Mason's Meats - Proper Food
Customer Service Executive / Facilities Assistant
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About Mason's Meats
At our core, we're more than just a meat snack. We're not a product, we're a movement - a return to real food in a world full of chemicals, fillers and artifice. We make premium beef jerky and meat snacks using just two ingredients: premium British and Irish grass-fed beef and sea salt. No additives. No sugar. No nonsense.
Perhaps you've worked in customer service, operations, a warehouse or a small production business — or you're simply sharp, calm under pressure and proud of how you write. Join us on the factory floor in Crowborough and help us look after customers as carefully as we look after the beef.
Important: applications without a covering letter will be discarded.
Your covering letter must include a short writing sample (see below). Applications without one will be discarded.
The Role
This is an onsite role at our jerky factory in Crowborough. You will own day-to-day online customer service and also work as a facilities assistant: goods in and out, keeping the facility running, and supporting the Production Manager and Logistics Manager.
You are the person customers actually hear from — and the person the floor can rely on when something needs doing properly. Written English has to be excellent. Tone has to be human, clear and on-brand. You will not be working from home.
Key responsibilities include:
- Customer service: Handling customer emails and other online enquiries with speed, accuracy and genuine care. Resolving order, delivery, product and returns questions without sounding like a template
- Written communication: Writing clear, precise, well-judged emails. No sloppy English. No waffle. No copy-paste replies that ignore what the customer actually asked
- Goods in / goods out: Assisting with inbound deliveries and outbound orders — checking, recording, moving and preparing goods as required
- Plant support: Helping maintain the facility day to day: tidiness, basic upkeep, helping the site stay safe, organised and ready for production
- Production & logistics support: Assisting the Production Manager and Logistics Manager with practical tasks, tracking, admin and anything that keeps product moving without drama
- Quality and brand: Representing a two-ingredient product. If something is wrong, say so clearly. If something is right, don't oversell it
- Flexibility: Jumping between inbox, warehouse and factory tasks in the same day without dropping standards
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Writing Sample (required In Your Covering Letter)
In the same document as your covering letter, write a short reply (roughly 120-180 words) to this customer:
"Hi, my order arrived today and half the bag is just fat. This was expensive. Not what I expected from ‘premium'. Can I get a refund or a replacement? Also is this even meant to have fat in it?"
Write as Mason's Meats. Be honest, useful and human. Do not write a corporate apology. Do not invent a policy we have not stated.
Requirements
- Exceptional written English: This is non-negotiable. You write like a competent adult. Grammar, spelling, tone and structure are naturally strong
- Communication: Calm, clear and direct with customers and colleagues. You can explain a delay, a product point or a process without confusion or attitude
- Customer mindset: Genuinely useful, not performatively "passionate." You solve the problem and leave the customer better informed
- Onsite and physical: Based at the Crowborough factory. Comfortable in a working production environment. Willing to help with goods movement and day-to-day site tasks, including standing, lifting and practical work as needed
- Organisation: You can run an inbox and still notice that a delivery has arrived, a label is wrong, or the floor needs doing
- Team player: Small team, fast pace. You help the Production Manager and Logistics Manager rather than waiting to be asked twice
- Flexibility: Willing to train on our systems, product, food-site rules and whatever else the role needs
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Desirable
- Previous customer service experience, especially email-led / DTC / ecommerce
- Experience in goods in/out, warehouse, logistics admin or a small factory / food site
- Basic understanding of food businesses, hygiene rules or working around production
- Confidence with order systems, spreadsheets and straightforward tools (you'll be trained on ours)
Benefits
- £30,000 starting salary + performance related bonus + overtime
- Incredible opportunity to grow with Mason's Meats as we scale
- On-the-job training and potential for professional development
- A dynamic, small-team environment where your contributions are valued and recognized
- The satisfaction of being part of a company that prides itself on traditional craftsmanship
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