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- Tasks: Lead a passionate team to deliver exceptional customer service and enhance our AI capabilities.
- Company: Borough Kitchen, the UK's top premium retailer for cooking enthusiasts.
- Benefits: Enjoy industry-leading discounts, complimentary Cook School classes, and wellbeing support.
- Other info: Flexible working with opportunities for personal and professional growth.
- Why this job: Join us to make a real impact in customer experience and grow your career.
- Qualifications: Strong leadership skills and experience in retail or eCommerce customer service.
The predicted salary is between 30000 - 40000 £ 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.
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
Requirements
- 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
Contact Detail:
Borough Kitchen 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 your passion for cooking and entertaining – it’ll make you stand out!
✨Tip Number 2
Practice your communication skills! As a Customer Service Manager, you'll need to handle queries across various platforms. Role-play common customer scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your leadership chops! Think of examples where you've successfully led a team or improved processes. Be ready to discuss how you can bring clarity and structure to Borough Kitchen’s customer service team.
✨Tip Number 4
Don’t forget to highlight your tech-savviness! Talk about any experience you have with customer service platforms or AI tools. This will show you're ready to embrace the future of customer service at Borough Kitchen.
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 at Borough Kitchen. We can’t wait to hear from you!
How to prepare for a job interview at Borough Kitchen
✨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 definitely impress!
✨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 set clear standards and provided support. This will highlight your capability to bring structure and clarity to the role.
✨Emphasise Customer Experience
Borough Kitchen values exceptional customer service, so be ready to share your strategies for maintaining high-quality customer experiences. Discuss how you've handled queries across various channels and resolved issues with care and efficiency. This will show that you align with their commitment to customer satisfaction.
✨Show Interest in AI and Innovation
Since the role involves advancing the use of AI in customer service, express your interest in technology and smarter ways of working. Share any relevant experience you have with automation tools or platforms like Shopify and Gorgias, and discuss how you envision integrating these into daily workflows.