Part-Time Customer Services Coordinator

Position Overview

We create products that help millions of pets and their owners live happier lives together. Our brands include Halti, Baskerville, Coachi, Pet Head and Pet Corrector, trusted by dog owners, trainers and vets around the world.

We're looking for a part-time proactive, organised and customer-focused Customer Services Coordinator to take ownership of customer enquiries, investigate product concerns and work closely with teams across our business. This is a varied, hands-on role combining customer care, problem-solving, administration and customer insight.

You'll have the autonomy to manage cases from start to finish, the confidence to work with colleagues at all levels, and the opportunity to turn customer feedback into meaningful improvements to our products and processes.

Job Responsibilities:

Customer care and case management

• Respond to customer enquiries across our brands and international markets, providing clear, accurate and helpful information.
• Manage complaints, product queries, returns, warranty claims, suspected faults and sensitive or safety-related concerns.
• Own cases through to resolution, gathering evidence such as proof of purchase, batch numbers and photographs, and coordinating with colleagues where needed.
• Recognise when issues require specialist input or escalation, particularly those involving product safety, legal, regulatory or reputational risks.

Replacements, refunds and administration

• Arrange approved refunds and replacements in line with company policies.
• Process UK replacement orders through Shopify and arrange international replacements through relevant Amazon marketplaces.
• Maintain accurate order, delivery and expenditure records, ensuring customer details and supporting documentation are correct.
• Use company credit cards responsibly for authorised purchases and complete monthly expense submissions and reconciliation.

Working across the business

• Collaborate with Product and Development, Brand, Sales, Finance, Operations, Digital and Ecommerce teams to investigate and resolve customer issues.
• Communicate confidently with colleagues at all levels, including Brand Managers and Directors, clarifying responsibilities and following up on actions when necessary.
• Direct trade and sales enquiries to the appropriate Sales contact, ensuring relevant product issues are recorded for investigation and reporting.

Customer insight and continuous improvement

• Maintain accurate Zendesk tickets, customer records and issue categories to support reliable reporting.
• Identify recurring complaints, product faults and emerging trends, sharing relevant evidence and insights with Product and Brand teams.
• Produce quarterly Customer Services reports covering contact volumes, reasons for contact, complaints and product trends.
• Maintain and improve the Customer Services Guide, approved responses, processes, knowledge resources and escalation routes.
• Identify knowledge gaps, inefficient processes and opportunities to improve the customer experience, raising suggested Zendesk or workflow changes with the relevant system owner.

Key Skills & Experience

• Experience in customer services, customer experience or a similar customer-facing role
• Excellent written and verbal communication skills, with the ability to explain information clearly and professionally.
• Strong organisation, attention to detail and the ability to manage competing priorities.
• Confidence working with data, maintaining accurate records and producing reports.
• The judgement to resolve issues independently, challenge appropriately and escalate when necessary.
• Experience using a CRM or ticketing system and good working knowledge of Microsoft 365, particularly Outlook, Teams, Word and Excel.
• A collaborative mindset, curiosity about products and a commitment to continuous improvement.

Desirable

• Experience with Zendesk, Shopify or Amazon marketplaces
• A background in pet products, consumer goods, retail or ecommerce
• A genuine interest in animals and the pet industry.

Location & Working Requirements

This is an Part-Time (15 hours per week) office-based role in Chertsey, Surrey, and the successful candidate will be required to work from the office on a regular basis.

Candidates should therefore be able to commute to the Chertsey office as required for the role.

Please only apply if the advertised salary of up to £30,000 / £16,000 (pro rata) per annum, depending on experience, is in line with your expectations and you are able to meet the office-based requirements of the role.

Pay: £16,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking

Work Location: In person