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- Tasks: Lead a passionate team to enhance our online customer service experience.
- Company: Join Borough Kitchen, the UK's top premium retailer for cooking enthusiasts.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Be part of a team that values quality, care, and creativity.
- Why this job: Shape customer experiences and drive innovation in a dynamic retail environment.
- Qualifications: Strong leadership skills and a passion for exceptional 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
This role requires occasional weekend and evening work.
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 and values. When you walk into that interview, show them you’re not just another candidate; you’re a passionate foodie who understands their mission.
✨Tip Number 2
Practice your customer service scenarios. Think about how you’d handle tricky situations or provide top-notch product advice. We want to see you shine in those role-play exercises, so be ready to demonstrate your calm, solutions-focused approach!
✨Tip Number 3
Show off your leadership skills! Be prepared to discuss how you’ve developed teams in the past. Share specific examples of how you’ve coached others to improve their performance and maintain high standards—this is key for the Customer Service Manager role.
✨Tip Number 4
Don’t forget to highlight your tech-savviness! Talk about your experience with customer service platforms and any interest in AI. Borough Kitchen is looking for someone who can advance their online service, so let’s show them you’re the right fit by applying through our website!
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 Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and retail. We’re looking for someone who can bring clarity and structure to our team, so showcase those leadership skills!
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate good communication, so make sure your application reflects that. Avoid jargon and focus on what makes you a great fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
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 bestsellers and unique offerings. This will not only show your genuine interest in the brand but also help you provide thoughtful product advice during the interview.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you provided direction, support, and accountability. Highlighting your ability to develop team capability through coaching will resonate well with the interviewers.
✨Demonstrate Customer-Centric Thinking
Be ready to discuss how you would maintain and enhance the exceptional customer experience that Borough Kitchen is known for. Share your strategies for handling queries across various platforms and resolving issues with care and efficiency.
✨Embrace Technology and AI
Since the role involves advancing the use of AI within customer service, come prepared with ideas on how technology can improve responsiveness and efficiency. Discuss any relevant experience you have with eCommerce platforms and how you've used data to understand customer trends.