Customer Service Advisor

Position Overview:

This is a fantastic opportunity for an enthusiastic and driven Customer Service Advisor who is seeking a new challenge and the opportunity to be an integral member of a FMCG expanding business.


The main purpose of the role is to efficiently and accurately provide consumer & customer support, dealing with enquiries & complaints and resolving any issues to their conclusion.

To offer a professional, efficient and timely service to customers and consumers in a multi-platform environment. Ensure that exceptional customer focussed standards are always adhered to. To be an ambassador for Pets Choice Ltd; but in doing so demonstrate fairness to our customers and consumers. Adhere to company, departmental and regulatory procedures.


The location of the role is within a new head office, alongside its Distribution and Manufacturing Centre located on Whitebirk Industrial Estate, Blackburn.

Company Overview:

Pets Choice is a leading pet food manufacturer whose industry knowledge spans over 135 years. Based in Blackburn, Lancashire, the Pets Choice portfolio of brands offers a variety of products for pets and wild animals under its brands; Webbox, TastyBone, Meatiful, Spike’s World, Goodwyns, Davies, Oceanic and Vitakraft. Each brand offers a unique insight into animals from dogs to ducks and produces high-quality products that cater to a wide variety of consumer needs. As a trusted partner, Pets Choice provide private label goods including extruded food, wet food and retorted trays, and baked fresh meat treats. The business also offers additional services such as packaging design, fulfilment and logistics. With a broad range of capabilities and distribution channels worldwide, Pets Choice are proud to be a major supplier to the UK grocery, independents and pet speciality sectors.


Core Responsibilities of the Role:

  • Be the first point of contact for advice and support in respect of Pets Choice associated brands’ products over the telephone, by email, via correspondence and social media
  • Ensure customer, consumer and supplier enquiries, issues & complaints are resolved within SLA, to an exceptional standard and satisfactory conclusion
  • Adhere to Pets Choice policies & procedures, and internal processes in respect of complaint investigation
  • Communicate any complaints to the wider business which could cause Pets Choice reputational damage and respond in accordance with company procedures & guidelines.
  • Management of ‘cases’ and the supply of information to 3rd parties in a regulated environment.
  • Reply to feedback on products and service using Feefo, the review gathering platform.
  • Salesforce CRM. To maintain and record all customer, consumer and supplier contacts using Salesforce. To contribute to the maintenance and development of Salesforce in respect of other functionality and maintain archived data efficiently and responsibly.
  • To prepare and distribute reports in association with complaints and enquiries as required.
  • To liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries. To include meeting attendance where appropriate.

To support the Customer Relations Manager in the smooth running and effectiveness of the Customer Service function and the achievement of departmental objectives.

Key attributes and skills:

  • A minimum of 2 years customer service experience in a busy and challenging environment.
  • Experience of working in a multi-channel environment; calls, email, social media.
  • Excellent written and verbal communication skills
  • Excellent problem-solving skills
  • Time management and organisation skills.
  • Experience of CRM software ie Salesforce.
  • Experience of working in conjunction with 3rd parties, such as regulatory bodies.
  • Able to work under pressure whilst maintaining attention to detail.
  • Flexible, with a strong work ethic. Able to convey empathy when appropriate.
  • To be successful in this role is it important that you have owned pet (s) or at the very least are passionate about companion animals.
  • Polite, courteous well presented
  • Ability to work as part of a team
  • Full UK and clean driving licence are preferred


  • Experience in the pet food/pet care or pharmaceuticals sector
  • Working within a manufacturing environment
  • Experience of working in a regulated environment


Salary dependent on experience.

Holiday entitlement is 23 days pa plus statutory bank holidays (3 days to be used during the Christmas period).

Company pension scheme will also be available after qualifying period. 

Core working hours are 8.30 – 5.00, Monday to Thursday, and 8.00 – 4.00 Friday with half hour for lunch, however due to the nature of the role some out of hours working will be required.

The role is office base with occasional travel to consumer shows/exhibitions as and when required

All new employees must be eligible to work and live in the UK.  You will be required to show your passport and official documentation showing your national insurance number and current address.

If you would like to apply for this position, please send your cv to