A fresh take on dog food
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Customer Support Manager
🐶 A bit about us
At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions.
Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us.
🐾 A bit about the role
In this role you will be expected to:
Be wholly responsible to provide a World Class customer experience to everyone we speak to on any channel they want to contact us on.
Speak to our customers and go over and above on a daily basis.
Build, develop, manage, motivate and retain a team of exceptional Customer Love Team Members.
Achieve excellent eNPS scores and have a passion for driving wellness, positive culture, happiness and brand loyalty within your team by being a true leader.
Thrive on a feedback culture, giving and receiving quality feedback to your colleagues to drive Butternut to continuously improve and create an excellent base of talent.
Bring excellent reviews and satisfaction ratings from our customers to multiple platforms to bolster the Butternut experience and brand.
Use qualitative and quantitive data to deliver ideas, projects and insight to the wider Butternut team and to senior management on a regular basis.
Be a stickler for the data. You make sure the numbers are always correct.
Scale your team in line with Butternut growth, and continuously find innovative ways to work smarter and quicker whilst reducing the Contact per Delivery rates.
Take the lead with work streams and projects that have the customer at the core.
You drive the voice of the customer back into Butternut at every opportunity.
Bring useful data and insight back into Butternut from other businesses and industries that we can learn from.
Present at senior leadership level confidently and effectively.
Operate within important process and procedural guidelines such as GDPR and PCI.
You will report into our Head of Customer Love and will manage multiple team members.
🐕 A bit about you
You love dogs, naturally. (You like people too...)
You are passionate about people, and enjoy continuous personal improvement.
You like to coach rather than teach, and you genuinely want to see people happy.
You have no problem public speaking and delivering tough messages when you need to.
You do things with integrity and because they are the right thing to do, not because they are the easy things to do.
You can operate with a long term forward vision for your team a few years out of right now.
You are resilient and calm, things don't easily phase you but you give the right weight to a situation when you need to.
You are highly organised, and attention to detail is not enough. You spot trends and concerns in the detail and you make sure they are picked up and worked on quickly.
You have a bias to operating at pace.
You thrive on achieving goals and set yourself stretched targets to aim for.
You enjoy analysing data to make sound judgement calls in all of your decision making using qualitative and quantitative data, as well as your own initiative.
You get stuck in when you're needed and you know how to delegate important work to the right people.
You are an expert at task management, and can manage many spinning plates at once.
You follow up on outstanding work, and you leave no stone unturned or unaddressed.
You are fluent in both Dutch and English to a native written and verbal standard.
You have at least five years experience in growing and managing high performing and happy teams of people in a customer first role.
You have demonstrated experience using spreadsheets and other tools to report, budget or forecast to make decisions on a regular basis.
You've previously lead hiring and recruitment for roles within your team, and can articulate a passion towards Diversity and Inclusion.
You have lead projects and initiatives to drive customer experience, and have previously implemented new processes, systems and procedures with success.
You have experience managing data compliance processes, including training and continuous improvement in this area.
🙌 A bit about what we offer
24 days holiday (plus 8 bank holidays)
Additional holidays for each year at Butternut (up to a max of 5)
£500 personal learning & development budget
Butternut Box employee discount.
Flexible working hours and work from home options
Friday drinks & monthly team socials (even remotely...)
The opportunity to help dogs live healthier and happier lives.
💬 A few things to note:
There is no closing date for this role. However, we normally experience a high volume of applications so if you are interested we suggest applying as soon as possible.
We aim to respond to all applicants personally. Our recruitment team is small so do bear with us.
Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.
We are not looking for external agency support with this role.