Job Description

Job Overview

We are seeking a dedicated and customer-focused

Customer Service Representative

to join our cake shop team. The ideal candidate will have strong communication skills, a proactive attitude, and the ability to work independently while maintaining high service standards. Experience working in a cake shop, front-of-house environment, or handling fresh cream cakes is

advantageous but not mandatory

. Customer service experience is

essential

.

Fluency in

good English

is required. Knowledge of

Hindi or Urdu

is an optional advantage.

All new starters must hold at least a

Basic Health & Food Handling Certificate

(Level 1 or Level 2), or be willing to obtain one before starting.

Responsibilities

Respond promptly and professionally to customer enquiries via phone, email, or in person. Assist customers with product information, order processing, custom cake requests, and resolving issues or complaints. Upsell relevant products or services to enhance customer satisfaction and maximise sales opportunities. Maintain accurate records of customer interactions and orders within the organisation's systems. Keep the shop front

clean, tidy, organised, and compliant

with hygiene and safety standards. Demonstrate excellent communication skills and professional phone etiquette at all times. Organise and prioritise daily tasks effectively to meet service expectations. Coordinate with

other branches

and

kitchen staff

to ensure smooth, timely, and accurate order execution and deliveries. Work collaboratively with the team while also being capable of managing tasks independently. Support overall shop operations, including basic front-of-house duties as required.

Requirements

Fluency in English

is essential; proficiency in

Hindi or Urdu

is an advantageous bonus. Strong verbal and written communication skills with excellent phone etiquette. Proven customer service experience, ideally within retail, hospitality, or a cake shop environment. Ability to coordinate effectively with other branches and kitchen staff to ensure smooth order execution and deliveries. Basic understanding of hygiene, food safety, and willingness to obtain a

Basic Health & Food Handling Certificate

if not already held. Organised with excellent time-management skills and the ability to prioritise multiple tasks independently. Basic maths skills for accurate transaction handling. Reliable, hardworking, and able to maintain a clean and tidy shop-front area. Ability to work as part of a team while also managing tasks on your own initiative. Upselling or sales experience is beneficial but not mandatory. Knowledge or experience handling fresh cream cakes is an advantage, not a requirement. Must hold

appropriate work permits/right to work

in the UK.
Job Types: Full-time, Part-time, Zero hours contract

Pay: 7.55-12.50 per hour

Expected hours: No less than 20 per week

Benefits:

Store discount
Work Location: In person