Customer Love Team Member

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.

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