Overview
Catering Customer Service Lead Jobs in London Area, United Kingdom at Coco di Mama
Title: Catering Customer Service Lead
Company: Coco di Mama
Location: London Area, United Kingdom
About the Company
The Catering service lead supports the continued growth and operational excellence of the Coco catering business by delivering exceptional customer service, supporting operational execution and actively contributing to sales growth.
About the Role
The role acts as the primary on-the-day contact for catering customers, ensuring every order is delivered accurately, efficiently and with a high level of care and communication.
Responsibilities
- Customer Service:
- Act as the primary point of contact for all live catering orders
- Proactively monitor deliveries and communicate updates clearly to customers
- Resolve issues quickly and effectively before escalation
- Conduct post-delivery follow-ups to ensure customer satisfaction
- Build strong relationships with catering customers through professional and proactive communication
- Deliver an exceptional customer experience on every order
- Provide broader customer service support for the stores business.
- Operations:
- Support the Central Kitchen operations during peak periods
- Assist with order packing, organisation and quality control
- Coordinate closely with courier partners to ensure smooth delivery execution
- Ensure all catering orders leave the kitchen to the highest operational standards
- Provide operational support and cover for the Central Kitchen Manager when required (Catering only)
- Maintain strong organisation and attention to detail within a fast-paced environment
- Business Development:
- Source and generate new corporate catering leads
- Support the growth of existing catering accounts through proactive communication
- Identify opportunities to upsell and increase average order value
- Reactivate lapsed customers and encourage repeat business
- Support the continued growth of Coco Caters through lead generation and relationship management
Qualifications
Skills & Behaviours
- Customer focused – always puts the customer experience first
- Organised – able to prioritise effectively and remain calm under pressure
- Proactive – identifies issues and opportunities before being asked
- Clear communicator – confident communicating with customers, couriers and operational teams
- Positive attitude – brings energy and professionalism to the role every day
- Attention to detail – understands the importance of accuracy and presentation
- Commercial awareness – understands the impact of retention, upselling and customer relationships
- Team player – supports colleagues and contributes positively to the wider operation
- Resilient – comfortable operating within a fast-paced and demanding environment
- Accountable – takes ownership and follows through on responsibilities
