Online Customer Service Manager

Location: Islington Square (N1)
Type: Full-time
Reports to: Head of eCommerce

As a growing business, we’re looking for an Online Customer Service Manager based out of our brand new office in Islington Square. Your primary focus will be to drive customer service excellence, from shaping systems and processes through to directly responding to customer queries and driving new sales. 

You will be managing a small yet dynamic customer service team, working alongside and supporting the customer service associates. The ideal candidate will be outgoing, friendly and passionate about food, while also delivering second-to-none advice and service to our customers. You will have strong sales experience. 

Key Job Components
  • The candidate will be responsible for the implementation and effective running of systems and processes
  • Answering customer queries by phone, email, online chat (or in-store) regarding our products and online store, surveying customers and ensuring a customer experience that is second to none
  • Resolving customer service issues quickly and efficiently
  • Driving new sales, including managing repeat customer groups such as interior designer and high-value value clients
  • Helping to build a loyal base of return customers, with a focus on long-term relationships rather than one-off transactional selling
  • Developing your team through training, ongoing feedback and formal performance management processes
Key Skills and Characteristics
  • Ability to clearly and effectively communicate with customers
  • Excellent organisational and leadership skills
  • Self Reliance & Problem Solving
  • A genuine passion for cooking and entertaining that will allow you to confidently explain our products and their use to our customers
  • Experience in a retail eCommerce customer service and retail sales
  • Excellent written and verbal communication skills
  • Exceptional computer skills (GSuite, MS Office) with experience using Shopify, Netsuite and/or Gorgias would be highly advantageous


Please note, occasional weekend day/s and Bank Holiday holidays may be required and please keep in mind that November/December is the busiest period of the year.

Equal Opportunity Employer

Borough Kitchen is an equal opportunities employer and we treat all our employees fairly and equally, regardless of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, pregnancy and maternity, or the fact that they are a part-time worker or a fixed-term employee.

How to Apply

If you’re an organised individual, who is hard-working, reliable and loves to work as part of a team, we would love to hear from you. Please email with the following documents in "pdf" (Adobe Acrobat) file format:

  • In the email subject line, include the Position of the role for which you are applying
  • Your CV
  • Covering Letter introducing yourself and why you would be a great fit with our team
  • Your Favourite Recipe: a dish you love to make for friends/family. Explain why you love this recipe and if this is a personal recipe or one from family or friends. Describe how to prepare it and what else you would serve alongside your dish.