At a Glance
- Tasks: Enhance customer experiences and manage feedback to improve our food service.
- Company: Join atis, a growing brand serving fresh, scratch-cooked food in London.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Join a movement focused on community and quality food.
- Why this job: Be the voice of our customers and make a real impact on their dining experience.
- Qualifications: 2-4 years in customer service, excellent communication skills, and a passion for food.
The predicted salary is between 35000 - 35000 £ per year.
Salary: 35,000 per year
Job type: Full time, permanent
Location: London
Department: Marketing
POWERFUL FOOD. POWERED BY YOU. At atis, we serve real, scratch cooked food made from over 60 fresh ingredients: bold, balanced bowls and powerful plates that fuel London every day. Now with 18 sites and growing, we want every customer to love their experience as much as their food. That's where you come in.
THE ROLE
You'll be the voice of atis for our customers, and their voice inside atis. You'll run our everyday customer service, push our ratings higher and turn what customers tell us into real changes to our menu and experience. You'll join our Salad Support team in Marketing and work closely with Operations and Product. The job isn't only fixing problems. It's making the atis experience better every week.
WHAT YOU'LL BE DOING
- Looking after our customers
- Owning every enquiry across Zendesk, email, our app and Instagram, and making sure each one is answered quickly and well
- Leading on complaints and service recovery, working with our teams and delivery partners to put things right
- Building and keeping up our FAQs, response templates, escalation routes and service standards
- Tracking response times, resolution rates and satisfaction, and spotting the issues that keep coming up
- Creating and running an always on plan to lift our ratings on Google, Deliveroo, Tripadvisor and the atis app, aiming for 4.9 across the estate
- Responding to reviews and finding the trends behind them
- Designing and running a recognition and incentive programme that celebrates our site teams for brilliant service
- Pulling together mystery diner feedback and working with Operations on improvement plans
- Running a calendar of targeted monthly customer surveys
- Finding ways to improve how we talk to customers, from clearer allergen information to the ordering journey and what happens after someone orders
- Managing and improving Zendesk, including workflows, automations, reporting and integrations
- Helping build, launch and improve our AI customer service chatbot
- Making it easier for customers to help themselves, so there are fewer repeat enquiries
- Building processes that will grow with us as we open more sites
- Owning customer insight reporting, bringing together enquiries, reviews, surveys and mystery diner results
- Sharing weekly reporting and clear recommendations with Operations, Product and Marketing, plus deep dives when needed
- Keeping an eye on customer and competitor trends to shape our priorities
- Following each improvement from the moment we spot it to the moment it's live
- Supporting other teams with their customer systems and integrations, such as Teamtailor
ABOUT YOU
- Two to four years in customer service or customer experience, ideally in hospitality, retail or a consumer brand
- A great writer who knows how to win customers round and resolve issues with care
- Organised and proactive, and happy to juggle priorities on your own
- Commercially minded and comfortable with data, turning numbers into clear actions
- Experienced with Zendesk or a similar platform, and curious about automation and AI
- Confident working with different teams and bringing people with you
- In love with food, hospitality and making people's day
WHAT SUCCESS LOOKS LIKE
- Faster, more consistent support and happier customers
- Stronger ratings across our sites and ordering platforms
- Customer insight regularly shaping operational and menu decisions
- Measurable gains in how efficiently we work
- A proactive customer experience function that keeps customers coming back as we grow
WHAT'S IN IT FOR YOU
(Add atis benefits here)
THIS IS A MOVEMENT. If you're ready to help power communities with real food, we'd love to hear from you. Find your power. Move with us.
Customer Experience Executive - London employer: ATIS
At atis, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises kindness and employee development. As the Head of Site in our busy London stores, you will not only lead a dynamic team but also benefit from competitive compensation, including a substantial annual bonus and a balanced work schedule that promotes work-life harmony. Join us to be part of a meaningful food concept where your leadership can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ATIS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ATIS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Executive - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ATIS:Your cover letter is your chance to shine! Tell us why you want to work at ATIS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ATIS!
How to prepare for a job interview at ATIS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
