Customer Love Team Member 🐱 in London

A bit about the opportunity: Are you a hardworking, cat-centric person ready to embark on an exciting journey? We're on the lookout for someone to join the founding team of our cat business. This is more than just a job; it's an opportunity to shape the future of our brand and customer experience. There are 11 million cats in the UK, and, just like dogs, they are considered a member of the family, so all we want is the best for them. The experience of owning a cat can be stressful, and the food industry has let cats down; what’s available isn’t meeting their needs for both taste and nutrition. In fact, many cat parents don’t even understand what those needs are in the first place. It’s making cats unhappy and unhealthy, and cat parents feel guilty and deflated. We know we can be the solution. We are on a mission to deliver fresh, healthy food for cats, direct to their door. Thanks to our expertise in all things cat, we offer an unmatched combination of quality and taste. And our flexible service means cat humans can tailor their order to suit them and their cat’s needs.

A bit about the role: We are searching for a dynamic, hardworking, all-around great communicator who cares passionately about the experience that our customers receive and is happy to get stuck in wherever they’re needed most. You will be talking to our customers on a daily basis, and going above and beyond to resolve all customer queries. All incoming live customer contact will go through you, especially making use of phone, live chat, email and social media channels. As part of the newly formed team, you will be empowered to help shape our customer journey and come up with new ways to make people’s lives easier and happier. We’re in the early stages of our journey, so the right fit will be someone who embodies a scrappy startup mindset and is ready to go above and beyond in every customer interaction. You’re willing to take extraordinary steps, like hand-delivering our meals to customers who experience a delivery issue, to ensure every customer experience is not just preserved, but cat-apulted to the highest standard. You love and understand cats, and have want to talk about them at any opportunity. So go ahead and tell us your favourite cat anecdote in your application. We’re all ears.

Hybrid working and shift: This is a hybrid working role, offering flexibility with 2 work-from-home days each week. Our office days at the Box Office are Monday, Wednesday and Thursday, with the possibility of occasional travel to other locations as your role evolves. This role is for 39 hours per week, with core hours being Monday - Friday, and weekends on a rota basis, with time off in lieu.

Some of your day-to-day activities will include:

• Being the face and voice of Marro to new and existing customers.
• Using communication tools, including phone, email, messenger and social media, to keep customers informed.
• Seeking out and passing on customer insights and feedback so we can turn those into strategic decisions for the future of the business.
• Dealing with a wide range of customer queries, issues and feedback.
• Bringing happy moments to the cats we feed and their favourite people.
• Helping to form our culture and voice and bring a fresh pair of eyes to everything.

We need to be accessible to our customers at all times. This means that for the majority of this role, you will be confident (and passionate about) helping them on the phone.

A bit about you: Exceptional communication skills, both spoken and written. A passion for problem solving and finding resolutions independently. Ready to get stuck in and work hard wherever you’re needed most. You’re keen to take initiative in improving customer experiences and suggesting innovative ideas to help shape our team. You love and understand cats. You have the ability to relate to customers' concerns and feelings, especially when dealing with sensitive issues related to their cats. You can work autonomously to a very high standard, and also thrive as part of a team. Reasonable numerical reasoning skills. Kind, giving and thoughtful. Eager to learn and improve. Genuine, honest, reliable and adaptable.

Our recruitment process: Application review - add to your cover letter your passion for cats. Initial interview with someone in our Talent team. Take home task—sent to you via email. 2 x 30min face to face interviews at our Marro Office in White City, London. These will be with members of the Marro team, and with our Senior Customer Love Manager.

A bit about what we offer: 25 days holiday (plus 8 bank holidays) and an additional day for every year of service. 5 paid 'paws' days per year to support to learning and/or wellbeing. £500 personal learning & development budget. Marro / Butternut Box employee discount. Enhanced parental leave. Co-working office space. Flexible working hours and work from home options. Cycle to work scheme. Pension with NEST. Private Medical Insurance with Vitality. Private Dental Insurance with Bupa. Time off for fertility treatments and pregnancy loss. Paid sabbaticals for squad members with 5 or more years at Butternut. Discounted gym access through MyGymDiscounts.

A few things to note: Marro is an inclusive employer. As our business has grown, so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance. 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.