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For Companies At a Glance
- Tasks: Lead and inspire a customer service team to deliver exceptional support.
- Company: Join EatClub, a fast-growing hospitality tech start-up backed by renowned chef Marco Pierre White.
- Benefits: Enjoy staff discounts, dining vouchers, and real career progression opportunities.
- Why this job: Make an immediate impact in a fun, energetic environment while helping the hospitality industry thrive.
- Qualifications: 2-3 years in customer service leadership with strong communication skills.
- Other info: Work remotely with a supportive leadership team and grow your career.
The predicted salary is between 36000 - 60000 £ per year.
EatClub is one of Australia's fastest growing tech companies backed by iconic chef Marco Pierre White and trusted by thousands of restaurants across Australia and the UK. Our mission is simple: help restaurants fill empty tables, help diners discover last-minute dining deals, and help the hospitality industry thrive.
With more than 2 million diners on the app and rapid global expansion, we are building something special and exceptional customer support sits at the heart of it. We don’t just answer questions; we build genuine connections, create memorable experiences, and make our users feel part of our journey.
If you are a hands-on leader who loves coaching, culture building, and delivering standout customer service, this role is for you.
The Role
This is not a "keep the lights on" support role. Reporting to the Head of Customer Experience, you’ll take ownership of a high-potential CS function, bringing structure, clarity, and leadership to a team that’s looking for guidance rather than control.
What You Will Be Doing
- Lead and Inspire the Team
- Build strong relationships with offshore support teams
- Lead from the front, setting the standard for high-quality communication and customer care, and stepping into inboxes whenever needed
- Foster a positive, supportive team environment and be a champion of the EatClub brand
- Keep the team connected and engaged through regular check-ins and activities
- Own Daily Customer Operations
- Manage support queues across email, chat, and phone
- Monitor response times during peak AU and UK hours, with a strong understanding of performance metrics and the levers that drive them
- Handle escalations and ensure timely resolutions
- Adjust shifts to maintain solid service coverage
- Coaching, Training and Growth
- Coach and develop team members through regular feedback, training, and support to develop individual performance
- Contribute to building and scaling the team, including assisting with recruitment, interviews, and onboarding
- Run regular one-to-ones and expectation setting sessions
- Support training on communication, product knowledge, and processes
- Identify team members ready for new responsibilities
- Improve Processes and Quality
- Identify recurring issues and recommend improvements
- Work with the Support Operations Manager to refine workflows
- Ensure processes are followed and kept up to date
- Maintain Communication Excellence
- Uphold a consistent tone across all markets
- Coach the team on clarity, empathy, structure, and professionalism
What We Are Looking For
- 2-3 years in a Customer Service leadership role (Lead / Senior / Supervisor level)
- Strong communication skills and ability to coach and inspire
- Hands-on leadership style and willingness to lead from the front
- Experience guiding remote teams
- Passion for helping people grow
- Availability to work evenings and weekends when required
Extra points if you have
- Hospitality, marketplace, or SaaS background
- Experience working with offshore teams
- Familiarity with HubSpot or similar CRMs
Why You Will Love EatClub
- Join a fast-growing Australian start-up expanding across the UK and AU
- Recently raised 18.2 million in funding
- Real career progression and leadership growth opportunities
- Work with a supportive, collaborative leadership team
- Staff discounts and dining vouchers to enjoy through EatClub
- Your work has immediate impact in a fun, energetic environment
If you are passionate about leading great teams and delivering outstanding customer experiences, we would love to hear from you. Apply now and help us shape the future of hospitality.
Customer Service Lead in London employer: EatClub
Contact Detail:
EatClub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in London
✨Tip Number 1
Get to know the company inside out! Research EatClub's mission, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service leadership. Think about how you would handle specific scenarios and be ready to share examples from your past experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about helping others and creating memorable experiences!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service leadership. We love seeing how your skills align with our mission at EatClub!
Be Authentic: Don’t be afraid to show your personality! We’re looking for genuine connections, so let us know what makes you unique and how you can contribute to our team culture.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It helps us keep track of applications and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at EatClub
✨Know the Company Inside Out
Before your interview, dive deep into EatClub's mission and values. Understand how they help restaurants and diners connect. This knowledge will not only impress but also show your genuine interest in being part of their journey.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Discuss how you've inspired teams in the past, especially in customer service roles. Be ready to explain how you foster a positive environment and coach team members effectively.
✨Demonstrate Problem-Solving Skills
Think of specific instances where you've identified recurring issues and implemented solutions. Be prepared to discuss how you handle escalations and ensure timely resolutions, as this is crucial for the role at EatClub.
✨Engage with Questions
Prepare thoughtful questions about the team dynamics and the challenges they face. This shows you're not just interested in the role but also in contributing to the team's success and improving processes within the company.
