Digital Operations & Support Executive

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Digital Operations & Support Executive – Henderson Foodservice

Attractive Salary & Benefits

36.5 Hour week (Hybrid)

Newtownabbey

Who are we?

Barista Bar is the No1 Coffee to go brand in Northern Ireland which is rapidly expanding across Great Britain. Owned by the Henderson Group, Barista Bar is delivered by Henderson Foodservice.

We’re the leading supplier to the food service industry across Ireland, driving digital engagement to support our loyal customers using our multi-award winning www.henderson-foodservice.com e-commerce site and our Barista Bar My Rewards+ app.

We\’re a family-owned team that cares about our people and the community in which we live, and we look to recruit and invest in team members who share that dedication and focus on delivering the best customer experience.

A look into the role

Alongside the Barista Bar brand, Henderson Foodservice sources and supplies a range of thousands of products to customers including hotels, restaurants, and public sector organisations such as hospitals and offices.

Following another year of record growth in foodservice sales across N.I. and R.O.I. last year, Barista Bar sites have expanded across Scotland and the South of England making this an exciting time to be joining our business.

The Purpose of the role:

The successful candidate will become part of a dynamic, fast-growing digital team that’s rapidly earning national recognition with multiple award wins and nominations at the Irish E-Comm Live Awards 2024 and 2025, Digital DNA Awards 2024, and Spider Awards 2025.

In this role, you’ll be at the heart of our helping our users engage with us online, taking a lead on supporting consumers using the Barista Bar My Rewards+ App users and working closely with the Operations and Support Lead to support business users of henderson-foodservice.com.

You’ll be responsible for providing both internal and customer-facing support, managing customer account data, troubleshooting online issues, and ensuring processes are well-documented. You’ll also create clear, user-friendly guides to support seamless digital experiences.

This is a hands-on role where your work will directly contribute to smoother operations, stronger customer engagement, and the continued growth of our award-winning digital platforms.

Working as Digital Operations and Support Executive you will:

• Help customers to have the best experience using our platforms.
• Provide first-line support for Henderson-foodservice.com and the My Barista Bar Rewards App via the support desk, resolving or escalating issues as needed.
• Assign support tickets to relevant team members and track progress to ensure timely resolution in line with agreed KPIs.
• Monitoring for operational issues with Henderson-foodservice.com and My Barista Bar Rewards+ App and escalating internally.
• Conduct User Acceptance Testing (UAT) as directed by the Operations and Support Lead.
• Collaborate with internal teams to address e-commerce and loyalty-related queries.
• Assist in delivering internal training on e-commerce, loyalty, and CRM system usage.
• Help create and maintain user documentation and support guides.
• Visit customers in trade to promote e-commerce usage and gather feedback.
• Perform other duties as required, including supporting the wider marketing team.

Skills for Success

Joining us as Digital Operations and Support Executive the minimum criteria you’ll need is:

• Minimum of 5 GCSEs (or equivalent), including English and Maths
• A minimum 2 years’ experience providing first-line customer support in a professional environment.
• Previous experience working with customer or sales data and managing related databases.
• Previous experience testing customer focused processes or software to ensure they are user friendly and functioning correctly
• Full valid UK/EU driving License with access to your own vehicle

The Attributes you’ll need include:

• A dedication to solving problems and helping customers
• Excellent attention to detail
• Process driven
• Sound technical understanding of how systems and processes should work
• Strong communication skills with both technical and non-technical people
• Comfortable working with data

It is Desirable if you have:

• A Third-level qualification or a relevant professional certification related to the role.
• Experience working with e-commerce platforms.
• Experience supporting or working with mobile applications.
• Proficient in using support desk systems to manage and resolve support tickets.
• Understanding of the Foodservice industry.

Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.

Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.

Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.

Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.

The Reward

Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.

This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid and flexible working arrangement available.

We are an equal opportunities employer.