SUMMER MEGA SALE prices slashed by up to 70% - SHOP NOW. >

SUMMER MEGA SALE prices slashed by up to 70% - SHOP NOW. >

Work for us

We are a privately-owned, family-run business based in Hyde, Greater Manchester, and have become one of the largest specialist online pet retailers in the UK since we launched in the early-2000s. Our three brands - Swell UK, Swell Reptiles, and Swell Pets - serve thousands of customers every week.

We employ over 50 people, who are integral to our success and are the heartbeat of our business. We respect and value every member of our teams. Everyone has a strong work ethic and a proactive approach to improving the customer experience. 

As we continue to rapidly expand, we are always looking for talented and driven individuals. If you'd like to join the team, please get in touch, even if there doesn't appear to be a vacancy. We may even create a role just for you.


Technical advisors

Our technical team are specialists in aquariums, ponds, reptiles, amphibians, and other pets. They answer queries from customers by phone or email. 

Customer services

Our CS team is there if you need help placing your order and sort out any issues that may arise afterwards. They help keep our customers happy. 

Operations

Our operations team includes everything from forklift drivers, to the pickers, packers, and managers, who get customers' orders out on time.

Marketing

Our e-commerce and marketing team builds and maintains our sites and delivers industry-leading content and communications.


Current vacancies


Customer Service Advisors

We are seeking extra Customer Service Advisors to join our team. Our Customer Service Advisors are the face of the business and occupy a critical role within the CS team. They are responsible for providing fast, friendly, accurate, and professional assistance to customers (by telephone, email, and live chat) to help improve their shopping experience, and resolve any post-purchase problems that may arise. Customer Service Advisors need to be calm, polite, apologetic, and great at problem-solving, so customers who call with an issue go away feeling like they’ve had great service.

Key areas of the role

Customer service: Answers telephone calls, emails, and live chats in a friendly, polite, and professional manner and provides consistent high-quality service that is in line with our Standard Operating Procedures. 

Efficiency: Is aware of the need to be fast and efficient when providing customer service to maximise the volume of support requests handled. Utilises time-saving techniques to try and reduce the time it takes to handle customer issues so customers get a faster service.

Conflict resolution: Is empathetic towards customers and is skilled in conflict resolution, negotiation, and de-escalation. Provides appropriate solutions to keep customers happy so they purchase from us again.

Key measures of success

  • Provides a calm, friendly, and professional service at all times.
  • Utilises time-saving techniques to increase the volume of tickets handled.
  • Generates Customer Satisfaction (CSAT) scores above the target level.

This role is full-time and based at our offices in Hyde, Greater Manchester. 


Technical Advisors

Are you an expert in aquarium or pond fish, or reptiles and amphibians, with a passion for gear? If so, we are currently on the lookout for additional Technical Advisors to join our customer service team. Our Technical Advisors help customers choose the right products for their aquarium, pond, or vivarium, and troubleshoot any technical issues that arise after purchase. They also work closely with our e-commerce team to ensure our product pages contain clear product information to help customers easily select the right products for their needs. 

You'll need to know your subject inside out and love talking to people about the latest aquarium, pond, or vivarium products. Technical Advisors respond to both telephone calls and emails, so a great telephone manner is important, as well as having the ability to write clear, succinct, emails with good spelling and grammar. Prior experience in aquatic retail would be highly advantageous. 

Key areas of the role

Technical advice: Advising customers on the right products to select, or helping them with aftersales technical issues. You'll need to be an experienced fishkeeper, pondkeeper, or reptile enthusiast with a strong knowledge of products and the ability to troubleshoot customer issues. 

Customer service: Answers telephone calls, emails, and live chats in a friendly, polite, and professional manner and provides consistent high-quality service that is in line with our Standard Operation Procedures. 

Key measures of success: 

  • Provides fast, accurate technical advice to help customers choose the right products.
  • Provides a calm, friendly, and professional service at all times.
  • Utilises time-saving techniques to increase the volume of tickets handled.
  • Generates Customer Satisfaction (CSAT) scores above the target level.

This role is full-time and based at our offices in Hyde, Greater Manchester. 


Join the team

If you'd like to join the team, we'd love to hear from you. Please send us a copy of your CV and a letter telling us why you think you'd make a good addition to our team and we'll get back to you. You can contact us at [email protected]