Customer Experience Lead

I run a premium pet food company in West Dorset. We've been here for ten years. We have the highest customer ratings in our category in the UK, and we built that reputation the hard way, one customer, one animal, one interaction at a time.

The customer experience in this business is where everything is won or lost. Every message we send is the brand. Every response carries ten years of trust. And right now, I need the person who owns that.

You sit behind a screen. You handle customer enquiries by email, by ticket, and by phone. You write responses that are warm, precise, and considered. You manage complaints with composure. When a customer is upset, you listen carefully and respond with authority. When someone is wrong, you hold the position kindly.

You work alongside a small team. You are not managing from a distance, you are the best person on the floor, doing the work, setting the standard by example. The business is growing and the role grows with it. Every conversation you have is about someone’s dog or someone’s cat. The health of their animal. The food they feed them. The worry when something changes.

If that doesn’t matter to you, this isn’t the role.

You work within a system. I have spent ten years building an operating system that documents how we handle every situation. Your job is not to reinvent it. Your job is to make it live, to operate within it, train others inside it, and uphold the standard it sets.

You have spent at least three years in an office‑based customer experience role where the work was written, tickets, emails, cases, complaints. You've used a customer service platform daily. You've worked in a subscription or e‑commerce environment. You write well. You stay calm. You're composed on the phone even when the other person isn’t.

You don't need a management title. You need meaningful work at a business where the standard is real. Customer service is what you do, not just where you work.

Your experience is retail, hospitality, or front‑of‑house. The written discipline is different and the transfer doesn’t work. It's also not right if your background is high‑volume call centres, insurance, telecoms, utilities. We do fewer, better interactions, not more, faster ones.

Customer Experience Lead. Beaminster, West Dorset. Office-based, full‑time, Monday to Friday. £32,000–£35,000. Reporting to me directly.

Dorchester is 25 minutes. Yeovil is 30. Taunton is 45. Exeter and Bournemouth are an hour. The drive to work is through some of the best countryside in England.

If this sounds like you, send me your CV and a covering letter. The covering letter matters; it's the first piece of written work I’ll see from you, and I’ll read it as one.