Rachael’s Kitchen is recruiting for a Customer Operations Lead 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 Lead to join our team.
As the Customer Operations Lead – Corporate, you will take ownership of our B2B customer journey, building strong relationships with businesses of all sizes, from SMEs to large corporate organisations. You’ll work closely with customers to understand the purpose behind every campaign, ensuring every order is managed accurately, professionally and with genuine care.
Working alongside our production team, you’ll coordinate orders from enquiry through to fulfilment, ensuring deadlines are met and customers remain informed every step of the way. You’ll also play a key role in supporting the wider Customer Operations team, recognising that our B2B and B2C channels work hand in hand and that delivering an outstanding customer experience is always a team effort.
What You'll Be Responsible For
Building Customer Relationships
- Developing trusted relationships with our corporate customers through professional, friendly and confident communication.
- Managing customer enquiries via telephone and email, providing timely, accurate and personable support.
- Taking the time to understand each customer's objectives and ensuring every campaign is delivered with attention to detail.
- Creating a bespoke experience that reflects both our brand and our customers' individual needs.
- Maintaining clear and proactive communication throughout the customer journey, keeping customers updated as their orders progress.
Managing Corporate Orders
- Taking ownership of corporate orders from initial enquiry through to production and dispatch.
- Scheduling customer orders into our production plan, ensuring all deadlines are met and production has clear visibility of upcoming work.
- Processing customer orders accurately and ensuring all order information is complete and production-ready.
- Raising invoices promptly and accurately, ensuring all customer and order information is correct.
- Monitoring order progress and proactively resolving any issues before they impact the customer experience.
- Prioritising workloads to meet same-day production requirements while planning ahead for future orders.
Operational Leadership
- Owning the day-to-day flow of the corporate order book and ensuring work is prioritised effectively.
- Working closely with the Production team to ensure orders move seamlessly through the bakery.
- Coordinating with courier partners to arrange collections and deliveries, ensuring orders reach customers on time.
- Liaising with customers, couriers and internal teams to resolve delivery or operational issues quickly and professionally.
- Ensuring clear communication between customers, Customer Operations and Production at every stage of the order journey.
- Identifying opportunities to improve processes, increase efficiency and enhance the customer experience.
Supporting the Wider Team
We are a small, collaborative team and believe everyone contributes to the success of the business.
Whilst this role leads our Corporate Sales operation, you'll also support our B2C customer fulfilment activities when required. Corporate and consumer sales often overlap, and we pride ourselves on working together to ensure every customer receives the same high standard of service.
You'll be willing to roll your sleeves up, support colleagues during busy periods and take an interest in every part of the customer journey. We value people who enjoy being part of a team, share knowledge freely and are happy to step in wherever they're needed.
What We’re Looking For
We’re looking for someone who enjoys building relationships and takes pride in delivering an outstanding customer experience.
You’ll be:
- Confident speaking with customers over the phone.
- Professional, concise and personable in written communication.
- Highly organised with excellent attention to detail.
- Calm under pressure and able to manage multiple priorities.
- A natural problem solver who takes ownership.
- Comfortable working collaboratively in a fast-paced environment.
- Flexible and willing to support the wider team whenever needed.
- Passionate about delivering excellent service and creating memorable customer experiences.
Success in This Role Looks Like
- Corporate customers feel valued, informed and supported throughout every campaign.
- Orders are processed accurately and delivered on time.
- Strong working relationships are built with both customers and internal teams.
- Production deadlines are consistently achieved.
- The Customer Operations team works collaboratively across both B2B and B2C channels to deliver exceptional service.
- Continuous improvements are identified and implemented to enhance both customer experience and operational efficiency.
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, 8am-4:30pm 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 is a permanent position. 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: £27,000-£30,000 per year depending on experience
Job Type: Full-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)
- Ecommerce experience: bonus
Language:
Work Location: In person
Pay: £27,000.00-£30,000.00 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)
- Sales: 2 years (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
