Customer Service Agent 

Location: Okehampton, Devon.

Hours: 40 hours each week

Salary: Dependant on experience

Holiday: 23 days + Bank Holidays

Reporting into: Customer Service Manager


Role Summary


It’s an exciting time to join the Forthglade family as we make ourselves at home in our brand-new state-of-the-art factory in Okehampton. We’ve been proudly producing natural pet food in Devon since 1971, and things have changed a lot since then. Today we produce more than 750,000 trays of food for dogs every week, but one thing remains the same; customers remain at the heart of what we do.


This is a vital role within our Customer Care team, where the successful candidate will deal directly with our customers across various channels including social media, telephone & email to help them with any queries or issues they may have with our products.


Role specifics

Main duties & responsibilities


        • Champion our customers internally by responding to their queries and issues as quickly as possible, with the aim to resolve their query on the 1st contact
        • Build a strong understanding of our manufacturing process, 3rd parties processes and key issues affecting our customers in order to be able to help our customers in the most efficient way possible
        • Log all customer contacts within Freshdesk (online ticketing system) to ensure that our customer contact records are accurate
        • Ensure that any key trends or issues are escalated to your line manager for discussion and to flag with other areas of the business where needed

Person Specification

Knowledge & experience


  • At least 12 months experience in a Customer Service role
  • Good numeracy and literary skills
  • Experienced with Microsoft Word, Excel & Powerpoint
  • Confident telephone manner
  • Must be trustworthy, reliable and punctual
  • Flexible approach in terms of working hours
  • Use of Freshdesk (or similar e.g. Zendesk) advantageous



If you're interested in applying, please send a copy of your CV along with a cover letter to


We'll get in touch as soon as we can if we'd be interested in finding out more about you & your experience.