Customer Experience Executive

Want in? Send your CV and a short cover letter to hiring+cee@galeta.co.uk and tell us why this role and why now. We care far more about how you think than how polished your application isWE DEAL IN DOUGHGaleta started on a market stall in 2011 with some seriously good cookies. Fifteen years on we bake for over 1,500 cafés, restaurants, hotels and food businesses across the UK, from our bakery in Hayes and our head office in Farringdon. Everything handmade, natural ingredients, delivered fresh, most of it overnight. Ten Great Taste Awards and counting.Our customers open early and they rely on us to be there when it matters. When they pick up the phone, you are Galeta. That is the job.WHAT YOU WILL ACTUALLY BE DOINGYou are the first person our customers reach, on the phone, by email and on live chat. Orders, product questions, delivery updates, credits, complaints. Some of it is routine. Some of it is a café owner at seven in the morning whose delivery has not turned up, and you are the one who gets it sorted and keeps them calm while you do.You will be working alongside the people who bake it and the people who drive it. When something goes wrong, you fix it fast, tell the customer what is happening, and make sure it does not happen again. That means being straight with the bakery and the drivers as well as with customers.You will report to the Head of Customer Experience in a small, direct team where you will see the effect of your work every single day.THE HOURS , STRAIGHT UPWe are open to customers seven days a week, six in the morning to six at night. You will work five days out of seven, so there will be a rotating pattern of weekends and early starts. If early mornings or weekends are not going to work for you, better to say so now.This is an office role in Farringdon. Not hybrid, not remote.DAY TO DAYAnswer customer enquiries by phone, email and live chat, and own them until they are properly resolvedTake and amend orders accurately, and chase them through when something looks offHandle delivery problems, shortages and complaints, and issue credits where they are dueKeep customers in the loop rather than waiting for them to chaseWork with production, dispatch and drivers to fix problems at sourceKeep customer records and systems accurateSpot the things that keep going wrong and flag them so they get fixed for goodYOUYou have worked in customer service somewhere busy, with real customers and real problemsYou are good on the phone. Clear, warm and unflustered, including with people who are annoyedYou write well and quickly, without waffleYou are organised and accurate, and you notice when a detail is offYou stay calm when several things are happening at onceYou are comfortable telling a colleague something has gone wrong, and doing it in a way that gets it fixedYou can do the hours above, including the early shift and weekendsExperience in food, hospitality or delivery is useful but not essential. Attitude and judgement matter more.WHAT YOU GETUp to £35,000 for the right candidateA proper route into account management or team leadership as we grow, and we are growing fastA small team where your work is visible and your ideas get heardBread, cakes and pastries. More than you will want. Enjoy irresponsiblyTWO QUESTIONS TO GET YOU STARTEDWe will ask you these at interview, so have a think.What makes a good customer experience?What do you do when you are asked something you do not know the answer to?