Sales and Retention Specialist (Telephone)

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.

In this role, you’ll engage with customers mainly by phone and email, with some support through online chat and social media, contributing to a positive Pure experience. Whether they are starting or ending their journey with us, this is your opportunity to strengthen or restore our relationship by providing tailored solutions that meet their evolving needs.

You’ll handle a wide range of inbound and outbound inquiries, from assisting new customers with sign-ups to reaching out to those who’ve recently cancelled to explore ways to win them back. Your goal is to deliver sales excellence through a customer-centric approach, communicating with intent and purpose to meet both customer and business objectives.

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

As part of a small, close-knit team, your primary responsibility will be to sell our products to new customers and retain those at risk of leaving. However, due to the dynamic nature of our business, you may also assist with customer service queries, with plenty of opportunities to upsell where appropriate.

You’ll also collect valuable customer insights and feedback, helping to guide strategic decisions and shape the future direction of the business. Your contributions will play a key role in influencing our company culture, voice, and approach, bringing fresh perspectives to everything we do.

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…

• Customer-focused – passionate about delivering a positive, personalised experience and building strong, lasting customer relationships.
• Commercially minded – confident making outbound calls, with the ability to identify cross-selling and upselling opportunities to build customer loyalty and drive result.
• Proven track record of success – consistently meets and exceeds targets, with a strong focus on achieving results.
• Exceptional communicator – able to build rapport and communicate confidently and effectively with both customers and internal teams.
• Open and transparent – values honest, clear communication and understands the importance of keeping customers and colleagues informed every step of the way.
• Strong numeracy and literacy skills – able to communicate information clearly, accurately and concisely, ensuring customers are fully informed and understand their next steps.
• A natural problem-solver – asks thoughtful, insightful questions to understand customer needs and provide tailored, effective solutions.
• Customer-focused – passionate about delivering a positive, personalised experience and building strong, lasting customer relationships.
• A dog lover! – a genuine love of dogs is a big plus. We enjoy connecting with customers who share our passion and creating a friendly, supportive environment for both customers and colleagues.

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)