Customer Care Team Leader

Affinity; Norwich; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Affinity is seeking a D2C Customer Care Team Leader to lead the customer-facing team at Natures Menu in delivering excellent service across various channels. This permanent role offers a hybrid work model and aims to empower team members to make informed customer-focused decisions.

Benefits

Flexible hours and hybrid work model

25 days annual leave plus 8 bank holidays

Discounted gym classes

Salary sacrifice pension

Wellbeing support via Employee Assistance Programme

Qualifications

• Experience in customer service leadership.
• Working with D2C customers, ideally in subscription models.
• Strong communication and written English skills.

Responsibilities

• Manage and motivate a team of 10 Customer Service Advisers.
• Monitor KPIs and improve team performance.
• Handle escalations and complex cases efficiently.

Skills

Customer Service Leadership

Coaching

Communication

Proactive Problem Solving

Tools

Salesforce

SAP

Job description

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Description

D2C Customer Care Team Leader

At Natures Menu, we’re looking for a Customer Care star to lead our D2C customer-facing team to deliver consistently excellent customer experience. This is a permanent role with hybrid working: 2 days per week at our Head office in Snetterton, Norfolk, and 3 days remote.

Our Customer Care Team Leader

The Team Leader manages a team of Customer Service Advisers to deliver outstanding service across all D2C channels — call centre, email, social media, and web chat. The role reports to the D2C Head of Customer Success.

We care about improving the lives of pets and their caregivers and aim to empower our team to make customer-focused decisions in a dynamic and fast-paced environment.

In this role, you will:

1. Line manage, coach, and motivate a team of 10 D2C Customer Service Advisers.
2. Create bespoke professional development plans for each team member.
3. Coordinate workflows, assign tasks, manage schedules, and handle annual leave.
4. Regularly review adviser interactions and public feedback (e.g., Trustpilot) to ensure high-quality, consistent customer care aligned with brand standards.
5. Provide professional feedback and coaching to improve customer service standards.
6. Utilize Salesforce to analyze customer data, produce reports, and create dashboards for decision-making.
7. Monitor and report on KPIs such as case volumes, AHT, and CSAT to improve team performance.
8. Handle escalations and complex cases efficiently, prioritizing customer and business interests.
9. Collaborate with other teams to ensure timely case management.
10. Proactively report system issues and find solutions.
11. Identify team development needs and arrange training.
12. Share knowledge on D2C, Natures Menu, and partner updates with the team.
13. Create guides and manuals for team reference.
14. Work effectively with digital tools and activities.

Joining our team allows you to make an impact from day one, working alongside experienced pet wellbeing experts in the UK and internationally.

As part of our Customer Care team, you’ll learn a lot and have fun caring for pets.

About You

Experience in customer service leadership or extensive customer service background with a desire to progress.

Experience working with D2C customers, ideally in subscription models.

Ability to train and coach on objection handling and best practices.

Knowledge of Salesforce and SAP is advantageous.

Comfortable leading hybrid and remote teams.

Strong communication and written English skills.

Organized, thorough, and attentive to detail.

Proactive in raising issues and suggesting improvements.

Confident, patient, and diplomatic in difficult situations.

About Natures Menu

We are a market-leading pet food brand with a state-of-the-art facility in Snetterton, Norfolk, with a 40-year legacy. We’re the UK’s leading supplier of raw and natural pet food, committed to real ingredients and expertise.

Our products are sold through B2B retail and D2C channels, with the latter being a strategic growth focus, supporting a community of over 12,000 loyal customers.

Part of the Agrolimen group, which has a turnover of $2 billion and includes 10 pet food brands across 25 countries.

Perks of Joining Natures Menu

Flexible hours and hybrid work model. Competitive salary and annual bonus scheme. Benefits include:

• 25 days annual leave plus 8 bank holidays
• Modern head office in Snetterton
• Discounted gym classes
• Team events and activities
• Salary sacrifice pension
• Career progression pathways and access to the Affinity University platform
• Wellbeing support via Hapibenefits, Employee Assistance Programme, health portal, and Cycle to Work Scheme
• Store discounts and exclusive pet food offers

Click apply to join our pet-loving Customer Care team and take the next step in your career!