Job Description

D2C Customer Care Team Leader

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. Our hybrid model is 2 days per week at our Head office in Snetterton, Norfolk and 3 days remote working.




Our Customer Care Team Leader
Our Team Leader manages a team of Customer Service Advisers to consistently deliver outstanding service across all of our 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 a bespoke professional development plan for each team member. Coordinate the team workflows, e.g. assign tasks, schedules, annual leave. Quality Assurance: 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 Customer Service Advisers to continuously improve and attain excellent customer care standards. Utilise our Salesforce platform to collate data on customers and the customer experience. Produce reports and dashboards that are used across the D2C team to make decisions. KPIs: Monitor, interpret and report on key performance metrics such as case volumes, Average Handling Time (AHT), and Customer Satisfaction (CSAT) to drive team efficiency and service levels. Handle customer escalations and complex cases and resolve them efficiently and effectively in the best interest of the customer and business. Work with the wider Natures Menu and Affinity Petcare teams to ensure that cases assigned to them are managed on time. Proactively report incidents or failures of systems using the D2C business escalation process, and/or find direct solutions. Regularly identify the needs for team development and product/business training. Share with the Customer Care team knowledge and insights on D2C, Natures Menu and Affinity Petcare business strategy and updates. Create guides, manuals and information sources to enable clear understanding for the D2C Customer Care team. Work effectively with technology and digital-based activities.


When you join our team you have the opportunity to make an impact from day one! You'll be working with and learning from experienced D2C and pet wellbeing experts in Natures Menu UK teams and our international Affinity Petcare community.




As part of our Customer Care team you'll get to learn a lot and have fun with a team who care about pets.About You
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Experience in customer service as a coordinator/team leader/manager, or extensive experience in customer services with a desire to progress. Experience working with D2C customers, ideally in a subscription model. Ability to train, coach on objection handling best practices and methods. Knowledge of Salesforce & SAP would be advantageous. Comfortable leading both hybrid and fully remote team members. Comfortable with technology and digital-based activities. Strong communication and written English skills Accurate, thorough and well-organised with strong attention to detail Proactive, able to raise issues and suggest improvements Confidence, patience, and diplomacy, when dealing with difficult situations
We are Natures Menu
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We are Natures Menu, a market leading pet food brand with a state-of-the-art production facility in Snetterton, Norfolk. With a legacy spanning 40 years, we're the UK's leading supplier and expert in raw and natural pet food. Real in every way. Others claim it. We live it. Real ingredients, real expertise and a real passion for providing the nation's pets with natural, real meals they will love.




Our unique pet food is sold through both B2B retail and D2C channels, with 85% of revenue coming from retail distribution. The D2C channel is a strategic focus for future growth and has built a community of more than 12,000 loyal customers.



Natures Menu is part of the Agrolimen brand family which turns over $2Bn with a group of 10 pet food brands across 25 countries including Affinity Petcare.### Perks of our Natures Menu Pack
We offer flexible working hours and a hybrid working model. The role offers a competitive salary and annual bonus scheme.

Our benefits focus on our team's career progression and financial, physical and mental wellbeing.

25 days of annual leave plus 8 bank holidays Modern head office based in Snetterton Discounted gym classes in local area Team social events and activities Salary sacrifice pension Career progression: clear pathways for your technical, commercial or leadership growth and the Affinity University platform Hapibenefits: + Embrace your physical and mental wellbeing with an Employee Assistance Programme, online health portal or Cycle to Work Scheme + Access to Everyday Shop and Store Discounts
Exclusive discounts on our best-in-class Nature's Menu pet food products


Click apply to join our pet-loving Customer Care team and take the next big step in your career!