Company Overview
Coco di Mama is the UK’s most-loved Italian to Go brand, on track to be a £60million sales brand in the next year. Our goal is to create loving fans in our customers in our London stores, serving our all-day Italian menu and specialty coffee, in our nationwide delivery kitchens, through our corporate catering platform, and more recently through our retail ranges available in Sainsbury’s and Tesco.
At Coco di Mama, we are an innovative and entrepreneurial team who are constantly seeking ways to evolve the brand proposition to stay relevant and grow the brand to new customers and new occasions.
Our values are Can do, Individual, Approachable and Organised. If you think this is you, then read on. Our corporate sustainability policy is well embedded – we believe in creating opportunity for our teams & community, creating a menu which is healthier by design, and have committed to Net Zero by 2040.
Role Summary
The Catering service lead supports the continued growth and operational excellence of the Coco catering business by delivering exceptional customer service, supporting operational execution and actively contributing to sales growth.
The role acts as the primary on-the-day contact for catering customers, ensuring every order is delivered accurately, efficiently and with a high level of care and communication.
Strong organisational skills enable the Catering service lead to operate effectively within a fast-paced catering environment, supporting the Central Kitchen operation while building strong relationships with customers and proactively identifying opportunities to grow the business.
The Catering service lead understands the importance of operational standards, customer experience and commercial performance and plays a key role in delivering all three consistently.
Purpose of the Role
Customer Service:
· Act as the primary point of contact for all live catering orders
· Proactively monitor deliveries and communicate updates clearly to customers
· Resolve issues quickly and effectively before escalation
· Conduct post-delivery follow-ups to ensure customer satisfaction
· Build strong relationships with catering customers through professional and proactive communication
· Deliver an exceptional customer experience on every order
· Provide broader customer service support for the stores business.
Operations:
· Support the Central Kitchen operations during peak periods
· Assist with order packing, organisation and quality control
· Coordinate closely with courier partners to ensure smooth delivery execution
· Ensure all catering orders leave the kitchen to the highest operational standards
· Provide operational support and cover for the Central Kitchen Manager when required (Catering only)
· Maintain strong organisation and attention to detail within a fast-paced environment
Business Development:
· Source and generate new corporate catering leads
· Support the growth of existing catering accounts through proactive communication
· Identify opportunities to upsell and increase average order value
· Reactivate lapsed customers and encourage repeat business
· Support the continued growth of Coco Caters through lead generation and relationship management
Skills & Behaviours
· Customer focused – always puts the customer experience first
· Organised – able to prioritise effectively and remain calm under pressure
· Proactive – identifies issues and opportunities before being asked
· Clear communicator – confident communicating with customers, couriers and operational teams
· Positive attitude – brings energy and professionalism to the role every day
· Attention to detail – understands the importance of accuracy and presentation
· Commercial awareness – understands the impact of retention, upselling and customer relationships
· Team player – supports colleagues and contributes positively to the wider operation
· Resilient – comfortable operating within a fast-paced and demanding environment
· Accountable – takes ownership and follows through on responsibilities
Package
- Salary: £30,000 – £32,000 (depending on experience)
- 25% bonus
- Pension scheme
- 28 days holiday
- Free coffee and food at Coco di Mama
- 50% Discounts across Azzurri Group brands – Zizzi, Ask, Daves Hot Chicken, Boojum
- Opportunity to grow & develop with a fun, supportive, and ambitious team
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Health & wellbeing programme
- Referral programme
Work Location: In person
