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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.
  
  
  

• 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
  
  
  

• 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
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Food and Beverage Services

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