Customer Experience Specialist
We’re looking for:
- Full-time Sunday – Thursday cover (Sunday shift covered remotely, Monday to Thursday can be worked either in our Richmond office or remotely). £23,000 plus shares
- Full-time Remote – £21,000 plus shares
- Full-time based in our offices – £23,000 plus shares
We turned dog food upside-down.
But we didn’t stop there.
Customer service, reinvented
We’re tails.com – experts in keeping dogs happy and healthy. We do that by creating the perfect tails.com recipe for each and every dog, asking owners a few simple questions – and then delivering straight to the door.
It’s radical stuff.
Join, and you’ll be right at the heart of a business that’s not just changing the world of pet food – but customer experience too.
Requirements
A tasty recipe
Listening closely. Solving problems. Making decisions. Those are the secrets to getting it right every time – hearing what each customer has to say, then working out how we’ll make them utterly delighted. That’s not exaggerating. Our whole business is built around phenomenal service – putting you right at the heart of one of the most successful start-ups around. From logistics to tech, you’ll get to see every part of our business from the customer’s perspective.
You’re a natural
Call centres and scripts aren’t part of the deal. So we’re much more interested in your passion and tenacity – as well as your superb spoken and written English. Every day, you’ll ask yourself “how can I get even better?”. You’ll also relish the personal learning and career development opportunities you’d expect from a start-up. And the not-so-expected chance to work across teams and learn from lots of talented people, working with a great team both in the office and remotely. You’ll join in team meetings and take an active role in contributing to making this team the best it can be! Listen to Kim in this video [1] to see what it’s like to work in the customer experience team at tails.com.
On top of all this, you’ll share the same ambition and entrepreneurial spark that makes tails.com a brilliant place to work. (Breakfast, great coffee and the dog-friendly office in Richmond help too.)
Key responsibilities
- Answering customer queries via a range of different channels getting to the heart of what our customers need.
- Being knowledgeable in every area of tails.com and sharing it with our customers as the face of the company.
- Loving dogs! Making our customers feel part of the tails.com family.
- Being effective in everything you do while always asking “How can we do this better?”.
- Picking up on customer trends and contributing to process improvements.
- Working with other teams at tails.com to make sure our customers have the absolute best experience.
Work in an office full of dogs, with a team full of ideas. Plus these awesome benefits:
Reward – We offer a competitive salary and generous share award package
Learn – You’ll be challenged and given the development opportunities that you’ll only find in a high-growth business. We’ll also support you with more structured training.
Work – flexible core hours means that you can start anytime between 8-9am and finish 5-6pm (9 hours in total). Your weekend hours will be covered at home.
Time-out – 25 days’ paid holiday which will increase to 26 on your 2nd year anniversary and 27 on your 3rd year anniversary, plus an optional 5 days unpaid leave each year, we’ll also give you a day off each year to volunteer in your community
Family – Extended paid maternity, paternity and adoption leave. Interest-free loan to help you with your rental flat deposit
Eat – Free breakfast and loads of healthy snacks every day
Social – Regular team and social events, paid by tails.com
Health– Discounted gym membership and health, dental & optical insurance
Pension – Pension scheme and the option to salary sacrifice additional contributions
Travel – Interest-free season ticket loan and bike to work scheme
Have a dog? They’ll get some benefits too:
Free products – all of our tails.com products for free (for your dog). Or 50% off for one family member or friend
Dog-friendly office – there are plenty of pups to pat and daily lunchtime walks
Training – with a dog behaviourist, to help you and your dog thrive in the office
Time to bond – we offer a pooch plan which means you get extra flexibility in the first weeks of owning a dog, or if your dog is unwell