Weekend customer administrator

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Please send all applications to recruitment@luminarybakery.com

Job Description

We are looking for an experienced customer service administrator who will ensure the smooth running of weekend operations & be the first port of call for all incoming enquiries. This person will be the first interaction someone may have with Luminary, including wedding customers receiving the most important cake of their lives!

Salary: £11 p/h

Work Locations: Mix of Camden NW1 8AJ & Stoke Newington N16 8RY

Hours: 14 hours p/w: 9am-4pm Saturday & Sunday

Reports to: Customer Service Associate

Employed by: Luminary Bakery Ltd

Job Purpose

To manage inbound enquiries - ensuring an excellent customer experience. Ensuring all weekend cake collections go smoothly and troubleshoot any courier issues swiftly, following Luminary procedures. In addition, you will conduct administrative tasks assigned by the weekday team including the CEO & other senior leadership.

 

Responsibilities

  • Answer incoming inquiries (via phone, website chat, email & cafe customers) promptly and professionally, ensuring an excellent customer experience in line with the ‘Luminary voice’
  • Collect and report customer feedback to ensure that best practice is recognised and maintained
  • Engage with customers in a friendly and professional manner while actively listening to their concerns, offering solutions to customers in accordance with the company policies
  • Arranging customer deliveries
  • Keeping up-to-date on new products, programmes, services, and policies to answer both customer and team enquiries
  • Assisting the weekend team with operational enquiries, including day-to-day troubleshooting onsite
  • Sorting and distributing emails to the general inquiries inbox
  • Ensuring all communications and administration are GDPR compliant
  • Coordination of wedding & celebration cake orders, taking customers from inquiry to sale and organising deliveries
  • Finance support on expenses, supplier liaison or other administrative tasks that the Finance or Commercial teams need
  • Any other tasks that the CEO, Commercial Director and Head Office team may require

 

Person Specification

Necessary:
  • Motivated, hard-working and ambitious
  • 2 years experience in customer service
  • Excellent communication skills both verbal & written
  • Tech savvy - technically proficient with MS Office, GSuite, Slack, Airtable, POS systems & Apps
  • Experienced following GDPR policies for data handling
  • Well-organised and good attention to detail
  • Practical and hands-on, naturally takes initiative and ownership of projects
  • Flexible and open to change
  • Focused on goals and achieving them
  • Positive, can-do attitude
  • Understanding and supportive of Luminary’s social aims and vision
  • Understanding of the Luminary Faith Policy and supportive of the organisational values
Desirable:
  • Experience working in a social enterprise or non-profit organisation
  • Bakery/Food industry experience

 

Perks & Incentives:

  • Free barista coffee each shift
  • 20% discount off all food & drink plus a Family & Friends discount
  • 10% discount off online purchases (celebration cakes & merchandise)
  • Regular opportunities for training and professional development
  • Quarterly reflection days where possible
  • Opportunities to be involved in Luminary Press
  • Long-term service rewards including merchandise, vouchers, increased holiday and free cake!

Please send all applications to recruitment@luminarybakery.com