Job Title: Customer Experience Lead
Company: LUNA & me
Location: Beaminster, West Dorset (DT8 3PT)
Salary: £32,000–£35,000
Job Type: Full-time, permanent
Hours: Monday to Friday, 8.00–16.30
Work Location: Office-based (not remote, not hybrid)
LUNA & me is a premium fresh pet food company. Ten years established. The highest-rated pet food in the United Kingdom, and we built that reputation the hard way, one customer, one animal, one interaction at a time.
We are looking for a Customer Experience Lead to own the daily running of our customer experience function, reporting directly to the founder.
What the role is
This is a hands-on office role. You handle customer enquiries by email and phone. You write responses that are warm, precise, and considered. You manage complaints with composure and good judgement. You work alongside a small team, setting the standard by example, doing the work, not overseeing it from a distance.
The function runs on a documented operating system built by the founder. Your job is to work within it, train others inside it, and uphold the standard it sets. The business is growing and the role grows with it, with a genuine progression path. You will spend your days talking to people about the animals they love. If that does not matter to you, this is not the role.
What we need
Three years of professional customer experience in an office-based, written-correspondence role, handling tickets, emails, cases, and complaints through a customer service platform. Daily working experience with a customer relationship platform. Experience in a subscription or e-commerce environment. Excellent written English. Calm temperament. Composure on the telephone. Someone who sees customer service as a professional discipline, not just a job.
This role is not suitable for
Candidates whose experience is primarily face-to-face, retail, hospitality, pub, hotel, or front-of-house. The written correspondence discipline is different. Candidates from high-volume call-centre environments focused on speed and throughput, insurance, utilities, and telecoms. Candidates seeking remote or hybrid working.
How to apply
Send your CV and a covering letter to [email protected]. The covering letter matters; it is the first piece of written work we will see from you, and it will be read as one.
Dorchester is 25 minutes from the office. Yeovil is 30. Taunton is 45. Exeter and Bournemouth are an hour.
Job Type: Full-time
Pay: £32,000.00-£35,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Beaminster DT8 3PT: reliably commute or plan to relocate before starting work (required)
Experience:
- Professional Customer Service: 3 years (required)
Work Location: In person
