Job Description

About ProtectaPet

ProtectaPet is a trailblazing brand in preventative cat care, specialising in the design, manufacture, retail, and installation of cat fencing solutions. Our mission is to give cats safe outdoor access and owners complete peace of mind.

Our commitment to innovation, animal welfare, and quality has been recognised with the

International Cat Care Cat Friendly Award

and the

King's Award for Innovation

. We are a growing, purpose-led business with a strong customer focus and a supportive, collaborative team culture.

The Role

We are seeking a highly organised, proactive

Office & Customer Operations Coordinator

to play a key role in the smooth day-to-day running of the business.

This is a varied, hands-on role that combines

office coordination, customer communications, compliance administration, and operational support

. You will act as a central point of contact for customers and internal teams, ensuring processes run smoothly, key checks are completed, and customers receive a consistently high standard of service.

You'll join a close-knit team where reliability, ownership, and a positive attitude really matter. This role is ideal for someone who enjoys keeping things organised, communicating clearly, and supporting both customers and colleagues.

Key Responsibilities

Customer Service & Communications

Manage customer service emails and enquiries in a professional, timely manner Respond to customer messages via Facebook and Instagram Monitor and respond to online reviews (Trustpilot, Google, Facebook) Coordinate and manage the quarterly customer review competition Carry out pre-installation checks with customers Complete post-installation follow-ups, satisfaction calls, and emails Log, track, and support resolution of customer issues and snags

Installations, Returns & Logistics Support

Organise and report installation snags, liaising with internal teams Process returns enquiries and manage returns administration Log and track parcel losses or damage, liaising with InXpress Respond to delivery enquiries and keep customers updated

Office Management & Compliance

Maintain the company directory, ensuring health & safety records and documentation are up to date Coordinate and track health & safety checks and inspection requirements Check and record risk assessments and completion acknowledgements Review automated driver licence checks on DAVIS Monitor PPE stock, office supplies, and stationery, reordering as required Coordinate general office and site maintenance where necessary

Invoicing & Operational Administration

Support installation invoicing and finance activations Maintain accurate records across systems Ensure administrative processes are followed and completed correctly Escalate issues where appropriate and follow through to resolution

Office & Team Culture Support

Help maintain a positive, welcoming, and well-organised office environment Support onboarding and ensure new starters feel welcomed and supported Assist with coordinating team meetings, internal communications, and occasional team activities or getaways Support initiatives that contribute to a strong, collaborative company culture

Skills & Experience

Essential

Strong customer service experience (email, phone, or multi-channel) Excellent written and verbal communication skills Highly organised with strong attention to detail Confident managing multiple priorities independently Good IT skills, including email, spreadsheets, and internal systems

Desirable

Office management or operations coordination experience Health & safety or compliance administration experience Experience in installations, logistics, construction, or service-based businesses Familiarity with CRM, booking, or order management systems

Personal Attributes

Calm, professional, and customer-focused Proactive and solution-oriented Reliable, accountable, and comfortable taking ownership Approachable, organised, and detail-driven Enjoys supporting a collaborative, positive team environment
Job Type: Part-time

Pay: 28,275.00-35,100.00 per year

Expected hours: 20 per week

Benefits:

Additional leave Bereavement leave Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Private dental insurance Private medical insurance Sick pay UK visa sponsorship
Ability to commute/relocate:

Newcastle-under-Lyme: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 2 years (required) Office management: 2 years (required)
Work Location: In person