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- Tasks: Lead a passionate team to deliver exceptional customer service and enhance our AI capabilities.
- Company: Join Borough Kitchen, the UK's top premium retailer for cooking enthusiasts.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Be part of a team that values cooking, entertaining, and quality craftsmanship.
- Why this job: Make a real impact on customer experiences while working with quality kitchen products.
- Qualifications: Strong leadership skills and experience in retail or eCommerce customer service.
The predicted salary is between 35000 - 45000 £ 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
- 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 in London employer: Borough Kitchen
Contact Detail:
Borough Kitchen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in London
✨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 gets what they’re all about.
✨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 your problem-solving skills shine, so be ready to share examples from your past experiences.
✨Tip Number 3
Don’t forget to highlight your tech-savviness! If you’ve got experience with platforms like Shopify or Gorgias, make sure to mention it. Show us how you can leverage AI and automation to enhance the customer experience at Borough Kitchen.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly. Let’s get you on board!
We think you need these skills to ace Customer Service Manager in London
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 exceptional customer experiences!
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 candidates who can demonstrate their skills in a way that aligns with our values at Borough Kitchen.
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so make sure your application is easy to read and gets straight to the heart of why you’d be a great fit for the Customer Service Manager role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Borough Kitchen
✨Know Your Stuff
Familiarise yourself with Borough Kitchen's product range and values. Be ready to discuss your favourite kitchen tools or cooking techniques, as this shows genuine passion and knowledge that aligns with their brand.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight your ability to provide direction and support, and how you’ve improved team performance through coaching and feedback.
✨Be Customer-Centric
Think about how you would handle various customer scenarios. Practice articulating your approach to resolving issues with care and efficiency, as well as how you would maintain an exceptional customer experience across different channels.
✨Embrace Technology
Brush up on your knowledge of AI and customer service platforms like Shopify or Gorgias. Be prepared to discuss how you can leverage technology to enhance customer interactions and improve operational efficiency.