At a Glance
- Tasks: Engage with customers through calls and walk-ins, ensuring their needs are met.
- Company: Join Caffe Concerto, a trendy luxury cafe/restaurant loved across the UK.
- Benefits: Enjoy a competitive salary of £12.21 per hour and a dynamic work environment.
- Other info: Full-time role with flexible scheduling from Monday to Sunday.
- Why this job: Be part of a vibrant team that values customer satisfaction and offers growth opportunities.
- Qualifications: Previous telesales or customer service experience is preferred; strong communication skills are essential.
The predicted salary is between 25000 - 35000 £ per year.
About the Role
Caffè Concerto is looking for a confident, commercially minded and customer-focused Cake Studio Telesales Executive.
This is not simply a call-answering role. You will be responsible for turning customer enquiries into sales, understanding cake requirements, advising customers on the right product and price, and working closely with our chefs and cake production team to make sure orders are clear, achievable and profitable.
Our range includes standard cakes, customised cakes, novelty cakes, bespoke cakes and wedding cakes. You will need to understand the difference between these requests, recognise when a cake requires additional chef input and communicate the customer's requirements accurately.
Key Responsibilities
Cake Sales
- Handle telephone and online cake enquiries professionally.
- Understand the customer's occasion, requirements, portions, design, deadline and budget.
- Recommend the most suitable cake and explain pricing confidently.
- Understand cake complexity and work with the chef when a quotation requires additional input.
- Convert enquiries into confirmed sales.
- Follow up quotations and enquiries to maximise conversion.
- Upsell and cross-sell suitable products such as candles, slices, decorations, celebration products and canapés.
- Identify opportunities for repeat sales around birthdays, anniversaries and other occasions.
Customer Service & Complaints
- Handle customer complaints calmly, professionally and patiently.
- Deal confidently with frustrated or aggressive customers without becoming confrontational.
- Investigate problems before offering solutions.
- Take ownership of customer issues and escalating appropriately when required.
- When a cake or order mistake occurs, focus on finding a solution and turning a negative experience into an opportunity to recover the customer's trust and retain their business.
- Record recurring complaints and customer feedback to help improve the operation.
- Maintain professional boundaries when dealing with abusive behaviour.
Teamwork
Strong relationships with the cake studio team are essential.
- Build and maintain a good working relationship with chefs, cake designers and production staff.
- Communicate customer requirements clearly and accurately.
- Respect the chef's technical knowledge while representing the customer's needs.
- Work collaboratively when solving difficult or last-minute customer requests.
- Avoid creating unnecessary conflict between customers, sales and production.
- Understand that successful cake sales depend on good cooperation between the sales and kitchen teams.
Additional Sales & Reservations
The Role May Also Include
- Taking table reservations for Caffè Concerto shops.
- Handling general customer enquiries.
- Selling additional restaurant and celebration products.
- Identifying opportunities to increase the value of each customer interaction.
Administration & Reporting
- Maintain accurate customer, quotation and order records.
- Track enquiries, sales, follow-ups and lost opportunities.
- Prepare basic sales reports.
- Monitor conversion rates and average order value.
- Provide management with useful customer feedback and sales information.
What We Are Looking For
- Experience in telesales, telephone sales, hospitality sales, reservations or a similar customer-facing role.
- Excellent communication and listening skills.
- Strong sales, upselling and negotiation ability.
- Confidence discussing prices and customer budgets.
- Good numerical skills and an understanding of portions and pricing.
- Excellent attention to detail.
- Patient and calm under pressure.
- Confident handling complaints and difficult customers.
- Commercially aware and focused on both sales and profitability.
- Able to build strong relationships with chefs and operational teams.
- Organised and able to manage multiple enquiries simultaneously.
- Comfortable using email, spreadsheets and sales/order systems.
- Cake, bakery, patisserie, hospitality, wedding/event or bespoke product sales experience is an advantage.
The Right Person
- “I need a cake” understand what they actually want recommend the right solution establish the budget price it correctly close the sale communicate it clearly to the chef follow up create the next sales opportunity.
The successful candidate should be a salesperson, problem-solver and relationship builder, not simply someone who answers the telephone.
You will be measured on sales conversion, average order value, upselling, follow-up, customer service, order accuracy and teamwork.
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Telesales Operative in London employer: Caffe Concerto
Caffè Concerto offers a vibrant work environment in the heart of central London, where you can thrive as a Barista & Guest Experience Specialist. With competitive salaries and flexible hours, we prioritise employee well-being and growth, fostering a culture of teamwork and excellence. Join us to be part of a dynamic team that values your contributions and provides opportunities for personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Telesales Operative in London
✨Tip Number 1
Familiarise yourself with Caffe Concerto's menu and services. Knowing the ins and outs of what they offer will help you answer customer inquiries confidently and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your telephone communication skills. Since this role heavily relies on effective phone interactions, consider role-playing scenarios with friends or family to enhance your ability to handle various customer situations smoothly.
✨Tip Number 3
Brush up on your cross-selling techniques. Research common strategies used in telesales to promote additional products or services, as this will be a valuable skill in boosting sales during your calls.
✨Tip Number 4
Network with current or former employees of Caffe Concerto if possible. They can provide insights into the company culture and expectations, which can give you an edge during the interview process.
We think you need these skills to ace Telesales Operative in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in telesales or customer service. Emphasise your communication skills and any sales achievements to align with the requirements of Caffe Concerto.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your ability to handle inquiries efficiently. Mention specific examples of how you've resolved customer issues in the past.
Highlight Relevant Skills:In your application, clearly outline your excellent telephone manner and any cross-selling skills you possess. This will demonstrate your suitability for the role and your understanding of the job's demands.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a customer-facing role.
How to prepare for a job interview at Caffe Concerto
✨Know the Company
Before your interview, take some time to research Caffe Concerto. Understand their values, menu offerings, and customer service standards. This knowledge will help you tailor your responses and show genuine interest in the role.
✨Demonstrate Your Communication Skills
As a Telesales Operative, excellent communication is key. During the interview, practice clear and concise speaking. Be prepared to showcase your telephone manner and how you handle customer inquiries or complaints.
✨Highlight Relevant Experience
If you have previous experience in telesales or customer service, be sure to discuss specific examples. Share how you successfully managed customer interactions, resolved issues, or achieved sales targets to demonstrate your suitability for the role.
✨Prepare for Role-Play Scenarios
You might be asked to participate in role-play during the interview to assess your problem-solving and sales skills. Practice common scenarios you might encounter as a Telesales Operative, such as handling a difficult customer or cross-selling products.
