Job Description

Company Overview:

Nutravet is leading veterinary nutraceutical company specialising in health supplements for pets. Our products are designed to improve the well-being of animals, supporting veterinarians and pet owners alike. With four key sales channels--UK Trade (Veterinarians), Direct-to-consumer, International Distribution and Private Label. We are committed to providing top-quality, science-backed products that make a real difference in the health of pets worldwide.

Job Overview:

We are looking for a highly organised and proactive

Pet Owner Support

to join our Pet Owner Customer Services Team. As our Pet Owner Support, you'll be the primary point of contact for pet owners, managing all inbound communications across phone, email, live chat and social media. Your goal will be to deliver consistently excellent service, build trust, and help create a strong community of engaged, loyal customers.

Key Responsibilities:

Inbound Customer Service:

Handle all inbound pet owner queries promptly and professionally across phone, live chat, email, and social media.

Brand Representation:

Work to develop and implement customer service brand guidelines, with a focus on warm, helpful, and compassionate communication tailored to pet owners.

Customer Relationship Building:

Build strong, long-term relationships with pet owners by offering thoughtful service, gathering feedback, and supporting customer retention initiatives.Help create and nurture a community around our brand by connecting with local pet charities, groomers, and other partners. Aim to make our brand a trusted resource for pet owners.Collect pet owner insights and feedback, helping the team improve service delivery and develop customer-first policies and experiences.

About You:

Community Engagement:

Feedback & Continuous Improvement:

You have a passion for pets and a natural empathy for pet owners. You're experienced in customer service roles, especially across multiple channels (email, phone, social). You're experienced in communication on social media platforms, responding to comments and DM's. You're an excellent communicator with a warm and professional tone. You're organised, proactive, and love finding solutions that make customers feel valued. You enjoy building relationships and contributing to a supportive, friendly brand experience.

Hours of Working:

Monday to Friday
9am to 5pm with 30 minute lunch break
37.5 hours per week

Benefits:

20 days holiday plus bank holidays, increasing with time served.
Company benefits portal including discount hub, cycle to work scheme and other initiatives.
Eye care vouchers.

Location:

Nutravet Head Office, Hambleton.
On site.

Job Types: Full-time, Permanent

Pay: 24,000.00-25,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person