Customer Sales & Retention Representative - Telephone

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…

In this role, you’ll engage with customers mainly by phone and email, with some support through online chat and social media, contributing to a positive Pure experience. Whether they are starting or ending their journey with us, this is your opportunity to strengthen or restore our relationship by providing tailored solutions that meet their evolving needs.

You'll handle a wide range of inbound and outbound inquiries, from assisting new customers with sign-ups to reaching out to those who've recently cancelled to explore ways to win them back. Your goal is to deliver sales excellence through a customer-centric approach, communicating with intent and purpose to meet both customer and business objectives.

No two days (or dogs!) are the same, so you'll need to think quickly and creatively to find brilliant, innovative solutions to customer challenges. You'll have the freedom to go above and beyond to make customers happy, ensuring their satisfaction is always a priority.

As part of a small, close-knit team, your primary responsibility will be to sell our products to new customers and retain those at risk of leaving. However, due to the dynamic nature of our business, you may also assist with customer service queries, with plenty of opportunities to upsell where appropriate.

You'll also collect valuable customer insights and feedback, helping to guide strategic decisions and shape the future direction of the business. Your contributions will play a key role in influencing our company culture, voice, and approach, bringing fresh perspectives to everything we do.

A bit about you

You should be target-driven and confident in making outbound calls, as well as cross- and up-selling to retain customer loyalty. A proven history of consistently achieving and exceeding targets is essential.

You should be an exceptional communicator, able to engage effectively with both customers and internal teams. We value open, honest communication and prioritise transparency with both our customers and colleagues at every stage.

You should be competent with numeracy and literacy, allowing you to convey information clearly and concisely, ensuring that customers are fully informed and equipped for their next steps.

You should excel at problem-solving, asking insightful questions to fully understand customer needs and offer tailored, effective solutions.

Lastly, being a dog lover is a big plus! We believe in the value of connecting with customers who share similar interests and creating a friendly, supportive environment both for our customers and colleagues.

What we're looking for:

A desire to align to the Pure values:

Ahead of the pack: Uses customer feedback and data to spot patterns and drive improvements in support. Comfortable discussing performance data openly to find ways to do better.

Paws & People First: Motivated to exceed customer expectations on every contact, knowing each interaction…