Who we are…
Biscuiteers is an award-winning luxury gifting brand, sometimes described as the ‘NET-A-PORTER of biscuits. We launched in 2007 with the mission to offer a more unique, stylish and personalised gifting solution under the banner ‘why send flowers when you can send Biscuiteers?’ Every single biscuit is lovingly made from start to finish and each one is totally individual.
Our aim is to provide a seamless, joyful experience that delivers a little magic, one hand-iced biscuit at a time. In 2023 alone, we hand-iced over 3.0 million biscuits and delivered them to customers all over the world.
As well as our eCommerce business, we have a biscuit boutique, where we offer ‘School of Icing’ events, teaching our customers to ice like an expert, while they enjoy a cup of tea or coffee…or even a glass of Prosecco. We also work with a huge range of corporate clients, creating bespoke and branded designs for every occasion.
Who we’re looking for…
We’re on the hunt for a fabulous Customer Service Assistant to join our team at The Ministry of Biscuits for our busy seasonal period!
To handle the day-to-day customer queries across a variety of channels within the Biscuit Happiness team. Ensuring that we are delivering a fantastic service for our customers all year round and helping the Biscuit Happiness Team Leader in acting as the voice of the customer in the business.
This is a full-time Fixed Term contract starting from October 2026 until January 2027.
- First point of contact for all incoming customer inquiries regarding orders.
- Answer customer inquiries across multiple channels email, phone, and social media
- Handle all communication in a Biscuiteers spirit & tone of voice.
- Ensure customers across all channels are responded to within a good timeframe.
- Build a strong relationship with dispatch and boutique teams and other areas of the business to ensure continued great service to our customers.
- Liaising with our delivery partners daily to handle and resolve customer inquiries
- Keep a strong focus on the team mission of ‘making the customers feel great and, importantly, look fantastic to their friends and family when they send Biscuiteers’
- Handling order amendments, cancellations, and returns.
- Reporting any problems, issues, or repeated customer concerns promptly to ensure the best fix is actioned quickly
- Ensure the smooth running of daily operations and processes of the business.
- Ensuring the customer support targets are met
- Handle all customer communication in line with current GDPR laws
- Daily problem solving and multitasking.
What the role involves….
This role is based in our offices in Colliers Wood, South London, SW19.
The right candidate will:
- To be able to work quickly and under pressure, with good attention to detail.
- A flexible attitude and enjoy problem solving.
- A good telephone manner.
- A love of biscuits is a must!
- Zendesk experience is a plus.
What we offer…
We want to make Biscuiteers a really happy place to work. If you join the team, we’re pleased to offer a number of benefits to sweeten your working day, including:
- A special 35% staff discount on all our beautiful products.
- Regular social activities to bring us all together.
- Automatic pension contributions after 3 months.
- Breakfast provided every day for all our staff.
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