Beaminster, Dorset
• Full-time, Office-based
About Us
At LUNA & me, we believe pets deserve better. That's why we craft fresh, honest meals from real ingredients - no fillers, no fuss. From our Dorset countryside HQ, we deliver nationwide and have grown to become the UK's highest-rated fresh pet food brand.
Our customers trust us with something precious - the health and happiness of their pets. That trust is earned (and protected) every single day by our Customer Care team. Now, we're looking for a Customer Service & Office Manager to lead that team with skill, structure, and heart.
The Role
This isn't just about managing an inbox. It's about leading a department that sits at the very heart of our brand. Every email, every call, every order is part of the sales journey and part of the bond we build with our customers.
We're looking for someone who:
* Runs a busy office with confidence and calm.
* Brings professional experience, structure, and best practice.
* Sees service not as an afterthought, but as a driver of growth.
You'll lead our customer team, oversee daily operations, and make sure every interaction feels like LUNA & me: warm, professional, and uncompromisingly high-standard.
What You'll Do
Lead and develop our office-based Customer Care team.
Oversee all communications: email, phone, social, reviews.
Handle escalations with authority, empathy, and commercial sense.
Keep systems flowing: order processing, CRM, courier integrations.
Work with Dispatch & Production to ensure seamless fulfilment.
Track service metrics and implement smarter processes.
Set the tone: consistent, professional, positive - always.
About You
You'll thrive here if you:
* Have 3+ years in office or customer service management.
* Hold relevant professional qualifications or proven senior experience.
* Are highly computer literate (CRM, Excel, digital systems).
* Lead with accountability and bring out the best in others.
* Balance warmth with commercial awareness - service as part of sales.
* Are detail-driven, organised, and calm under pressure.
What We Offer
* £30,000–£35,000 DOE + performance bonus
* Company pension scheme
* Generous staff discount on our food
* Free on-site parking at our countryside HQ
* A role that truly matters: shaping the customer journey of the UK's best-rated pet food brand
The Details
* Hours: Full-time, Monday–Friday
* Location: Beaminster, Dorset (office-based only, no hybrid/remote)
Why This Role Matters
This isn't just a job keeping things ticking over. It's a chance to take ownership of a team that defines how our brand is experienced by thousands of pet parents across the UK.
If you're a proven leader who takes pride in high standards and wants to play a pivotal role in the growth of a values-led, best-in-class company, we'd love to meet you.
Apply with your CV and a short note telling us why this feels like the right next step.
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Employee discount
* Free parking
* On-site parking
* Sick pay
Ability to commute/relocate:
* Beaminster DT8 3PT: reliably commute or plan to relocate before starting work (required)
Experience:
* Office Management: 3 years (required)
* Customer Service Management: 3 years (required)
Work Location: In person