Job Description

Customer Service Specialist

Location:

London (Full-time, In Office)

Company:

Home Chocolate Factory

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Role Overview

We're looking for a warm, patient, and proactive Customer Service Specialist (Administrative) to be the friendly face and voice of Home Chocolate Factory. You'll help customers across every touchpoint -- in person at our superstore (Showroom), over the phone, and online -- making sure every experience is smooth, personal, and full of care.

You'll assist both UK and international customers with order updates, product questions, and general support, working closely with our warehouse and sales teams to ensure everything runs seamlessly.

This is a full-time, in-office role based at our London headquarters and superstore showroom.

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About Us

Home Chocolate Factory is the UK's leading supplier for professional chocolate makers -- from independent artisans to large-scale producers. For over two decades, we've combined craft and technology to supply the finest ingredients, equipment, and expertise to the people who create chocolate magic.

We're modernising how we work -- from our online store to how we connect with customers. Our team blends deep product knowledge with a love of great service -- and we're looking for someone who shares that same spirit.

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Key Responsibilities

Welcome and assist customers in our London superstore, providing friendly, knowledgeable, face-to-face service. Handle phone and email enquiries, offering order updates, delivery assistance, and product advice. Support international customers with shipping, stock, and technical queries. Liaise with warehouse, purchasing, and courier teams to resolve any delivery or order issues quickly. Keep detailed and accurate records of customer interactions in our CRM (Zoho or similar). Respond to online messages and support tickets with professionalism and empathy. Share customer feedback and insights with the wider team to continuously improve the experience.
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Skills & Experience

Excellent verbal and written communication skills with a warm, confident phone manner. Previous experience in customer service or retail (food, hospitality, or e-commerce preferred). Highly organised, calm under pressure, and comfortable multitasking. Confident using digital tools and systems (Shopify, Zoho, or similar). Fluent English speaker -- bonus if you also speak other languages. A natural people person who enjoys solving problems and brightening someone's day. Interest in chocolate, food, or creative industries is a big plus!
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Why Join

You'll be part of a growing family business that supports the makers behind the UK's best chocolate -- combining care, craft, and creativity in everything we do.

And best of all -- you'll be working for a chocolate company.

Job Type: Full-time

Pay: 24,420.00-38,391.22 per year

Application question(s):

Are you comfortable working 5 days a week at our North London HQ?
Work Location: In person