Customer Service Projects CoordinatorButternut

This is a fixed-term contract for 12 months and a hybrid working role, offering flexibility with some work-from-home days each week. We expect you to spend one day at the Box Office in White City - London, and the team goes to the office on Wednesdays.

💛 About Customer Love Squad

At Butternut, we don't have a Customer Service team; we have a Customer Love team. Why? Because they're the loveliest bunch of people you will ever speak to! Always here to help and LOVE to assist.

We are known for our exceptional customer service and hold a 4.9* rating on Google and Trustpilot reviews, something we are incredibly proud of. We go the extra mile for every customer, operating on our values to surprise and delight each person with a friendly, caring, and fun approach. We are unique 'Butternut' in style, and we convey our 'Tone of Bark' in every interaction with our customers.

🌿 About the role:

This role sits within the Customer Love Squad, which encompasses all Customer Love and Welcome Care teams in every market currently operating and any future entities and markets that may open.

Your daily work will be digging into the data that the Customer Love team produce, analysing areas of improvement, creating easy to read reports and slides, drive improvements across the business using this information and championing our AI strategy.

You will report to the Customer Love Strategy Lead, supporting longer-term projects, campaigns, and initiatives across every Customer Love and Welcome Care Team market.

🤩 You can expect to:

• Passionately execute continuous improvement initiatives for Customer Love Leadership.
• Champion our AI strategy within the team, staying ahead of industry trends.
• Deliver presentations in slide format to stakeholders, Customer Love leadership, and Customer Love team members.
• Manage stakeholder relationships across departments requiring Customer Love information, namely Product Engineering, Data, Ops, and Marketing.
• Drive efficiency gains for the Customer Love team by identifying gaps in the customer journey.
• Identify areas of improvement in processes and knowledge and integrate them into the wider Customer Love ecosystem.
• Be responsible for reducing Contact Per Delivery rates and improving productivity numbers.
• Complete weekly, periodical, and quarterly reporting or presentations for each market.
• Recognise trends, anomalies, and predictions using the data you produce, and suggest improvements.
• Drive forward the goals of Customer Love and hold team members and leadership accountable.
• Suggest new ideas and manage campaign data for the Welcome Care team.
• Improve your data skills with continuous learning of systems and tools such as Looker, Metabase, Excel, and others.
• Manage the accounts, systems, and tools of Customer Love, including analytics, queues, access management, and new implementations.
• Monitor Customer Love GDPR standards and be the voice of truth on this.
• Uphold the Butternut Box values at all times.

👋 About You:

This is the perfect role if you resonate with:

Style:

• You're known as the focused one; you love digging into the details, planning your time, and always being accurate.
• You are naturally curious. You want to understand the why of everything.
• You don't just accept the status quo; you uncover insights and push for improvements.
• You effectively prioritise your week and enjoy a structured approach to your work.
• You can communicate effectively face-to-face, in meetings, over emails, and on Slack with the people you work with, including stakeholders, your peers, and management.
• You're able to quickly respond to ad hoc requests and make good judgments under pressure. You can switch priorities when necessary and manage others' expectations.

Skills:

• You care about providing an industry-leading level of Customer Love.
• You love numbers, graphs, charts, and dashboards. You can confidently work with complex formulas and forecasts.
• You can confidently articulate yourself when speaking the language of data and bring others on the journey to get them to buy into your findings.
• You are equally passionate about qualitative data and use it to back up your cases for improvements.
• You know your way around or are willing to learn our Customer Love systems and software and can set up and manage applications across the team.
• You have experience working with AI and want to harness it in our ways of working to be industry-leading in this area.
• You think big picture: how will the choices we make today affect us in one year?
• You want to continue learning and upskilling in data, analytics, and commercial factors.

Values:

• Our Butternut values resonate deeply with you, and you want to be part of a team of people who are aligned with them, ensuring our behaviours match our words both internally and externally.
• You want to make the world a better place and enjoy providing insight to those around you.
• You pride yourself on being accountable and having ownership of your goals.
• You genuinely care about our team and our customers, and you are the voice for those people in your interactions across the business.
• You want to make Butternut the best place our team has ever worked and drive the best team experience when it comes to tooling and efficiency because you believe a happy team means happy customers and better trading for Butternut.
• You enjoy translating the data world to the Customer Love team.

🐶 A bit about us. 

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions. #LI-Hybrid

As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us. 

 🙌 A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service 
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget 
• Butternut Box employee discount 
• Enhanced parental leave
• Co-working office space. Flexible working hours and work from home options 
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Lots of office dogs (Ajax, Brio, Basil, Chorizo, Lenny, Jasper, Peggy, Pip, Rudi and many more….)

❗️A few things to note: 

• Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

#LI-Hybrid