LUNA & me
Head of Customer Care
The dog and the cat don’t know we exist. The person on the other end of the phone does. That’s who you’re for.
Beaminster, DT8 · Full-time or part-time considered · Office-based · £35,000–£40,000 depending on experience
Our customers don’t just buy food. They’re trusting us with something they love.
LUNA & me has been making fresh, natural food for dogs and cats without compromise for nearly a decade. No fillers. No shortcuts. Food they understand.
The people who buy from us know the difference - and they chose us because of it. When something goes wrong - a missed delivery, a question they can’t answer, a worry about their animal - the person they reach is you. What you do in that moment is the entire brand experience.
We’re looking for someone who feels the weight of that. And finds it energising.
THE ROLE
You’ll own customer care - the conversations, the standards, the tone. The processes are in place, built carefully over ten years. Your job is to run them with authority and warmth, hold them to the standard our customers expect, and be the first to say clearly when something needs to change.
You’ll work alongside a small team of advisors - but this is not a role where you direct from a distance. You’re on the phones and in the inbox every day, leading from the front.
This is not a holding role. We’re growing fast and we want someone who wants to grow with us - who can look back in five years and see that they helped build something that mattered.
WHAT THIS LOOKS LIKE DAY TO DAY
* Handling customer contacts across email and phone - orders, accounts, complaints, feeding queries
* Owning the difficult conversations personally - the ones that matter most
* Upholding the tone and standards that a decade of loyal customers have come to trust
* Turning what you hear from customers into things the business does better
* As we grow, helping to bring in and develop the people who’ll work alongside you
WHO YOU ARE
You’ve done this before - led a team, handled escalations, built something that worked. But you’re here because you want to do it somewhere that takes it as seriously as you do.
You are the calmest person in a difficult conversation. Not because you’ve stopped caring - because you care enough to stay focused. You know that a customer who is furious when they ring you, and grateful when they put the phone down, will stay with us for years.
You follow a process because you understand why it exists. And that understanding is exactly what lets you spot when it’s not working - and say so, clearly, rather than quietly working around it.
You probably have a dog, a cat, or both. You don’t have to. But you’ll understand immediately why our customers feel the way they do.
THE HONEST BIT
We’re based in Beaminster, DT8 - genuinely rural West Dorset. If that works for you, brilliant. If you’re ready to leave a city office for something with more meaning and more room to grow, we want to hear from you. If it doesn’t work, that’s fine - we’d rather be honest now than waste your time or ours.
We’re in a growth phase that will significantly change what this business looks like. That’s exciting if you want to be part of it. It’s hard work if you don’t like change. Both things are true.
HOW TO APPLY
Send us your CV - and tell us about a customer situation you’re proud of. Not your process. The actual thing that happened, what you did, and why you made the call you made.
That paragraph will tell us more than anything else you send.
Write to Sammy at LUNA & me: lauren@lunaandme.com
We’ll read everything. We’ll always reply to anyone who reaches interview stage - and we’ll always tell them why if the answer is no.