Customer Love Team Member

Butternut Box; City of Westminster; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A pet food company in Westminster is seeking a motivated and outgoing customer service representative. You will utilize various communication tools to assist customers and shape their journey while working in a hybrid model from the office and home. The ideal candidate will possess exceptional communication skills, a problem-solving mindset, and a love for dogs. This position offers comprehensive benefits including generous holiday, learning budgets, and wellness days.

Benefits

25 days holiday plus bank holidays

5 paid 'paws' days

£500 personal learning & development budget

Enhanced parental leave

Private Medical Insurance

Discounted gym access

Cycle to work scheme

Qualifications

• You have experience in a customer service role.
• Exceptional communication skills, both spoken and written.
• Good numerical reasoning skills and the ability to understand complex plans and discounts.
• A passion for problem solving and finding resolutions independently.

Responsibilities

• Being the face and voice of Butternut Box to new and existing customers.
• Using communication tools including phone, email, live chat, and social media to keep customers informed.
• Dealing with a wide range of queries, issues, and feedback from our current and potential customer base.
• Passing on customer insights & feedback for us to turn those into strategic decisions.

Skills

Exceptional communication skills

Problem-solving

Numerical reasoning

Ability to work autonomously

Experience in a customer service role

Interest in dogs

Tools

Macbook

Job description

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, 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 moments of happiness to the people (and dogs!) we serve and is excited by the idea of working in an exciting business from within our office in White City, London. This role is for 39 hours per week, Monday‑Friday 9am to 6pm. This is a hybrid role with office days on Monday, Wednesday and Thursday.

Responsibilities

• Being the face and voice of Butternut Box to new and existing customers.
• Using communication tools including phone, email, live chat and social media to keep customers informed.
• 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.
• Initial call (45 minutes): Introductory chat with our Talent Partner.
• Technical interview (1 hour): Remote interview where you'll get the opportunity to present your task to the team. You'll then be asked a number of questions relating to it.
• In person values interview (45 minutes): In person interviews in our office in White City where you will meet with the Customer Love Director. You'll be asked a number of scenario and competency based questions regarding your alignment to our company values.
  A passion for problem solving and finding resolutions independently.
• You have experience in a customer service role.
• Experience using a Macbook also a bonus but not essential.
  
• Ready to get stuck in and work hard.
• Good numerical reasoning skills and the ability to understand complex plans and discounts.
• Exceptional communication skills, both spoken and written.
• Kind, giving and thoughtful.
• You can work autonomously to a very high standard, and also thrive as part of a team.
• Eager to learn and improve.
• Genuine, honest, reliable and adaptable.
• You love dogs.
  

Qualifications

• We work 3 days per week from our West London office (Monday, Wednesday and Thursday) and 2 days from home. This is non negotiable, so please only apply if you're within a reasonable commute of London.
• We reserve the right to close the position if we receive a lot of applications. We’re a small recruitment team so do bear with us - we aim to respond to all applicants personally.
• We are unable to offer visa sponsorship for this role.
• We are not looking for recruitment agency support for this role.

Benefits

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service
• 5 paid 'paws' days per year to support learning and/or wellbeing
• £500 personal learning & development budget
• Butternut Box employee discount
• Enhanced parental leave (52 weeks' maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Best office ever
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Axa
• 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 (Chief, Basil, Jammy, Peggy, Pip, Winnie and many more….)

Equal Opportunity

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.