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Head of Customer Experience
Title: Head of Customer Experience
Category: Food & Beverage
Job type: Permanent
Job status: Full Time
Salary: £40,000.00 - £55,000.00
Salary per: annum
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At City Pantry we’re changing the way people work together. We believe that good food makes a great company and that sharing a meal creates an environment where better communication, productivity and health are nourished. It’s a tough challenge. And we need people like you.

After four years, we are delivering thousands of meals every day across London to some of the world’s most iconic brands – Google, Facebook, Spotify and Buzzfeed, among many others. We’re working with a world of kitchens, over 400 of the best independent chefs, street vendors, specialist caterers, restaurants and supper clubs in London.

We are currently a team of 70, with offices based in London Bridge. As we solidify our position as Europe’s largest B2B food delivery platform and continue to expand geographically, we are looking for someone to help us scale a world class customer experience/customer service department.

The Role

As the Head of Customer Experience, you will be responsible for defining and delivering the vision for City Pantry’s customer experience based on our strategy, market positioning and values. Our customer service team currently operates across phone, email, chat and text.

You will be responsible for defining the strategy and the initiatives that will be required to deliver this customer experience. You will deliver a robust short, mid and long-term roadmap for the company with clear priorities, metrics and deliverables, to arrive at a transformational and differentiating customer experience. This will also include building out a customer service team that can efficiently and scalably support a fast growing business that plans to expand beyond London and grow in scope, beyond merely responding to customer inquiries and issues.

More specifically, you will work closely with the Head of Customer Service to:

Develop a high performing and highly efficient customer service team. You will be expected to share best practices around:Hiring, training, motivating and retaining a world class team that embodies the City Pantry spirit and values. Identifying operational efficiencies that would allow us to hit all of our internal SLAs, lead and lag measures. Optimizing the use of technology and telephony platforms e.g. text, chat, email to maximize team efficiency and scalability, while providing the best possible experience for our customers. Provide team leadership:Motivating, inspiring and developing the broader Customer Service team, taking a hands on role as required. Creating the right team management structures, policies and procedures. Create collaborative, yet constructive/challenging relationships with the other team leads and third parties. Scope and prioritise all necessary initiatives - internal, cross functional or external - to take City Pantry’s customer experience to the next level. This would include the building of any business cases to support the case for changes to policies, processes or required investments. Work with the company leadership team and other team leads to explore:How the Customer Service team can support the other areas of the business when it comes to increasing overall business efficiency and scalability. How to improve the Customer Experience across all customer touchpoints You will report to the COO. Reporting to you will be the Head of Customer Service, and indirectly, a team of customer service agents.


We do what we say we will. And here is what we’ll need from you:

A minimum of 6-8 years experience in the customer service space (Call Center environment), with at least 3 years in a management capacity. Experience of having led and scaled a customer facing team in a fast growing company, ideally one that operates across email, chat, text and phone channels. Have implemented and/or optimised customer-related technologies and telephony systems in previous companies, e.g. Zendesk, CRM systems, etc. Strong leadership skills, with the gravitas to define and champion the customer experience, challenging other leaders in the business where necessary. The analytical rigor and problem solving skills required to build business cases and analyse and report on outcomes in a data-driven company. Benefits

Here’s what you can expect from us. We practice what we preach and eat together three days a week – of course – but there’s a lot more besides:

Competitive Salary Unlimited holiday Flexible working hours £2000 annual education allowance for you to spend on learning and development Regular and diverse social activities such as yoga, “gin & learn” sessions, five-a-side, and Wellness Wednesdays, etc.
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