Pure Pet Food is looking for a motivated Customer Care Representative to join its friendly contact centre team in Leeds. This hybrid role offers a flexible working arrangement, with three days per week in the Leeds office and two days working from home, providing an excellent balance between collaboration and remote productivity.
The ideal candidate is passionate about delivering outstanding customer service, with the ability to handle enquiries, resolve issues, and manage complaints effectively. You remain calm under pressure, demonstrating professionalism and a solutions-focused approach that ensures customer satisfaction and loyalty.
We are seeking proactive problem-solvers who take pride in providing high-quality support, building strong customer relationships, and contributing to the positive reputation of Pure Pet Food. This role offers opportunities for career growth, skill development, and the chance to work within a supportive and dynamic team environment.
Position: Customer Care Representative
Job Type: Full Time
Salary: £26,000
Location: Leeds, Hybrid
Full job description
Customer Care Representative
Pure Pet Food
Basic salary of £26,000
A bit about us
At Pure Pet Food we make healthy choices for owners and their pets easy. We’re on a mission to change pet food for the better and to educate owners on the benefits that a natural diet can bring to pet’s wellbeing, health and happiness. As a rapidly growing, venture capital backed business, you’ll be joining an energetic, fast growing team with big aspirations. This is your chance to work in a great environment with a team looking to innovate, disrupt and revolutionise the pet food space.
You can find out more about us here: https://www.purepetfood.com/
Our modern, dog-friendly office is just a short hop from the centre of Leeds, with great transport links nearby. We’ve created a space that’s comfortable for everyone – both our team and their dogs – making it a positive and collaborative environment where people enjoy coming to work.
At Pure Pet Food, our promises put Paws & People First. We’re committed to building a workplace where everyone feels valued, included, and able to thrive. By celebrating diversity, promoting equity, and embracing new ideas, we aim to be Best in Show for our people as well as their pets. If you’re passionate, curious, and want to be part of a team that’s Ahead of the Pack, we’d love to hear from you.
A bit about the role
In this role, 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 with numeracy and literacy, allowing you to convey information clearly and concisely, ensuring that customers are fully informed and supported in every interaction.
- Problem-solving should come naturally to you, and you’ll be skilled at asking insightful questions to fully understand customer needs, enabling you to provide tailored and effective solutions.
- Finally, a love for dogs is a big plus! We value building connections with customers who share similar interests and aim to create a friendly, supportive environment for both customers and colleagues alike.
A bit about what we offer
- Basic salary of £26,000 per year, with the ability to earn commission through upselling
- 33 days holidays, including bank holidays
- Employee discount on Pure Products – free food for your dog!
- Job Types: Full-time, Permanent
- Hybrid working, typically 3 days per week working in our friendly office in Leeds, with 2 days per week working from home.
- The specific working hours will be discussed during the interview process. Our standard working hours are Monday to Friday, from 8:30 AM to 5:00 PM. With weekend working on rotational basis.
Please note: All applications will be reviewed w/c 19th January 2026, with initial screening interviews (via MS Teams) taking place w/c 26th January onwards.
Application Process
Application Deadline
January 19th, 2026