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- Tasks: Support customers with orders and queries across various channels, ensuring a warm and helpful experience.
- Company: Join Nonna Tonda, a fast-growing fresh pasta subscription business with a passion for exceptional food.
- Benefits: Enjoy 33 days holiday, hybrid working, free pasta weekly, and a supportive team environment.
- Other info: Opportunity for career growth in a collaborative team where your ideas matter.
- Why this job: Make a real impact on customer experience while growing with a dynamic food business.
- Qualifications: Great communication skills, reliability, and a positive attitude are essential; customer service experience preferred.
The predicted salary is between 27000 - 27000 £ per year.
Location: Colliers Wood, London
Working pattern: Full-time, hybrid — 4 days in the office, 1 day WFH
Salary: £27,000 DOE
Start date: As soon as possible
Nonna Tonda is a fast-growing fresh pasta subscription business, built around exceptional food, thoughtful service and a genuine love of Italian cooking. We deliver fresh, restaurant-quality pasta dishes to customers across London and the UK, and we're looking for a friendly, sharp and reliable Customer Service Advisor to join our growing team.
This is a brilliant opportunity for someone who loves helping people, communicates clearly, and thrives in a fast-paced, hands-on environment. You'll be the voice of Nonna Tonda for our customers - helping with orders, subscriptions, delivery questions, product queries and the occasional problem that needs resolving with warmth and care.
This is not just an inbox role. You'll be joining a small, collaborative team where your work directly shapes the customer experience and helps us improve how we do things.
About the role:
As our Customer Service Advisor, you'll support customers across multiple channels including email, phone, live chat, WhatsApp, social media and reviews, using Zendesk as our main customer service platform. You'll help customers quickly and thoughtfully, making sure every interaction reflects the Nonna Tonda brand: warm, helpful, generous, accurate and professional. You'll also work closely with our operations, delivery and wider office team to solve issues, spot patterns, and suggest ways we can improve the customer journey.
What you'll be doing:
- Responding to customer queries across email, phone, live chat, WhatsApp, social media and reviews.
- Supporting customers with orders, subscriptions, cancellations, delivery questions, product queries and account changes.
- Resolving customer issues proactively, including refunds, credits, replacements and goodwill gestures where appropriate.
- Liaising with delivery couriers and internal teams to investigate and resolve delivery issues.
- Maintaining a warm, accurate and brand-appropriate tone in every customer interaction.
- Working efficiently through a busy customer service queue while maintaining attention to detail.
- Updating customer records, orders and subscriptions accurately across our systems.
- Developing strong product knowledge so you can confidently help customers with menu, ingredient and delivery questions.
- Identifying recurring customer issues and suggesting improvements to our processes, templates and customer experience.
- Supporting general customer service admin and wider team tasks where needed.
What we're looking for:
We're looking for someone who is practical, positive and genuinely enjoys helping people. You'll likely be a great fit if you are:
- A clear, warm and confident communicator.
- Highly organised and reliable.
- Detail-focused, especially when working quickly.
- Calm under pressure and able to prioritise well.
- Comfortable using systems and learning new tools.
- Confident speaking to customers by phone as well as in writing.
- Proactive and able to take ownership of customer issues.
- Happy working in a small, fast-moving business where priorities can change.
- A natural problem-solver who can use judgement, not just follow a script.
- Interested in food, hospitality, customer experience or growing consumer brands.
Customer service experience is preferred, but we are open to candidates from hospitality, retail, food, e-commerce, operations or other customer-facing roles if you are sharp, dependable and keen to learn. Experience with Zendesk, Shopify, Recharge, Slack, Google Workspace or CRM systems would be helpful, but not essential.
What matters most to us:
For this role, attitude and reliability really matter. We're looking for someone who can:
- Work quickly without losing accuracy.
- Be kind and generous with customers while still using good judgement.
- Take responsibility rather than passing problems on.
- Communicate clearly with customers and internally.
- Stay calm when things are busy.
- Spot ways to make things better.
- Bring positive energy to a small team.
The details:
- Full-time role.
- Based in Colliers Wood, South London.
- 4 days per week in the office, 1 day working from home.
- Usual working hours: 9am–5pm.
- Some light weekend cover required: approximately 1 hour on Saturday and 1 hour on Sunday to help manage cancellation requests.
- Salary: £27,000 DOE.
Benefits:
- 33 days holiday.
- Hybrid working.
- Daily lunch provided.
- Free pasta each week.
- Laptop provided.
- Supportive, collaborative team environment.
- Opportunity to grow with a fast-developing food business.
- The chance to make a real impact on customer experience.
Why join Nonna Tonda?
At Nonna Tonda, customer service is central to the business. Our customers care about great food, convenience and quality, and your role will be key to making sure they feel looked after. You'll join a small team where your work is noticed, your ideas are valued, and there is room to grow as the company grows. Previous team members have developed into other areas of the business, including marketing and operations. If you love food, enjoy helping people, and want to be part of a growing business with real personality, we'd love to hear from you.
To apply, please send your CV and a short note about why you're interested in the role to: callum@nonnatonda.co.uk
Customer Service Advisor employer: Nonna Tonda
Contact Detail:
Nonna Tonda Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know Nonna Tonda! Familiarise yourself with their products and values. When you understand what makes them tick, you can tailor your conversations to show you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Whether it's on the phone or through live chat, being clear and warm is key. Try role-playing with a friend to get comfortable with different customer scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your proactive attitude and ability to handle challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen and ready to jump into the action with us at Nonna Tonda!
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for food and customer service.
Tailor Your CV: Make sure your CV highlights relevant experience that aligns with what we’re looking for. Focus on your customer service skills and any experience in fast-paced environments to catch our eye!
Craft a Compelling Note: In your short note, explain why you’re excited about joining Nonna Tonda. Share what makes you a great fit for the role and how you can contribute to our team’s success.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Nonna Tonda
✨Know the Brand
Before your interview, take some time to really understand Nonna Tonda's mission and values. Familiarise yourself with their products and customer service approach. This will help you demonstrate your genuine interest in the company and show how you can embody their warm and helpful brand tone.
✨Prepare for Common Scenarios
Think about potential customer service scenarios you might face in the role. Prepare examples from your past experiences where you've successfully resolved issues or provided exceptional service. This will showcase your problem-solving skills and ability to stay calm under pressure.
✨Show Your Communication Skills
Since you'll be the voice of Nonna Tonda, practice clear and confident communication. Whether it's through mock phone calls or writing sample emails, make sure you convey warmth and professionalism. This will help you stand out as a candidate who can connect with customers effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how they measure customer satisfaction, or what challenges they currently face. This shows your enthusiasm for the role and your desire to contribute positively to the team.