Customer Love Team Member

Butternut Box | B Corp; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Butternut Box is seeking a friendly, proactive Customer Service representative to be the face and voice of the brand, handling queries across email, phone, live chat and social channels from our White City, London office. This 39-hour-per-week hybrid role offers Monday, Wednesday and Thursday office days, with flexible collaboration in a fast-growing business.

You will resolve customer queries, gather feedback, and contribute to shaping the customer journey while delivering happy moments to dogs

Qualifications

• Experience in a customer service role.
• Exceptional communication skills, both written and spoken.
• Strong problem-solving abilities and a proactive approach.
• Ability to work well in a team and autonomously.
• Comfort with interpreting plans and discounts for customers.

Responsibilities

• Be the face and voice of Butternut Box to customers.
• Respond to queries via phone, email, live chat and social media.
• Handle a wide range of customer issues and feedback.
• Help shape the customer journey with insights for the business.

Skills

Customer service experience

Excellent communication

Problem solving

Teamwork

Attention to detail

MacBook familiarity

Tools

MacBook

Job description

Fresh Food, Happy Dogs.

We believe dogs deserve the healthiest, most natural and tastiest meals - with none of the nasties. That’s why we make FRESHly prepared food, cooked just like you would at home and delivered direct to our customers in perfect portions.

As a B-Corp certified company, you’re joining a sustainable business that genuinely cares about our people, our products and our impact on the planet. Our goal is simple: to help dogs live healthier, happier, and longer lives, while leaving humans smiling after every interaction.

We’ve come a long way since our co-founders (Kev & Dave), hand delivered the very first Butternut Box. Today, we feed hundreds of thousands of hungry dogs across the UK and Europe - but we won’t stop until we’re feeding dogs everywhere. To get there, we need a team of brilliant people who share that ambition to come and work for us.

The job:

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 help people’s lives easier and happier.

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.

Day-to-day activities:

• 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.

What we're looking for:

• 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.