Reservations and Customer Service Administrator

Set up by our visionary founder, The Jamie Oliver Group is a global and integrated food brand with a mission to help build a healthier, happier world through the joy of food. From media and restaurants to products, partnership and Ministry of Food, every part of our diverse business has a key role to play in making it easier for people to cook and enjoy better, healthier, more sustainable, and joyful meals. Whether that’s in our homes, in restaurants or workplaces.

As a proud B Corp, we are committed to educate and inspire people, workplaces, schools and communities all over the world, to help make better choices, one meal at a time. At The Jamie Oliver Group we celebrate the fact that everyone is different and we treat every colleague with dignity and respect. We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in the creative industries.

WHY YOU’RE HERE

Are you an organised, customer-focused professional ready to be the first point of contact for the Jamie Oliver Restaurant Group and the wider Jamie Oliver Group? We are looking for two dedicated Reservations & Customer Service Administrators to manage restaurant reservations, cookery class bookings, voucher processing, and all customer enquiries. You will be responsible for delivering excellent customer service and maximising booking opportunities.

We are looking for two administrators to cover the following hours, Friday - Sunday shifts are based from home and Tuesday - Thursday are based in the office:

• Tuesday - 10-4pm
• Thursday - 10-6pm
• Friday - 10-5pm
• Saturday - 10-5pm
• Sunday - 10-4pm

We are flexible in terms of weekly hours and shift start and end times. If you’re looking for a role that offers you flexibility around other commitments, maybe caring or study responsibilities, this is a great opportunity; we’re open to discussion.

WHAT YOU’RE HERE TO DO

Key Responsibilities

• Booking and Reservation Management
  • Oversee and manage all restaurant reservations (for groups of 10 or less) for Jamie Oliver Catherine Street, and all public class bookings for the Jamie Oliver Cookery School.
  • Review and maintain the reservations system, actively consolidating bookings across multiple third-party booking platforms to guarantee a cohesive and seamless customer experience.
  • Conduct a weekly review of all upcoming reservations to ensure clear and actionable notes are provided for the Restaurant & Cookery School Team.
  • Serve as the primary handler for all general Jamie Oliver Group business enquiries via the Zendesk system, focusing on resolving issues within the team’s scope.
  • Proactively assist in resolving customer complaints regarding past reservations and class bookings, striving for a favourable resolution to maintain high customer satisfaction.
  • Ensure all complex customer queries (e.g., complaints, legal matters) are promptly and accurately forwarded to the appropriate internal person for follow-up.
  • Monitor and provide personalised, professional responses to feedback on all public review platforms, including Google and TripAdvisor.
  • Contribute to weekly reporting by collecting and presenting data on customer sentiment across different areas of the business.
• Class & Event Administration
  • Manage the full administrative process for classes, including issuing refunds, rescheduling bookings, and effectively managing class wait lists.
  • Create and communicate Zoom links for online classes to both customers and team members.
  • Perform financial administrative tasks related to events, such as processing all third-party vouchers, raising invoices, and accurately keeping the invoice tracker up-to-date.
  • Support the Events Coordinator with preparatory admin tasks, including producing table plans, table cards, function sheets, and bespoke menus.

WHAT YOU NEED TO KNOW

• Proven experience in a similar administrative or reservations role within a customer-focused environment.
• Proficiency in reservation systems and general office software (MS Office Suite).
• Excellent organisational skills, strong written and verbal communication, and a customer-centric approach.
• Highly proactive, positive, and committed to high-quality work with strong problem-solving skills.
• Ability to work both independently and collaboratively as part of a team.

WHAT WE OFFER IN RETURN

• A friendly and supportive company culture in a creative office.
• Competitive salary & bonus.
• Private medical cover.
• Life insurance & permanent health insurance.
• Access to an Employee Assistance Programme at no cost.
• Access to a corporate Classpass membership.
• Lots of training and development opportunities.
• 30 days holiday, plus half a day for Christmas shopping.
• Fabulous food perks including free breakfast at the office & affordable and delicious lunches prepared on-site by our very own staff chefs.
• Excellent company discounts such as 50% off food when you dine in Jamie Oliver Catherine St and access to a CODE Hospitality app which gives you exclusive discounts in your favourite restaurants, bars and hotels around the UK.
• Social events, workshops, discounted gym membership, plus subsidised massage appointments on site.

This is a fixed term role for 12 months, with the potential to move to a permanent position in the future.

APPLY NOW and help us deliver a seamless and memorable experience that exceeds our guests' expectations!