Customer Service & Operations Support

About Us

Volcano Coffee Works & Assembly Coffee are two of London’s leading small batch coffee roasters.

Volcano Coffee Works - predominately a wholesale business, supplying some of London’s top restaurants and cafes. We believe in environmentally sustainable and ethically traded coffee, and work with partners all over the world who actively engage community-based improvements. Our ethical trading principles ensure that our successes benefit the entire supply chain and beyond, from direct initiatives at origin to local communities here in the UK. We believe that coffee is a force for good.

Assembly Coffee - we acknowledge and value the diversity of experiences, knowledge and individual strengths of our peers in the industry. With a shared vision for creating forward thinking approaches to independent coffee, Assembly is a collective where each individual’s insight grows the whole.

Our values

We are coffee enthusiasts, with a passion for all things coffee, our people and our clients. Our core values underpin not only who we are but also the way that we operate:

Be straight up Be honest in our interactions and stand for what we believe. Be invested Own the final result not just your inputs and invest rather than transact in relationships. Be fair and fearless Award opportunity based on merit and seize, seek and create opportunity.

Role overview

Assembly Coffee and Volcano Coffee Works are looking for a dynamic, personable individual with a can-do attitude to join our team as our Customer and Operations Support. You will provide day-to-day customer support to our clients and customers for both our brands. To excel in this role, you will need excellent communication and relationship skills – you will be the voice of both brands so this a key skill. You will also be comfortable operating under pressure and be able to readily find solutions to challenges and have a drive for continuous improvement. You’ll love to learn and value working in a team that loves what they do. You do not need experience in coffee but need to enjoy coffee and have an interest in specialty coffee. The role will be a big part of operations running smoothly so it will be a office based job in our Brixton and West Norwood locations.

Responsibilities

• Providing world class customer support across all channels such as live chat, email and phone.
• Processing orders for our wholesale clients through our stock management system Unleashed.
• Utilise our softwares to guide customers through issues and queries.
• Communicate with dispatch/warehouse team on any order related queries and issues daily.
• Approve invoices, send them to customers and assist with invoice related queries.
• Managing and assisting with financial tasks.
• Chasing debt.
• Manage and process 3PL orders and communicate changes and issues with stakeholders.
• Assist in ad-hoc admin tasks as needed.

Who you are

• Have strong written and verbal communication skills and must be fluent in English.
• Experience in a customer facing role or in a management position in a hospitality role.
• Familiar with a customer service platform like Zendesk/Gorgias and knowledge in systems like Unleashed, Shopify, Xero and Microsoft.
• Be a self-starter who can work independently with meticulous detail.

What we offer

• 22 days annual leave excluding bank holidays.
• A suite of benefits including additional days off, reduced working hours in the summer months and wellness allowance.
• Daily complimentary staff breakfast and all the coffee you can drink while in the office.
• Cycle to work scheme.

Looking forward to hear from you!