Customer Service and Operational Support Coordinator London, England
Job description
Do you love doughnuts and being really nice to people? This job could be for you!
Crosstown is a premium scratch bakery, hand making sourdough doughnuts fresh everyday from our bakery in Battersea. An independent and fast growing brand, driven by progressive thinking, we now have 27 locations across London, Oxford, and Cambridge.
Known for innovation, Crosstown is an omni-channel business, meaning we retail in many different ways; in our stores, on the Crosstown website, via Deliveroo, and through our sales team. Our clientele range from individuals dropping into our stores or markets, to wedding planners ordering hundred of doughnuts for an event, to marketing directors arranging a customised media drop to their clients.
Our Customer Service team is integral for day to day running of our store operations, as well as providing the best experience for our clients. Working with other departments within the business, you will respond to customer queries, help make amends when their experience doesn't go to plan, and aid our retail team in keeping things running smoothly.
Title: Customer Service & Operations Support Coordinator
Reporting To: Rowena Carey, Director of Operations
Remuneration: £27,000 p/a + annual bonus potential
Hours/Days per Week: 40 hours per week, weekdays. Some weekend days may sporadically be required for very busy periods such as Valentines Day or around Christmas
Remote/In Office: Training will be delivered in office (Shoreditch, EC2A 3QT) and probation period (3 months) will need to be worked in-office. Flexible working is then offered and agreed upon with Manager.
Role and Responsibilities
As part of your role, you will be responsible for ensuring the Crosstown customer has the very best experience, while ensuring our internal processes happen smoothly and efficiently. This will be achieved through the following:
- Support our customers via email and phone, resolving their queries in a Crosstown tone of voice and providing the best customer experience
- Tracking and assisting the logistics team throughout the day, informing them of any operational changes. We have 7 drivers who are on the road each day, delivering to our stores, wholesalers and online customers, as well as events
- Assisting stores/managers in administrative tasks such as stock transfers and rectifying failed on-demand deliveries
- Tracking and recording Nationwide deliveries, reaching out to customers in the event of a failed or delayed delivery. We work with APC and DHL for the fulfilment of orders outside our own radii
- Monitoring customer reviews on Trust Pilot/Google My Business and always working to improve scores across the board
- Preparing reports for Senior Leadership and providing commentary on how the company can improve to best serve its customers as well as profitability
This role is independent by nature and needs you to be a system-driven problem solver. You must love talking to people and relish in turning a negative experience into the very best representation of the company.
There is plenty of room to grow in this role and a managerial position, leading this department is the next step.
Crosstown is in a period of growth and this role has the potential to develop into a full time role in the year to come. There is also room for this role to have a part-time sales element included if a full-time role is desired.
Job Type: Full-time
Salary: From £27,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Referral programme
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- London, EC2A 3QT: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (preferred)
Work Location: Hybrid remote in London, EC2A 3QT
Expected start date: 01/04/2024
