Customer Experience Specialist (12 month FTC)

Changing the world of pet food for good

We’re tails.com, a dog food subscription company with a big difference. We create truly tailored food for every dog we serve based on their individual characteristics and preferences. So they get exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast – backed by Purina, one of the world’s largest pet food companies.

Together, we’ll change the world of pet food for good.

The role
Our whole business is built around phenomenal customer service. As a CX Specialist, you’ll need to actively listen, problem solve and make decisions in each interaction you have with our customers.

Reporting to one of our Team Leaders, you’ll contribute to our CX mission of being a cost-effective and service-led operation that delivers value to tails.com & our customers, through your responsibilities.

Here’s how you’ll contribute:

• You’ll be our first point of contact for customers – supporting them in English via email, phone and social channels.
• Take ownership of customer queries from start to finish and resolve these in a timely manner.
• Provide great quality service consistently in order to retain & delight customers.
• Educate our customers on our range of products and make appropriate recommendations.
• Provide feedback and share insights when required, in order to continuously improve our processes and service.

Here’s what we’re looking for:

• Fluent in English.
• Strong and effective communicator - you pay attention to detail and are solution driven.
• Ability to work at pace to achieve pre-defined targets consistently - you’re organised and have a solid work ethic.
• Adaptable, with a growth mindset and positive outlook - you hold yourself accountable and put into practice constructive feedback.
• Reliable and approachable team player - you’ve got a positive attitude and like supporting others.

What’s in it for you?

• £30000 starting salary.
• 33 days of holiday per year (includes bank holidays).
• Optional 5 days unpaid leave and 1 paid volunteer day each year.
• Monday to Friday (no weekend shifts)
• 21 Fridays off to enhance your wellbeing.
• Ability to work from abroad 2 weeks every 6 months without a reduction in pay and leave allowance.
• Two culture days per year to come together as a Customer Experience team (travel + accommodation covered).
• 50% discount on all Tails.com.

Interested?
To apply please fill in the application form below and attach an up-to-date version of your CV.
Below you’ll find more information about our recruitment process and commitment:

Next steps:

1. We’ll review your CV and application.
2. To put your skills to practice, we’ll invite you to do a written task (approx 30min) and you’ll then be interviewed by two of our Team Leaders (approx 30min).
3. If successful, you’ll meet with one of our Operations Managers (approx 30 mins).

If you are successful, we will contact you to let you know the great news! We’ll agree on a start date, arrange for your equipment to be sent to you and start preparing your onboarding on our side.

Our commitment
We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. As part of this commitment, we’ll be conducting blind assessments throughout the early recruitment stages to reduce unconscious bias impact and to provide equal opportunities for all applicants.

During your interview process you’ll meet some of our team with varying levels of responsibility and encourage you to ask questions to ensure tails.com is the right fit for you too. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.