Customer Experience Manager

We’ve been roasting speciality coffee for over 30 years. From humble beginnings as a little coffee cart in Auckland, NZ, Allpress has evolved into a sophisticated brand that stands for flavour and service. Right from the start three core principles have formed the backbone of our business – People, Flavour and Innovation. We are united in our genuine care for each other, our customers, and our belief in what we do. We need great people who will bring their imagination, skills and most importantly, their passion to our business.

Customer relationships are central to our offering at Allpress. In this role, you will play a critical part in delivering our industry leading coffee offering and wholesale support, and how our customers experience our brand every day. As Customer Experience Lead, you will build genuine, trusted relationships with customers, gaining a comprehensive understanding of their needs, building genuine rapport and acting as a key point of escalation when things don’t go to plan. You’ll be quick on your feet and cool, calm and collected in the face of issues, as our customers will reach out to you in the first instance if something goes wrong.

We are looking for someone who can lead their team to handle these problems in a friendly and professional way, seeking the best solution for our customers and always as quickly as possible. As a leader at Allpress, you will take ownership of our Customer Experience team, providing strong, supportive leadership while continuously improving the systems, processes, and standards that underpin exceptional service. You will coach, mentor, and develop your team, embedding best practice and creating a culture of accountability, care, and excellence. You’ll ensure workflows are efficient, customer issues are resolved quickly and professionally, and that our customer service is consistent, proactive, and industry leading.

Day to day activities of this role include processing all customer orders to meet delivery expectations, answering incoming phone inquiries, problem solving and managing the multiple inboxes. You will also support our finance team with credit control and invoice management. This role is ideal for someone who loves coffee, thrives in a fast-paced environment, enjoys problem solving and bringing leadership to customer-focused operations.

Key responsibilities

• Lead, motivate, and develop the Customer Experience team to deliver consistently excellent service
• Own and improve customer service systems, processes, and workflows to ensure efficiency and accuracy
• Act as the primary escalation point for complex customer issues, resolving them with professionalism and care
• Build strong, long-term relationships with wholesale customers through expert advice and support
• Oversee order processing, inbox and phone management, and service standards
• Work closely with internal teams, including Finance, to support credit control and invoice management
• Identify opportunities for continuous improvement across customer experience and team performance

About you

• Proven experience leading or supervising a team in a customer-focused environment
• Strong background in customer service, hospitality, retail, or similar service-led industries
• Highly organised, with a natural ability to create structure, prioritise, and multitask
• Confident working with systems, processes, and operational detail
• Excellent communication skills and a people-first leadership style
• Calm, resilient, and solutions-focused under pressure
• High attention to detail and a strong sense of ownership
• An understanding of credit control or finance processes is beneficial but not essential

Days: Monday – Friday

Location: Dalston, London with WFH option available

Reporting to: Account Manager Lead

By becoming part of Allpress we offer our team:

• Full role-specific training
• An employee Assistance Programme supporting your mental health
• Good work-life balance
• 33 days annual leave
• Enhanced parental leave
• Fully paid access to Wellhub
• Gender affirmation leave
• A transparent and friendly company culture

If you’re a friendly, professional and sincere team player who really relishes the opportunity to deliver exceptional customer service - we’d love to hear from you. At Allpress we are proud to promote diversity and flexible working. We are an equal opportunities employer who values inclusivity.

If this sounds like you then please apply with your CV and a cover letter explaining:

• Why you’d like to work for Allpress
• What interests you in the role
• Why you think you’d be a good fit

Diversity & Inclusion Statement

At Allpress we truly believe we are better together – We are committed to being an inclusive organisation where all people feel valued, respected and engaged. We commit to:

• Continuously working towards removing barriers and bias.
• Building inclusive teams who represent people from all groups in society.
• Building a safe environment where it is encouraged to speak out against discrimination in any form.
• Cultivating a sense of belonging by encouraging our people to fearlessly bring their whole selves to work.