Customer Care Representative

A bit about us…

At Pure, we’re passionate about transforming dogs’ lives through better nutrition. Born from a friendship between two dog-loving friends and a shared vision, we’ve grown into something truly special – a UK-based company that’s leading the pack in healthy, tailored dog nutrition.

We’re not just another pet food company – we put paws and people first with dogs and their owners driving our decisions. We craft healthy, perfectly portioned meals that delight dogs and keep bowls sparkling clean. But what really makes us different is how we support our pet families every step of the way. Through expert advice and personalised communication, we’re right there beside them on their journey of giving their four-legged family members the best possible life.

The role…

You’ll engage with customers through telephone, email, and online chat, offering an opportunity to shape their experience with Pure. Whether they are a new or long-standing customer, your focus will be on strengthening our relationship, offering tailored support that meets their individual needs. You’ll handle a wide range of inquiries, from assisting new customers to addressing specific nutritional queries, resolving issues, and handling complaints. Always ensuring their experience is seamless, you will approach each situation with empathy and professionalism.

Your goal is to deliver exceptional customer care by providing prompt, clear, and empathetic responses that address both customer needs and business objectives. In addition to solving customer issues, you will also upsell additional products that complement their needs, adding value to their experience with Pure. You’ll identify opportunities to introduce new products or services, helping customers find solutions that best meet their needs while contributing to the company’s growth.

No two days (or dogs!) are the same, so you’ll need to think quickly and creatively to provide brilliant solutions to customer challenges. You’ll have the freedom to go above and beyond to make customers feel valued, ensuring their satisfaction remains a priority.

As part of a small, close-knit team, your main responsibility will be providing outstanding service to new and existing customers, ensuring their concerns are resolved effectively and efficiently. While the focus will be on customer care, there will be opportunities to contribute ideas and insights that could improve the overall customer experience. You’ll also collect valuable feedback, helping guide strategic decisions that will influence future customer service practices and contribute to the company’s growth. Your insights will help shape the voice of the business, fostering a culture of continuous improvement and customer-first thinking.

Standard working hours are Monday to Friday, from 8:30 AM to 5:00 PM. With weekend working on a rotational basis. The specific working hours will be discussed during the interview process.

At Pure Pet Food, our promises put Paws & People First. We’re committed to building a workplace where everyone feels valued, included, and able to thrive. By celebrating diversity, promoting equity, and embracing new ideas, we aim to be Best in Show for our people as well as their pets. If you’re passionate, curious, and want to be part of a team that’s Ahead of the Pack, we’d love to hear from you.

Recruitment agencies – we are managing recruitment for this role directly and not currently engaging with recruitment agencies. Any unsolicited CV’s sent to Pure or members of the team will be treated as direct applicants unless agreement has been made in writing to work directly with the agency on this role.

What we’re looking for

A desire to align to the Pure values:

• Ahead of the pack: Uses customer feedback and data to spot patterns and drive improvements in support. Comfortable discussing performance data openly to find ways to do better.
• Paws & People First: Motivated to exceed customer expectations on every contact, knowing each interaction shapes how pet parents feel about Pure. Customer centric, and builds trust through integrity, kindness, and consistency.
• Best in Show: Results driven and committed to hitting service targets, always looking to improve in a fast-paced, growing business.
• New tricks: Shares ideas to improve the customer experience and stays open to new tools and ways of working as the business grows.

A bit about you…

• You enjoy helping customers and take pride in providing great customer service.
• You stay calm under pressure and are confident dealing with problems and complaints.
• You’re proactive, practical and good at finding solutions.
• You’re comfortable recommending additional products or services when they’re genuinely useful to the customer.
• You communicate clearly and confidently with both customers and colleagues.
• You’re friendly, honest and approachable.
• You have good literacy and numeracy skills and can explain information clearly.
• You’re good at asking the right questions to understand what customers need and find the best solution.
• You have a love for dogs! We value building connections with customers who share similar interests and aim to create a friendly, supportive environment for both customers and colleagues alike.

What's in it for you?

• 33 days holiday (including Bank Holidays)
• Enrolment within our discretionary business performance 10% annual bonus plan (following successful probation)
• Free dog food
• Small business with a family feel!
• Company Pension
• Team social events and the opportunity to support local charities
• Free on-site Parking
• A supportive working environment within a very dynamic growing business that supports personal development goals
• Cycle to work scheme
• EV car scheme (Salary sacrifice)