Rachael’s Kitchen is recruiting for a Customer Service Executive to join our growing team based in our Worthing bakery.
Our staff are a huge part of what we do and who we are. They are the creative hands behind our gifting experience representing us across our two ecommerce brands; Rachael’s Kitchen and Bear’s Brownies. We're looking for a switched-on, hands-on Customer Service Exec to join our team. This is a varied role combining order processing, logistics coordination, and frontline customer service. You'll be at the heart of our daily operations, ensuring every order goes out perfectly and every customer receives exceptional service.
You will be a key member of the Rachael’s Kitchen office team and will be expected to be able to work under pressure and be self-motivated, working closely with the Customer Service Coordinator and members of the team to ensure smooth communication and thorough updates of orders as they progress.
If you're an all-rounder who thrives in a fast-paced environment where no two days are the same, this could be the perfect role for you.
Key Responsibilities:
Order Processing & Administration:
- Print and process daily orders from our ecommerce system (WooCommerce)
- Prepare courier labels and coordinate dispatch
- Carefully note customer personalisation requests and special instructions
- Manage orders for next-day delivery and future dates
- Liaise with courier services to track and chase deliveries
Customer Service:
- Respond to customer inquiries via email, phone, and live chat
- Answer product questions and help customers with their orders
- Handle customer service mailboxes efficiently
- Resolve issues quickly and professionally
- Provide a friendly, helpful service that reflects our brand values
You'll be constantly switching between today's urgent orders and planning ahead for upcoming days, juggling multiple priorities while maintaining high attention to detail.
What We're Looking For:
Essential:
- Excellent communication skills - both written and verbal
- Strong organizational skills and meticulous attention to detail
- Computer literate and comfortable with IT systems (experience with ecommerce platforms is a bonus)
- Natural problem-solver who thinks on their feet
- Able to multi-task effectively in a busy, fast-paced environment
- Proactive and takes initiative without needing constant direction
- Team player with a can-do attitude
- Professional telephone manner
You'll thrive with us if you:
- Love variety and hands-on work
- Stay calm and focused during busy periods
- Are happy to turn your hand to whatever needs doing
- Want to be part of a small business where you make a real difference
- Take pride in getting things done effectively
- Enjoy being part of a supportive team environment
What We Offer:
- A fun, welcoming office environment with a great team culture
- A varied role where you'll learn multiple aspects of the business
- The satisfaction of directly contributing to customer happiness
- Opportunity to grow as the business expands
This is an office hours role, Monday-Friday. This role will include some very occasional weekend work during key calendar gifting periods and hours may change during peak times such as Christmas, when we may go to a 7-day operations. This role is required to be office based and you will be expected to manage your own working hours and routine to best suit business needs.
This is a permanent position with full-time and part-time considered. After an initial 3-month probationary period access to the company contribution free private medical scheme will be granted as well as our bonus scheme.
Salary: £26,500-£29,000 per year depending on experience
Job Type: Full-time or Part-time
Additional pay:
Benefits:
- Employee discount
- Private medical insurance
Schedule:
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 3 years (preferred)
- Administrative experience: 3 years (preferred)
Language:
Work Location: In person
Pay: £26,500.00-£29,000.00 per year
Benefits:
- Company pension
- Employee discount
- Private medical insurance
Ability to commute/relocate:
- Worthing BN14: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
- E-commerce: 2 years (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
