Customer Care Representative

Full-time Permanent Entry Level

Posted 08 Sep 2026

A bit about us…

At Pure, we're passionate about transforming dogs' lives through better nutrition. Born from a friendship between two dog-loving friends and a shared vision, we've grown into something truly special - a UK-based company that's leading the pack in healthy, tailored dog nutrition.

We're not just another pet food company – we put paws and people first with dogs and their owners driving our decisions. We craft healthy, perfectly portioned meals that delight dogs and keep bowls sparkling clean. But what really makes us different is how we support our pet families every step of the way. Through expert advice and personalised communication, we're right there beside them on their journey of giving their four-legged family members the best possible life.

The role…

As a customer care representative, you'll engage with customers through telephone, email, and online chat, offering an opportunity to shape their experience with Pure. Whether they are a new or long-standing customer, your focus will be on strengthening our relationship, offering tailored support that meets their individual needs.

You'll handle a wide range of inquiries, from assisting new customers to addressing specific nutritional queries, resolving issues, and handling complaints. Always ensuring their experience is seamless, you will approach each situation with empathy and professionalism.

Your goal is to deliver exceptional customer care by providing prompt, clear, and empathetic responses that address both customer needs and business objectives. In addition to solving customer issues, you will also upsell additional products that complement their needs, adding value to their experience with Pure. You’ll identify opportunities to introduce new products or services, helping customers find solutions that best meet their needs while contributing to the company’s growth.

No two days (or dogs!) are the same, so you'll need to think quickly and creatively to provide brilliant solutions to customer challenges. You'll have the freedom to go above and beyond to make customers feel valued, ensuring their satisfaction remains a priority. As part of a small, close-knit team, your main responsibility will be providing outstanding service to new and existing customers, ensuring their concerns are resolved effectively and efficiently.

While the focus will be on customer care, there will be opportunities to contribute ideas and insights that could improve the overall customer experience.

You'll also collect valuable feedback, helping guide strategic decisions that will influence future customer service practices and contribute to the company's growth. Your insights will help shape the voice of the business, fostering a culture of continuous improvement and customer-first thinking.

A bit about you

You should be motivated by providing excellent customer care, with a passion for helping others, resolving issues, and effectively handling complaints. You’re someone who stays calm under pressure and takes pride in finding solutions that not only resolve customer concerns but also leave them satisfied and loyal.

You have a proactive, problem-solving attitude and are confident upselling additional products when appropriate, ensuring customers receive the most relevant and beneficial solutions. You understand the importance of offering tailored recommendations that enhance the customer experience while contributing to the company’s success.

You should be an exceptional communicator, able to engage effectively with customers and internal teams. We value transparency, honesty, and a friendly approach, ensuring that every customer interaction is warm and effective.

You should be competent…