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- Tasks: Lead a passionate team to enhance customer service and elevate the online shopping experience.
- Company: Borough Kitchen, the UK's top premium retailer for cooking enthusiasts.
- Benefits: Enjoy industry-leading discounts, complimentary cook classes, and a supportive work environment.
- Other info: Join a diverse team committed to excellence and continuous improvement.
- Why this job: Shape customer experiences while working with quality products and innovative AI tools.
- Qualifications: Strong leadership skills and a passion for cooking and customer service.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Borough Kitchen is the UK’s leading premium retailer for people who love to cook and entertain. We provide quality‑tested products for the kitchen and table, alongside in‑depth knowledge, advice and inspiration through our stores, online shop, and cook school. Borough Kitchen has five stores across London and a significant e‑commerce presence. We search within the UK and around the world for the best products; each piece is meticulously chosen and tested based on function, quality, and durability. Our commitment has won us a unique, trusted position in the industry and strong partnerships with premium brands. We put a lot of care into the work we do, and are seeking candidates who share our passion for cooking, entertaining, and providing the best experience for customers.
We are looking for a Customer Service Manager to shape and strengthen our online customer service function. This is a hands‑on role requiring sound judgement, commercial awareness, and a genuine passion for thoughtful, high‑quality customer experience. You will work closely with a dedicated team, refine how the function operates, and ensure our service reflects the quality, care, and product knowledge that define Borough Kitchen. We are proud of our excellent Trustpilot rating, and this role will be central to maintaining and strengthening that standard. You will also play an important role in advancing how we use AI within customer service, introducing practical tools that improve responsiveness, efficiency, and internal ways of working.
Key Responsibilities
- Set clear standards for the team, providing direction, support, and accountability
- Develop team capability through coaching, feedback, and performance management
- Improve systems and processes to ensure consistency, efficiency, and quality
- Maintain an exceptional customer experience, including:
- Handling queries across phone, email, live chat, and occasionally in‑store
- Providing clear, knowledgeable, and thoughtful product advice
- Resolving issues with care, efficiency, and sound judgement
- Identifying opportunities to improve speed, consistency, and quality
- Embedding tools into day‑to‑day workflows
- Supporting team adoption and refining approach over time
Qualifications
- Strong leadership skills, with the ability to bring clarity and structure to a small team
- Excellent written and verbal communication
- Sound judgement and a calm, solutions‑focused approach
- Demonstrable experience in retail or eCommerce customer service, with exposure to sales and customer development, wedding registry experience helpful
- Commercial awareness and confidence in building long‑term customer relationships
- Strong technical capability, with demonstrable experience using customer service and eCommerce platforms (e.g. Shopify, Netsuite, Gorgias)
- Interest in AI, automation, or smarter ways of working, with the confidence to help put these into practice
- A genuine enthusiasm for cooking, entertaining, and quality products for the kitchen and table
Additional Information
This role requires occasional weekend and Bank Holiday working. Annual leave is restricted during November and December, our peak trading period. Start date: 25 May 2026.
Benefits
- Industry‑leading discounts across our portfolio of trusted, high‑quality brands
- Complimentary Cook School classes
- Longevity holiday benefit
- Option to purchase additional annual leave
- Free access to our comprehensive Employee Assistance Programme (EAP) providing 24/7 confidential advice to support your wellbeing and provide expert guidance and resources whenever you or your family need it
We are a proud London Living Wage employer. This accreditation reflects our commitment to supporting our team not just as employees, but as valued experts in cooking and dining. Borough Kitchen is an equal opportunities employer. We are committed to treating all our employees fairly, regardless of gender, race, sexual orientation, marital status, religion, nationality, ethnicity, age, or physical abilities. We value and respect every team member, whether you're part‑time or on a fixed‑term contract.
Customer Service Manager employer: Borough Kitchen Limited
Contact Detail:
Borough Kitchen Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know Borough Kitchen inside out! Familiarise yourself with their products, values, and customer service approach. This will help you connect with the team during interviews and show that you're genuinely passionate about what they do.
✨Tip Number 2
Practice your communication skills! As a Customer Service Manager, you'll need to convey information clearly and effectively. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your leadership style! Think about how you can inspire and support a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and performance management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for joining Borough Kitchen and being part of their amazing team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your love for cooking and entertaining shine through. We want to see that you share our enthusiasm for quality products and providing an exceptional customer experience.
Tailor Your Experience: Make sure to highlight your relevant experience in retail or eCommerce customer service. We’re looking for someone who can demonstrate strong leadership skills and a calm, solutions-focused approach, so don’t hold back on those examples!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language to convey your thoughts, and make sure to proofread for any typos or errors. We appreciate attention to detail, especially in written communication!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting role. Plus, it shows you’re keen to be part of the Borough Kitchen family!
How to prepare for a job interview at Borough Kitchen Limited
✨Know Your Products
Before the interview, dive deep into Borough Kitchen's product range. Familiarise yourself with their quality-tested items and be ready to discuss how you can provide knowledgeable advice to customers. Showing genuine enthusiasm for cooking and entertaining will resonate well with the interviewers.
✨Demonstrate Leadership Skills
As a Customer Service Manager, you'll need to showcase your leadership abilities. Prepare examples of how you've successfully led a team in the past, focusing on how you provided direction and support. Highlight your experience in coaching and performance management to illustrate your capability.
✨Showcase Your Tech Savvy
Borough Kitchen values strong technical skills, especially with customer service platforms. Be ready to discuss your experience with tools like Shopify or Gorgias, and share any insights on how you've used technology to enhance customer service. This will show that you're prepared to advance their use of AI in customer service.
✨Prepare for Scenario Questions
Expect questions about handling customer queries and resolving issues. Think of specific scenarios where you've demonstrated sound judgement and a calm approach. Practising these responses will help you convey your ability to maintain an exceptional customer experience under pressure.