Customer Experience Manager Job at Allpress Espresso (London)

Customer Experience Manager

Allpress Espresso

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

34000.00 - 35000.00 GBP / Year

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Job Description:

Customer relationships are central to our offering at Allpress. In this role, you'll play a critical part in delivering our industry leading coffee offering and wholesale support, and how our customers experience our brand every day. As a leader at Allpress, you will take ownership of our Customer Experience team, providing strong, supportive leadership while continuously improving the systems, processes, and standards that underpin exceptional service. You will coach, mentor, and develop your team, embedding best practice and creating a culture of accountability, care, and excellence. You’ll ensure workflows are efficient, customer issues are resolved quickly and professionally, and that our customer service is consistent, proactive, and industry leading. Day to day activities of this role include processing all customer orders to meet delivery expectations, answering incoming phone inquiries, problem solving and managing the multiple inboxes. You will also support our finance team with credit control and invoice management. This role is ideal for someone who loves coffee, thrives in a fast-paced environment, enjoys problem solving and bringing leadership to customer-focused operations.

Job Responsibility:

Lead, motivate, and develop the Customer Experience team to deliver consistently excellent service
Own and improve customer service systems, processes, and workflows to ensure efficiency and accuracy
Act as the primary escalation point for complex customer issues, resolving them with professionalism and care
Build strong, long-term relationships with wholesale customers through expert advice and support
Oversee order processing, inbox and phone management, and service standards
Work closely with internal teams, including Finance, to support credit control and invoice management
Identify opportunities for continuous improvement across customer experience and team performance

Requirements:

Proven experience leading or supervising a team in a customer-focused environment
Strong background in customer service, hospitality, retail, or similar service-led industries
Highly organised, with a natural ability to create structure, prioritise, and multitask
Confident working with systems, processes, and operational detail
Excellent communication skills and a people-first leadership style
Calm, resilient, and solutions-focused under pressure
High attention to detail and a strong sense of ownership

Nice to have:

An understanding of with credit control or finance processes is beneficial but not essential

What we offer:

Full role-specific training
An employee Assistance Programme supporting your mental health
Good work-life balance
33 days annual leave
Enhanced parental leave
Gender affirmation leave
Vast career development opportunities
A transparent and friendly company culture

Additional Information:

Job Posted:
January 16, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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