Bakery Assistant - Front of House - Em Cakes - London

We're looking for an experienced, organised and reliable front of house Bakery Assistant | Coordinator to take responsibility for the day-to-day running of our cake collection store. This role requires someone who can confidently organise their workload and work independently. You'll prepare and pack cake orders, coordinate customer collections and courier pickups, handle phone and email enquiries, and keep the store clean, presentable and well stocked. Most of our orders are placed online, so the store mainly serves as a customer collection point and courier dispatch location. Accurate order handling, careful packaging and warm, professional customer service are essential.

Responsibilities

• Prepare and pack orders carefully, checking cake details, messages, packaging and collection or delivery information before handover.
• Coordinate customer collections and courier pickups, ensuring orders are ready on time and handed to the correct person.
• Handle phone, email and online enquiries, providing clear, accurate information about products, orders and collections.
• Welcome and assist customers in store, supporting purchases and offering helpful product recommendations.
• Process orders and confirmations, keeping information accurate and communicating relevant updates to the kitchen team.
• Organise your daily workload, prioritising enquiries, packing and scheduled collections, and raising issues promptly.
• Maintain the store, keeping displays, packing areas and customer‑facing spaces clean, tidy and well presented.
• Monitor packaging and store supplies, reporting low stock levels and following opening and closing procedures.

You have at least two years' experience in a customer-facing role and are comfortable taking responsibility for your work without constant supervision.

You’ll need to be

• Highly organised, with strong attention to detail.
• Confident and professional when speaking with customers in person and by phone.
• Reliable and proactive, noticing what needs doing and following tasks through.
• Calm when managing several tasks or busy collection periods.
• Comfortable using online order systems and learning new processes.
• A supportive team member who communicates clearly with colleagues.
• Willing to take care of practical tasks, including packing, cleaning and replenishing supplies.

This is an active, hands‑on role. You'll spend much of the day on your feet, moving around the store, packing orders and carrying cake boxes and packaging materials with care.

Requirements

• At least two years' experience in retail, hospitality, customer service or another customer-facing role.
• Experience organising your own workload and working independently.
• Excellent spoken and written English.
• Availability to work full-time, Tuesday to Saturday.
• Ability to commute reliably to West Hampstead, London.
• Ability to carry out the practical duties described above.
• Right to work in the UK. We are unable to provide visa sponsorship.

Desirable Experience

• Handling customer orders, bookings, collections or deliveries.
• Working in a bakery, food business, retail store or small independent business.
• Checking and packing orders accurately.
• Food Safety or Health & Safety training.

Previous cake industry experience is welcome but not essential. Training will be provided on our products, systems and handling procedures.

Salary and benefits

• £26,000-£29,000 per year, depending on experience.
• A fixed Tuesday‑Saturday schedule, with Sundays and Mondays off.
• Company pension scheme.
• 25 days' paid annual leave plus bank holidays.
• Paid training and development opportunities.
• Staff discounts on cakes and bakery products.
• A friendly, supportive team.
• The opportunity to develop your skills and take on further responsibility as the business grows.

Em Cakes is an independent bakery in West Hampstead, creating luxury handmade cakes for weddings, birthdays, corporate events and celebrations across London. We take pride in the quality of our cakes and the care behind every order. As part of our small team, your work will make a direct difference to how smoothly the store runs and the experience our customers receive.

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