Customer Love Team Member

📣 A bit about the role:

We are searching for an outgoing, hardworking, all-around great communicator who cares passionately about the experience that our customers receive.

You will be joining an exceptional team to be the eyes and ears of Butternut Box, talking to our customers on a daily basis to resolve all customer queries. All incoming live customer contact will go through you, especially making use of email, phone, live chat, WhatsApp and social media channels. You will be empowered to help shape our customer journey and come up with new ways to make people’s lives easier and happier.

We want you to tell us in your initial application what your favourite dog breed is and why. The right fit will be someone who is motivated by the idea of bringing random moments of happiness to the people (and dogs!) we serve and is excited by the idea of working in an early-stage business from within our brand new customer built office in White City, London.

This role is for 39 hours per week, Monday - Sunday on a rolling rota basis including regular weekend days and bank holidays. Customer Love currently operates on a shift basis with a flexible early shift starting between 8am-9am and finishing between 5pm-6pm and a late shift starting at 11am and finishing at 8pm. This is a hybrid role with office days on Monday, Wednesday and Thursday and two work from home days.

Some of your day-to-day activities will include:

• Being the face and voice of Butternut Box to new and existing customers.
• Using communication tools including phone, email, WhatsApp, live chat and social media to keep customers informed.
• Track and monitor deliveries, reporting tech issues, proactively spotting errors and suggesting timely fixes for them.
• Dealing with a wide range of queries, issues and feedback from our current and potential customer base.
• Bringing happy moments to the people (and dogs!) we serve.
• Passing on customer insights & feedback for us to turn those into strategic decisions for the future of the business.
• Helping to form our culture and voice, and bring a fresh pair of eyes to everything.

We need to be accessible to our customers at all times, this means that for the majority of this role you will need be confident and have a passion for helping them on the phone.

👋 A bit about you:

• Outgoing and Personable: You light up a room with your energy and charisma, naturally drawing people in and building relationships effortlessly.
• Highly Engaged: You gain energy from being around others and enjoy engaging in lively conversations, whether in a small group or a crowd.
• Positive and Proactive: You’re a glass half full type of person. You always see the best in people and you find the silver lining to problems where you think of solutions proactively.
• Adventurous and Open-Minded: Trying new things excites you, and you’re eager to step out of your comfort zone to explore new opportunities, ideas, and experiences.
• Adaptable and Resilient: Change doesn’t intimidate you—it invigorates you. You embrace challenges and pivot with ease when new directions emerge.
• Communication and Numbers: Exceptional communication skills, both spoken and written, plus quick numerical reasoning skills; you’re able to spot when things don’t add up.
• Experienced and Knowledgeable: You have customer service experience either face to face or via live communication channels, and you are eager to continuously learn and improve.
• You love dogs.

🐶 A bit about us. 

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions. #LI-Hybrid

As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK & Europe - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us. 

 🙌 A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service 
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget 
• Butternut Box employee discount 
• Enhanced parental leave
• Co-working office space. 
• Flexible working hours and work from home options 
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Private Dental Insurance with Bupa
• Time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years at Butternut
• Discounted gym access through MyGymDiscounts
• Lots of office dogs (Ajax, Brio, Basil, Chorizo, Lenny, Jasper, Peggy, Pip and many more….)

❗️A few things to note: 

• Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

#LI-Hybrid