We're currently hiring for a Customer Service Advisor & Team Support - Part-Time (18–22 hours), 9-Month Maternity Cover
Please note this is an office-based role, we’re looking for applicants who currently live within a commutable distance of Dorchester, Dorset.
About Dorwest
At Dorwest, every conversation we have with a customer matters.
Pet owners come to us when they’re worried, looking for answers, or trying to do the very best for their animals. For over 75 years, we’ve built a reputation as trusted experts in herbal pet care, combining natural solutions with genuine care and advice.
We’re a small, experienced team that takes pride in doing things properly. We care about outcomes, not just activity, and we work closely together to make sure our customers and their pets get the support they need.
How We Work
We’re a close-knit team, and how we work together matters.
- Honesty – we’re open and straightforward with each other
- Trust – we rely on each other to follow things through
- Communication – we keep each other informed so nothing gets missed
When these are strong, things run smoothly. When they’re not, things quickly break down. We’re looking for someone who naturally works this way.
The Role
You’ll be supporting our Customer Service Team in a hands-on, varied role that combines customer interaction, admin, and day-to-day operational support.
This role is about keeping things moving. From processing orders and responding to customer queries, to supporting trade customers and helping maintain a well-run office, you’ll play a key part in making sure nothing gets missed.
We’re looking for someone who takes pride in being organised, helpful and reliable, someone who notices what needs doing and gets on with it without needing constant direction.
This is a 18–22 hours per week (to include Thursday & Friday), 9-month maternity cover role, with some flexibility across how those hours are worked. There may be future opportunities beyond the fixed term.
What You’ll Be Doing
- Processing customer orders accurately and efficiently
- Answering customer queries via phone, email and social media
- Supporting pet owners with product advice (full training provided)
- Reviewing and helping process new Trade Account applications
- Following up with new stockists and maintaining relationships
- Calling existing stockists regarding reorders, promotions and product support
- Keeping CRM and systems up to date
- Supporting general admin across the team
- Helping ensure the office runs smoothly day to day, including shared responsibilities like ordering supplies and keeping spaces organised
How You’ll Operate
- You take responsibility for your work and follow things through properly
- You stay organised and keep on top of multiple tasks
- You communicate clearly and keep others updated
- You notice when something needs doing and get on with it
- You’re happy to get stuck into whatever needs doing, big or small
- You support teammates when things get busy
- You’re open and honest if something goes wrong and focused on fixing it
This is a hands-on role in a small team environment, everyone contributes to keeping things running smoothly, including day-to-day office tasks.
What We’re Looking For
You’ll likely be someone who:
- Has experience in customer service, retail, or a similar environment
- Is a clear and confident communicator, both written and verbal
- Is naturally empathetic but also comfortable giving advice
- Is highly organised with strong attention to detail
- Can manage multiple priorities without things slipping
- Is reliable and follows through on commitments
- Communicates openly and keeps others in the loop
- Enjoys being part of a team and supporting others
- Is proactive and comfortable taking initiative within their role
Useful (but not essential):
- Experience in the pet or animal sector
- Sales or trade customer experience
- Familiarity with systems such as Shopify or Brightpearl
What Success Looks Like
- Customers receive timely, helpful and empathetic responses
- Orders and admin are handled accurately and efficiently
- Trade customers are regularly contacted and supported
- Nothing gets missed or left unresolved
- The team feels supported and the office runs smoothly
Practical Details
- Hours: 18–22 hours per week to be agreed (to include Thursday & Friday)
- Contract: 9-month maternity cover
- Location: Office-based
- Hourly rate: £10.65 – £13.00 (depending on age and experience)
- Benefits: Pension, staff discount, employee assistance programme, free on-site parking
How to Apply
Please send your CV along with a covering letter on why this role appeals to you and any relevant experience (particularly with customers or animals) to: careers@dorwest.com
Join the team!
