Legacy Pets Cremation Services
Client Services Team Leader
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About Us
Legacy Pets Cremation Services is a compassionate, private pet crematorium providing individual cremations and home euthanasia services to grieving pet families. We understand that saying goodbye to a beloved pet is one of life's most difficult moments, and our team is dedicated to providing dignified, caring support during these emotional times.
The Role
We are looking for an immediate starter, due to the growing business.
We're seeking an empathetic yet results-driven Client Services Team Leader to lead our small but vital frontline team of 2-3 phone staff who are often the first point of contact for families during their most difficult moments. This is a unique role that balances compassionate customer service with operational excellence. You'll ensure every call is answered, every booking is handled with care, and our team performs at their best while supporting families through loss.
Key Responsibilities
Team Leadership & Development
- Lead, motivate and manage a small team of 2-4 phone staff
- Conduct monthly one-to-one reviews with team members
- Foster a supportive, collaborative team environment that makes work enjoyable
- Identify training needs and opportunities for team development
- Provide constructive feedback and recommend personnel changes when necessary
- Recognize and celebrate high performers
- Bring experience and techniques to teach the team.
Operational Management
- Oversee booking processes for individual cremations and home euthanasia services, and organising our drivers
- Monitor call volumes and ensure minimal missed calls
- Implement strategies to capture every opportunity and maximize service uptake
- Set and track daily and monthly performance targets
- Organize team schedules and workflow for optimal coverage
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Performance & Analytics
- Use company systems to extract and analyze data-driven insights
- Prepare performance reports for senior management
- Identify trends and opportunities for service improvement
- Track conversion rates and booking efficiency
- Monitor KPIs and implement improvement strategies
Multi-Functional Role
- Work across multiple areas of the business as needed
- Provide face-to-face customer service when required
- Support various operational functions within Legacy Pets
- Be adaptable and willing to step into different roles as the business demands
What We're Looking For
Essential
- Full UK Driving License (required)
- Proven experience in team leadership or supervisory role (customer service environment preferred)
- Strong track record in meeting/exceeding targets in a service-based setting
- Excellent communication skills with emotional intelligence - both on the phone and face-to-face
- Ability to balance empathy with business objectives
- Comfortable with data analysis and performance reporting
- Proficient with CRM systems and Microsoft Office
- Organized, proactive, and solution-focused
- Versatile and adaptable - willing to learn and perform multiple roles within the business
Desirable
- Experience in veterinary, funeral, or other compassionate care services
- Background in sales or conversion optimization
- Experience managing remote or small teams
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Personal Qualities
- Compassionate and respectful when dealing with grieving clients
- Natural motivator who brings out the best in others
- Calm under pressure
- High integrity and professionalism
- Growth mindset with continuous improvement focus
- Hands-on attitude - ready to roll up your sleeves wherever needed
- Team player who thrives in a multi-faceted role
What We Offer
- Employment Type: Full-time - 1 weekend day may be required
- Location: Bury
- Salary: Starting at £14.00 Per Hour
- The opportunity to make a meaningful difference during families' most difficult times
- A supportive work environment where compassion and excellence go hand-in-hand
- Varied, diverse role with opportunities to develop skills across the business
About Working at Legacy Pets
At Legacy Pets, we believe in building well-rounded team members who understand every aspect of our business. Like everyone in our company, you'll be expected to learn and contribute to multiple roles within the business, including face-to-face customer interactions. We're looking for people who are excited to jump into many aspects of the business and embrace variety in their day-to-day work.
If you're someone who thrives on diversity in your role and wants to truly understand the business from the ground up, you'll fit right in with our team.
How to Apply
If you're a natural leader who can balance compassion with results, and you're ready for a diverse, hands-on role, we'd love to hear from you.
Please send your CV and a brief cover letter explaining why you'd be perfect for this role.
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