Location: West Hampstead, London
Schedule: Full-Time, Tuesday to SaturdaySalary: £25,500–£29,000 per year (depending on experience)
About Em Cakes
Em Cakes is a boutique cake bakery based in West Hampstead, London, specialising in luxury handmade cakes for weddings, birthdays, corporate events, and special celebrations across London.
We are passionate about creating exceptional cakes and delivering outstanding customer experiences. Alongside our commitment to quality and craftsmanship, we foster a culture of continuous learning, collaboration, and personal growth. We believe every team member should feel valued, supported, and empowered to contribute to the success of the business.
As a growing independent bakery, we are looking for a reliable and customer-focused Customer Service & Store Coordinator to support the day-to-day running of our store and help deliver an outstanding experience for our customers.
The Role
This is a hands-on role focused on customer service, order coordination, and maintaining a clean and welcoming store environment.
As most of our sales take place online, the store primarily operates as a collection point for customers and a dispatch location for courier collections. You will be the main point of contact for customers visiting the store, calling by phone, or contacting us online.
You will help coordinate collections and deliveries, pack orders, respond to enquiries, and ensure the store is always organised, presentable, and running smoothly.
This role is ideal for someone who enjoys working with people, takes pride in staying organised, and is happy managing a variety of tasks throughout the day.
Key Responsibilities:
Customer Service
- Welcome and assist customers visiting the store
- Answer customer enquiries by phone, email, and online channels
- Provide accurate information about products, orders, and collections
- Process customer orders and prepare order confirmations
- Deliver a warm, professional, and helpful customer experience
- Support in-store sales and product recommendations
Order Coordination & Store Operations
- Prepare and pack customer orders with care and attention to detail
- Coordinate customer collections and courier pickups
- Ensure orders are ready on time and handed over accurately
- Work closely with the kitchen team to ensure smooth order handovers
- Monitor packaging and store supplies and report low stock levels
- Support the smooth running of daily store operations
Store Presentation
- Maintain a clean, organised, and welcoming store environment at all times
- Follow opening and closing procedures
- Keep displays, packaging areas, and customer-facing spaces tidy and well presented
- Take pride in creating a positive experience for every customer who visits
About You
We're looking for someone who is friendly, organised, and genuinely enjoys helping people.
You will be:
- Customer-focused and professional
- Friendly, approachable, and confident communicating with customers
- Highly organised with strong attention to detail
- Comfortable handling phone calls, and customer enquiries
- Reliable, proactive, and able to work independently
- A team player who enjoys supporting colleagues and contributing to a positive workplace culture
- Comfortable working in an active, hands-on environment
This is not a desk-based role. You'll spend most of your day on your feet, moving around the store, preparing and packing orders, assisting customers, and coordinating collections and deliveries. You should be comfortable with light physical tasks, including lifting and carrying cake boxes and packaging materials, while handling products with care and attention to detail.
Requirements Essential:
- Right to work in the UK (we are unable to provide visa sponsorship)
- Fluent English with excellent spoken and written communication skills
- Minimum 2 years' experience in hospitality, retail, customer service, or another customer-facing role
- Available to work full-time, Tuesday to Saturday
- Able to commute reliably to West Hampstead, London
- Comfortable working on your feet for most of the day and carrying out light physical tasks associated with preparing and packing customer orders
Desirable
- Experience handling customer orders, bookings, or enquiries
- Experience working in hospitality, retail, food service, or a small business environment
- Food Safety and/or Health & Safety certification
Benefits
- Salary of £25,500–£29,000 per year, depending on experience
- Company pension scheme
- 25 days paid annual leave plus bank holidays
- Paid training and development opportunities
- Staff discounts on cakes and bakery products
- Supportive and friendly team environment
- Opportunity to grow with an expanding independent bakery
Why Join Em Cakes?
At Em Cakes, you'll be joining a close-knit team where your contribution genuinely matters. You'll have the opportunity to learn about the world of luxury cakes and events, develop valuable customer service and operational skills, and play an important role in creating memorable experiences for our customers.
We're looking for someone who takes pride in their work, enjoys being part of a collaborative team, and wants to grow with a business that cares about quality, creativity, and people.
How to Apply
Please submit your CV along with a short cover letter telling us about yourself and why you'd like to join the Em Cakes team.
We look forward to hearing from you!
Pay: £25,500.00-£29,000.00 per year
Benefits:
- Company pension
- Employee discount
- Store discount
Application question(s):
- Are you able to conveniently commute to work at West Hampstead, London ?
- What is your highest level of education and in what subjects ?
Experience:
- Hospitality: 2 years (required)
Language:
- English fluently (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
