About us
At Natures Menu we believe the bond between pet and owner isn’t for a moment; it’s for a lifetime. From that first excited tail wag to the gentle steps of old age, our pets nourish us along the way, every day. Brightening our mood, getting us outside and just…being there. We believe dogs and cats deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we pioneered raw feeding 45 years ago and have now expanded across different ranges to make sure all pet parents have more natural alternatives to traditional pet food. We want to make food that tastes good and does good for the pets we serve. Lovingly crafted in our local Norfolk factory, you can be sure you are joining a sustainable company who care about our people, the products we create and our impact on the environment. And to do this, we need a team of brilliant people who share that ambition to come and work with us.
Your role
Reporting to the Customer Service Team Leader, this role is responsible for delivering an outstanding customer experience by managing customer enquiries, complaints and service requests across telephone, email and live chat. The successful candidate will use strong communication and problem-solving skills to resolve issues efficiently, ensuring a seamless customer journey that promotes customer loyalty and supports Natures Menu's reputation for excellent service.
What You Will Do
· Respond to customer enquiries via telephone, live chat, and email in a professional, friendly, and timely manner.
· Provide accurate information regarding products, services, orders, deliveries, returns, and account-related queries.
· Investigate and resolve customer issues, complaints, and concerns, ensuring a satisfactory outcome wherever possible.
· Process customer requests, amendments, refunds, replacements, and other service-related transactions in line with company policies.
· Maintain detailed and accurate records of all customer interactions within the CRM or customer management system.
· Escalate complex queries or complaints to the appropriate department or management team when required.
· Meet individual and team performance targets, including customer satisfaction, response times, and quality standards.
· Proactively identify opportunities to improve customer experience and internal processes.
· Collaborate with internal departments such as Warehouse, Logistics, Finance, and Marketing to resolve customer issues effectively.
· Stay up to date with company products, promotions, policies, and procedures.
What We Are Looking For
Essential
· Minimum 2 years' experience in Customer Service, or a similar customer-focused role.
· Previous experience of order processing, administration and handling customer queries.
· Excellent verbal and written communication skills.
· Strong telephone manner and active listening skills.
· Ability to manage multiple customer conversations across different channels simultaneously.
· Strong problem-solving and decision-making abilities.
· Experience using CRM and business systems; knowledge of Salesforce, SAP, Microsoft Office and Google Workspace would be advantageous.
· Strong attention to detail and organisational skills.
· Right to work in the UK.
Personal Attributes
· Customer-focused with a passion for delivering outstanding service.
· Empathetic, patient, and professional in all customer interactions.
· Positive and resilient when handling challenging situations.
· Team player with a collaborative approach.
· Ability to work independently and manage workload effectively.
· Flexible and adaptable in a fast-paced environment.
Location: Based at our site in Snetterton, Norfolk - Hybrid (2 days per week in the office)
Pay: £26,000.00-£28,500.00 per year
Benefits:
- Company events
- Cycle to work scheme
- Employee discount
- On-site parking
- Work from home
Application question(s):
- Will you work Fulltime 40 hours per week or Part Time 16 hours a week? Please specify clearly the contract you require.
Work Location: Hybrid remote in Snetterton
