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 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.

👀 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.
• Genuine, honest, reliable and adaptable.
• You love dogs.

⏳ The interview process:

1. Initial call with your dedicated Talent Acquisition Partner, carried out remotely.
2. Sometimes the process will include a take home task, or a presentation of some kind.
3. Skills interview, usually carried out remotely.
4. Behaviours interview, usually carried out in person.
5. Depending on the seniority of the role you're applying for, there may be a final Leadership interview as a final step.

We usually expect our interview process to take 3-5 weeks, end to end.

🙌 Our benefits:

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service up to 5 years
• 5 additional, paid 'paws' days off per year dedicated to your learning, development or personal wellbeing. Hit pause when you need it most
• £500 personal learning & development budget to sharpen your skills
• Share options grant - everyone owns a piece of Butternut's success.
• A significant discount on our Fresh food, to keep your own dogs as healthy as our customers
• Enhanced parental leave
• Flexible core working hours
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Private Dental Insurance with Bupa
• Paid time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years service at Butternut
• Discounted gym access through MyGymDiscounts
• Lots of office dogs (Ajax, Peggy, Chief, Louis, Hansen, Winnie and many more….)

💡 Important things to note:

• There are 4 stages to this interview process. If successful after your application you will be invited for a call with our internal recruiter. The second stage is a written task where you'll be asked a mixture of questions, some based on your experience and some situational based. The third and fourth stage will be face to face interviews with members of the Customer Love leadership team.
  
  
• The set hours listed could change based on the unforeseen needs of the Customer Love team and Butternut Box, which is a seven day per week operation. If there are to be any changes to your hours or days of work, reasonable notice and consultation will be given.
• We recommend getting your application in as soon as possible. We reserve the right to close the role early.

• Our team thrives on collaboration. We spend 3 days a week in our West London office (Monday, Wednesday, and Thursday) and 2 days working from wherever you’re most productive. Because being together is a big part of our culture, we’re looking for someone within a comfortable commutable distance to London.

• We’re a small (but mighty!) recruitment team. We aim to respond to everyone personally, but if we’re flooded with brilliant applications, we may need to close the role early. We appreciate your patience while we review applications.

• For this specific role, we’re unable to offer visa sponsorship, so you’ll need the right to work in the UK.

❗️We believe in a seat at the table for everyone.

Butternut Box is an equal opportunity employer. We believe that to make the best food for all dogs, we need a team that represents all humans. We celebrate different nationalities, backgrounds, experiences and perspectives. We are specifically committed to increasing representation from underrepresented groups. We want a strong, diverse team built from different identities and lived experiences. We’re not perfect, but we are dedicated to the ongoing work of building an inclusive, supportive place where you can do the best work of your career.