Customer Service Manager

Borough Kitchen is the UK’s leading premium retailer for people who love to cook and entertain. We provide quality-tested products for the kitchen and table, alongside in-depth knowledge, advice and inspiration through our stores, online shop, and cook school. Borough Kitchen has five stores across London and a significant e-commerce presence. We search within the UK and around the world for the best products; each piece is meticulously chosen and tested based on function, quality, and durability. Our commitment has won us a unique, trusted position in the industry and strong partnerships with premium brands. We put a lot of care into the work we do, and are seeking candidates who share our passion for cooking, entertaining, and providing the best experience for customers.

We are looking for a Customer Service Manager to shape and strengthen our online customer service function.

This is a hands-on role requiring sound judgement, commercial awareness, and a genuine passion for thoughtful, high-quality customer experience. You will work closely with a dedicated team, refine how the function operates, and ensure our service reflects the quality, care, and product knowledge that define Borough Kitchen.

We are proud of our excellent Trustpilot rating, and this role will be central to maintaining and strengthening that standard.

You will also play an important role in advancing how we use AI within customer service, introducing practical tools that improve responsiveness, efficiency, and internal ways of working.

Key Responsibilities

• Set clear standards for the team, providing direction, support, and accountability
• Develop team capability through coaching, feedback, and performance management
• Improve systems and processes to ensure consistency, efficiency, and quality
• Maintain an exceptional customer experience, including:
• Handling queries across phone, email, live chat, and occasionally in-store
• Providing clear, knowledgeable, and thoughtful product advice
• Resolving issues with care, efficiency, and sound judgement
• Advance the use of AI within customer service, including:
• Identifying opportunities to improve speed, consistency, and quality
• Embedding tools into day-to-day workflows
• Supporting team adoption and refining approach over time
• Support revenue growth through strong customer relationships and repeat business
• Develop and grow trade relationships, including outreach to new and lapsed customers, converting these into long-term, high-value accounts
• Oversee key customer journeys, including returns and wedding registry
• Use data and analytics to understand performance and customer trends
• Stay informed on industry standards and continuously raise the bar

Requirements

• Strong leadership skills, with the ability to bring clarity and structure to a small team
• Excellent written and verbal communication
• Sound judgement and a calm, solutions-focused approach
• Demonstrable experience in retail or eCommerce customer service, with exposure to sales and customer development, wedding registry experience helpful 
• Commercial awareness and confidence in building long-term customer relationships
• Strong technical capability, with demonstrable experience using customer service and eCommerce platforms (e.g. Shopify, Netsuite, Gorgias)
• Interest in AI, automation, or smarter ways of working, with the confidence to help put these into practice
• A genuine enthusiasm for cooking, entertaining, and quality products for the kitchen and table

Additional Information

This role requires occasional weekend and Bank Holiday working. Annual leave is restricted during November and December, our peak trading period.

This is a hybrid role with 4 days a week in the Islington office and 1 day a week working from home.

Benefits

• Industry-leading discounts across our portfolio of trusted, high-quality brands
• Complimentary Cook School classes
• Longevity holiday benefit
• Option to purchase additional annual leave
• Free access to our comprehensive Employee Assistance Programme (EAP) providing 24/7 confidential advice to support your wellbeing and provide expert guidance and resources whenever you or your family need it.

We are a proud London Living Wage employer. This accreditation reflects our commitment to supporting our team not just as employees, but as valued experts in cooking and dining.

Borough Kitchen is an equal opportunities employer. We are committed to treating all our employees fairly, regardless of gender, race, sexual orientation, marital status, religion, nationality, ethnicity, age, or physical abilities. We value and respect every team member, whether you're part-time or on a fixed-term contract.