Job Description

About the business

We are a UK-focused direct-to-consumer pet food brand producing fresh, subscriptionbased cat food. The business is built around product quality, long-term customer trust, and resolving issues properly.

This is reflected in a 4.6 / 5 Trustpilot rating from 11,000+ verified customer reviews.

This is a service-led consumer brand, not a volume BPO environment.

The role

You will manage and coach a small customer service team supporting UK customers. The role focuses on service quality, sound judgement, and escalation handling rather than volume targets or rigid scripting.

Core skills required

?

Coaching:

Proven experience using a recognised framework (e.g. GROW or a structured internal model) to develop agent capability and confidence

?

People management:

Strong understanding of performance management, conduct, and standards, including addressing underperformance with HR support

?

Communication:

Clear, confident, and composed communication skills, particularly when managing customer escalations

?

Data literacy:

Ability to interpret KPIs, trends, and contact drivers to inform decisions and improvements

?

Operational judgement

: Sound decision-making that balances customer outcomes with commercial and service standards

About you

Bright, composed, and highly communicative English fluency at a native or near-native formal level and colloquial level suitable for UK customer interactions Experience within

direct-to-consumer or owned-brand e-commerce environments like:

, Supurbalist, Yuppie Chef, Faith full to nature, onedayonly, Amazon UK, Takealot, Checkers 60, Absolute Pets) Experience primarily within large outsourced/BPO contact-centre environments is unlikely to align due to differences in service model and expectations Genuine interest in pets and customer experience
This role suits someone who values ownership, coaching, and service quality within a consumer-led brand environment. This role suits someone who values owners

Job Type: Full-time

Application Question(s):

Do you have any pets (cats is the right answer) but dogs are great too ? Do you work at a brand that has a great reputation for service - not a BPO style environment ? Do you have native level understanding of English in a formal and colloquial sense ? Do you keep up to date with UK culture, entertainment etc ?
Work Location: Remote