences across all Petstock brands. It oversees quality assurance, training and onboarding, communications, and performance reporting, while developing team capability. Working closely with internal stakeholders, the role drives continuous improvement and customer-focused initiatives aligned to business objectives. A Peek Into Your Petstock Day Lead and manage the Customer Experience Support Function Ensure all customer feedback is approached in a timely manner and is in line with company values Maintain in a high level of communication and professionalism with both internal and external customers Complete quality evaluation checks inbound/outbound customer & store contacts (calls, emails & live chats) using the QA Management platform in line with the Quality Assurance framework Maintain the CEC knowledge management (Kibble) base content across AU & NZ, including supplier training materials Facilitate and manage onboarding training to ensure a pathway of success for customer experience advisors; multi skilled, multi brand outcomes. Ensure the customer Experience specialist is achieving KPIs and goals in line with Petstock Business strategies. Do you have the below experience and looking to take the next step in your career? Training & learning qualification CERT IV or higher Management or leadership experience in a Call centre or retail environment. Project management experience preferred Experience working with a cloud-based customer management tool or ticketing system, preferable Zendesk. Experience with ERP system, Pronto preferred Experience working to achieve targets and with strategic direction. strong drive to seek opportunities to continually improve the business. Established skills in providing high levels of customer service, preferable in a retail environment If this is the opportunity you’ve been looking for and you love Pets as much as we do, apply today! Follow us on LinkedIn to keep up to date on life across our various brands - > In our effort to support People, Pets & Planet, we’re proud of the work our Foundation undertakes - > Our diversity makes us betterwe are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all. We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves At Petstock we are passionate about supporting the communities we're part of, where possible we aim to hire candidates from the same geographic region (typically within a 80km radius) to strengthen community connections and support local economies. Whilst we do not prioritise local candidates over others, we recognise the benefits of hiring individuals who have unique insights into the local community
