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, 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.

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, 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.

👋 A bit about you.

• 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.

📢 Our interview process:

• Application review
• Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
• 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. 

ℹ️ Logistics:

• 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.

🐶 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 - 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 (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….)

❗️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