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- Tasks: Lead a team to deliver top-notch customer service across various channels.
- Company: Natures Menu is a leading UK pet food brand with a 40-year legacy.
- Benefits: Enjoy flexible hours, competitive salary, and 25 days annual leave plus bank holidays.
- Why this job: Make a real impact while working with passionate pet wellbeing experts.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Hybrid working model: 2 days in the office, 3 days remote.
The predicted salary is between 28800 - 43200 £ per year.
At Natures Menu, we’re looking for a Customer Care star to lead our D2C customer-facing team to deliver consistently excellent customer experience. This is a permanent role with hybrid working: 2 days per week at our Head office in Snetterton, Norfolk, and 3 days remote.
The Team Leader manages a team of Customer Service Advisers to deliver outstanding service across all D2C channels — call centre, email, social media, and web chat. The role reports to the D2C Head of Customer Success. We care about improving the lives of pets and their caregivers and aim to empower our team to make customer-focused decisions in a dynamic and fast-paced environment.
In this role, you will:
- Line manage, coach, and motivate a team of 10 D2C Customer Service Advisers.
- Create bespoke professional development plans for each team member.
- Coordinate workflows, assign tasks, manage schedules, and handle annual leave.
- Regularly review adviser interactions and public feedback (e.g., Trustpilot) to ensure high-quality, consistent customer care aligned with brand standards.
- Provide professional feedback and coaching to improve customer service standards.
- Utilize Salesforce to analyze customer data, produce reports, and create dashboards for decision-making.
- Monitor and report on KPIs such as case volumes, AHT, and CSAT to improve team performance.
- Handle escalations and complex cases efficiently, prioritizing customer and business interests.
- Collaborate with other teams to ensure timely case management.
- Proactively report system issues and find solutions.
- Identify team development needs and arrange training.
- Share knowledge on D2C, Natures Menu, and partner updates with the team.
- Create guides and manuals for team reference.
- Work effectively with digital tools and activities.
Joining our team allows you to make an impact from day one, working alongside experienced pet wellbeing experts in the UK and internationally. As part of our Customer Care team, you’ll learn a lot and have fun caring for pets.
About You
- Experience in customer service leadership or extensive customer service background with a desire to progress.
- Experience working with D2C customers, ideally in subscription models.
- Ability to train and coach on objection handling and best practices.
- Knowledge of Salesforce and SAP is advantageous.
- Comfortable leading hybrid and remote teams.
- Strong communication and written English skills.
- Organized, thorough, and attentive to detail.
- Proactive in raising issues and suggesting improvements.
- Confident, patient, and diplomatic in difficult situations.
About Natures Menu
We are a market-leading pet food brand with a state-of-the-art facility in Snetterton, Norfolk, with a 40-year legacy. We’re the UK’s leading supplier of raw and natural pet food, committed to real ingredients and expertise. Our products are sold through B2B retail and D2C channels, with the latter being a strategic growth focus, supporting a community of over 12,000 loyal customers. Part of the Agrolimen group, which has a turnover of $2 billion and includes 10 pet food brands across 25 countries.
Perks of Joining Natures Menu
- Flexible hours and hybrid work model.
- Competitive salary and annual bonus scheme.
- Benefits include: 25 days annual leave plus 8 bank holidays.
- Modern head office in Snetterton.
- Discounted gym classes.
- Team events and activities.
- Salary sacrifice pension.
- Career progression pathways and access to the Affinity University platform.
- Wellbeing support via Hapibenefits, Employee Assistance Programme, health portal, and Cycle to Work Scheme.
- Store discounts and exclusive pet food offers.
Click apply to join our pet-loving Customer Care team and take the next step in your career!
Customer Care Team Leader employer: Affinity
Contact Detail:
Affinity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader
✨Tip Number 1
Familiarise yourself with Natures Menu's products and values. Understanding their commitment to pet wellbeing and natural ingredients will help you connect with the company's mission during interviews.
✨Tip Number 2
Highlight your experience in managing customer service teams, especially in D2C environments. Be ready to discuss specific examples of how you've improved team performance or customer satisfaction in previous roles.
✨Tip Number 3
Prepare to demonstrate your knowledge of Salesforce and any relevant metrics like KPIs. Being able to talk about how you've used data to drive decisions will show your analytical skills and readiness for the role.
✨Tip Number 4
Showcase your leadership style and how you motivate remote teams. With hybrid working being a key aspect of this role, sharing strategies you've used to keep teams engaged and productive will set you apart.
We think you need these skills to ace Customer Care Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service leadership, especially in D2C environments. Emphasise any experience with subscription models and your ability to manage and motivate teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of Natures Menu's mission. Mention specific examples of how you've improved customer service standards in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills in coaching, communication, and using tools like Salesforce. Provide examples of how you've successfully handled escalations or complex cases in the past.
Show Enthusiasm for Pets: Since Natures Menu is focused on pet wellbeing, express your enthusiasm for pets and how this aligns with your professional values. This personal touch can make your application stand out.
How to prepare for a job interview at Affinity
✨Showcase Your Leadership Skills
As a Customer Care Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and motivating team members to achieve high standards.
✨Familiarise Yourself with D2C Models
Understanding Direct-to-Consumer (D2C) models is key for this role. Research Natures Menu's approach to D2C and be ready to discuss how your experience aligns with their customer service strategies, especially in subscription models.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in customer service scenarios. Think of specific instances where you handled escalations or complex cases, and be prepared to explain your thought process and outcomes.
✨Demonstrate Your Knowledge of Tools
Since knowledge of Salesforce is advantageous, brush up on your familiarity with it. Be ready to discuss how you've used data analysis tools in previous roles to improve customer service performance and decision-making.