Customer Service Team Leader

Lead. Coach. Inspire. Make Every Customer Interaction Count.

🐾 About Us
At Animed, we're all about helping people give their animals the very best care. As a trusted online retailer of veterinary supplies and pet healthcare products, we combine expert knowledge with genuine care to support our customers every step of the way.

We're proud to be part of CVS Group plc, one of the UK's leading integrated veterinary services providers. CVS brings together veterinary practices, diagnostic laboratories, and pet retail businesses, all connected by a shared purpose—providing the highest standard of care for animals. Being part of CVS means we benefit from strong industry expertise, investment in our people, and a commitment to continuous improvement.

Our Customer Care team is at the heart of what we do—bringing our values to life through every conversation. As we grow, we're looking for leaders who can develop our people, strengthen performance, and keep our culture positive, supportive, and customer-focused.

💼 The Role
This isn't just about managing a team—it's about building one.

As a Customer Care Team Leader, you'll lead a team of around 10 advisors, helping them grow in confidence, capability, and consistency. You'll be their coach, their support, and their biggest advocate—creating an environment where people enjoy coming to work and feel proud of what they do.

If you're someone who leads by example, loves developing others, and thrives on seeing people succeed, you'll fit right in.

💸 Salary & Working Pattern
£30,000 – £32,000 per annum
40 hours per week
Hybrid working (collaborative time in the office + flexibility from home)

🚀 What You'll Be Doing
👋 Setting People Up for Success

• Welcome new starters and make their first experience a great one
• Support recruitment alongside the Customer Care Manager
• Lead onboarding so new team members feel confident and connected from day one

🎯 Coach, Coach, Coach

• Run regular 1:1s that actually make a difference
• Tailor your coaching style to bring out the best in each person
• Help your team master the art of great conversations—listening, tone, and problem-solving
• Celebrate every win (big or small!) and keep learning at the centre

📈 Driving Performance (Without Losing the Human Touch)

• Use KPIs to spot trends and support improvement
• Share best practice and keep standards high across the team
• Create consistency without making things robotic

⚙️ Making Things Better

• Improve processes so they actually work for your team
• Remove unnecessary steps and make life easier for advisors and customers alike

🔍 Supporting the Tough Stuff

• Oversee areas like disputes, payments, and fraud
• Work with other teams to resolve issues quickly so your team can focus on customers

🤝 Leading Through Challenges

• Handle tricky situations with empathy and fairness
• Keep communication open, honest, and respectful
• Build trust through transparency and consistency

✅ What You'll Bring

• A genuine passion for customer experience
• Proven ability to coach, support, and develop people
• Confidence using data to drive performance and improvement
• Strong communication skills—clear, positive, and motivating
• An organised, structured approach
• The ability to adapt your style to different people and situations
• A growth mindset—always looking to improve and help others do the same
• A team-first attitude with a collaborative approach
• Empathy and emotional intelligence
• A positive, motivating presence—even on the tough days

⭐ Nice to Have

• Previous experience in a Team Leader or Supervisor role

💙 Why Join Us?

• Be part of a business that genuinely cares about people and customers
• Join a wider group (CVS) with strong values, stability, and opportunities to grow
• A role where your ideas, coaching, and leadership really matter
• A supportive environment where you can develop your leadership career

If you're ready to lead with purpose, build a strong team, and create great customer experiences every day—we'd love to hear from you.