Operations & Customer Experience Manager (Part-Time)
We're looking for an organised, proactive and customer-focused Operations & Customer Experience Manager to support the day-to-day running of our growing Ice cream business.
This is a varied role that combines customer service, operations, logistics and administration. You'll become the main point of contact for many day-to-day enquiries, allowing the founder to focus on business growth, franchise development and strategic projects.
Initially, the role is approximately 15 hours per week (around 2.5 hours per weekday), with the opportunity to grow as the business expands.
Key ResponsibilitiesCustomer Support
- Respond to customer enquiries via email and other communication channels.
- Answer product and ingredient questions accurately.
- Resolve complaints professionally and empathetically.
- Manage customer reviews and follow up where appropriate.
- Escalate complex issues when required.
Operations
- Coordinate and update delivery driver schedules.
- Support the smooth running of daily operations.
- Maintain operational documents and procedures.
- Identify recurring issues and suggest improvements.
Franchise Enquiries
- Respond promptly to franchise enquiries.
- Qualify prospective franchise partners using agreed criteria.
- Schedule calls and maintain accurate records.
- Ensure every enquiry receives a professional and timely response.
Marketing & Collaborations
- Manage collaboration enquiries from brands, influencers and partners.
- Coordinate marketing opportunities with the founder.
- Assist with campaign administration and follow-up.
Events
- Support the planning and coordination of events.
- Liaise with customers, suppliers and venues where required.
- Ensure event logistics are organised and communicated clearly.
General Administration
- Monitor and manage shared inboxes.
- Keep records and systems up to date.
- Maintain excellent communication across the business.
- Escalate important decisions while confidently handling routine matters independently.
About You
We're looking for someone who:
- Has excellent written and verbal English.
- Is highly organised and naturally proactive.
- Enjoys solving problems and taking ownership.
- Has outstanding customer service skills.
- Can communicate confidently with customers, suppliers and business partners.
- Works independently and uses sound judgement.
- Is detail-oriented and follows processes carefully.
- Is comfortable working in a fast-paced, growing business.
Desirable Experience
- Customer service or customer success.
- Operations or office management.
- Social media savvy
- Hospitality, food, retail or franchise businesses.
- Car driver
- Experience using Google Workspace, Microsoft Office or similar.
- Experience with CRM or helpdesk systems is an advantage.
Working Hours
- Approximately 15 hours per week.
- Ideally available on weekdays during UK business hours.
- Flexible working arrangement.
What Success Looks Like
Within the first three months you will:
- Become the trusted first point of contact for routine enquiries.
- Keep customer response times consistently fast.
- Coordinate driver schedules with minimal supervision.
- Handle complaints confidently and professionally.
- Keep franchise and collaboration enquiries organised and progressing.
- Identify opportunities to improve systems and reduce the founder's administrative workload.
Why Join Us?
This is an opportunity to join an ambitious, growing business at an exciting stage. You'll work closely with the founder and have genuine responsibility from day one. As the business grows, there will be opportunities for the role to expand into a broader operations management position.
Pay: £250.00-£330.00 per week
Work Location: Hybrid remote in Hatfield AL9 5NH
