Customer Experience Advisor

• Act as the first point of contact for Ecommerce and Wholesale customers across phone, email and live chat channels
• Deliver friendly, professional and solution-focused support that reflects Origin’s values and tone of voice
• Provide tailored advice and product recommendations to guide customer decision-making
• Confidently handle inbound calls, taking ownership of conversations, resolving queries in real time and de-escalating situations where needed
• Accurately process orders and manage fulfilment workflows using tools such as Unleashed and Gorgias
• Maintain clear, timely communication with customers on delivery timelines, delays or issues
• Uphold a high standard of data accuracy and record-keeping
• Respond to challenges and complaints with empathy, clarity and a solutions-focused mindset
• Collaborate with internal teams to resolve issues quickly and effectively
• Ensure every customer, whether new or long-standing, feels heard and supported
• Work across both our sites in Porthleven and Penhallow, assisting Operations and Dispatch teams on the ground with emergency orders, returns and packaging errors
• Work closely with production, dispatch, marketing and account management teams to ensure smooth service delivery
• Support wider team initiatives such as sample distribution, events and promotional activity
• Flex across departments when workload or priorities shift, maintaining resilience and a positive outlook
• Identify opportunities to improve customer experience and streamline internal processes
• Share feedback and insights with the wider team to inform service developments

• Previous experience in a customer service role, ideally in hospitality, a wholesale/B2B or ecommerce setting
• A hospitality background is highly desirable
• Strong organisation and time management skills
• Confident using CRM and inventory systems such as HubSpot, Gorgias and Unleashed. Training on these will be provided
• Excellent written and verbal communication
• A passion for speciality coffee is a bonus, but not essential

A passion for speciality coffee

• 26 days’ holiday, including your birthday off, plus flexible bank holidays
• Unlimited coffee and discounts on merchandise and partner products
• B Corp certified and proudly independent
• People-first culture with meaningful, values-led work
• SCA training and learning opportunities for everyone
• Enhanced family leave, sick pay, period leave, and personal days
• 5% employer pension contribution
• 24/7 Employee Assistance Programme and GP service
• Two paid volunteering days each year