Customer Experience Executive

Location: London | Food-to-Go Industry

Who We Are

Simply Lunch is a rapidly growing, private family-owned food-to-go manufacturer based in London. Our commitment to delicious food and our local communities has been central to our South London business since it was founded in 1979.

Today, we are as committed as ever to creating high-quality handcrafted products that improve lives and protect our beautiful planet. All our food is handmade at our South London facility with the same care, passion and attention to detail that has defined us since day one.

Our talented team is at the heart of our success, combining expertise, innovation and enthusiasm to deliver exceptional products and service to our customers.

The Role

As a Customer Experience Executive, you will be the voice of Simply Lunch, ensuring every customer interaction is professional, positive and solutions-focused.

You will play a key role in strengthening customer relationships, managing enquiries and resolving issues while working closely with teams across Operations, Product Development and Sales. This is a proactive role where anticipating customer needs is just as important as responding to them.

If you're passionate about delivering exceptional service, building strong relationships and making a real difference to the customer journey, we'd love to hear from you.

Key Responsibilities

• Deliver outstanding customer service across multiple channels with professionalism and empathy.
• Build and maintain strong relationships with customer accounts, ensuring high levels of satisfaction.
• Take ownership of customer enquiries and resolve issues efficiently and effectively.
• Proactively communicate with customers regarding service updates, order delays and potential issues before they arise.
• Investigate and manage customer complaints, ensuring timely resolutions and clear communication throughout.
• Collaborate with cross-functional teams to identify and implement solutions.
• Identify opportunities to improve customer journeys, processes and systems.
• Support and guide colleagues, helping to foster a culture of learning and continuous improvement.
• Maintain accurate customer records and documentation within CRM systems.
• Act as a customer advocate, ensuring customer feedback is shared across the business.

What We're Looking For Experience & Qualifications

• Previous experience in a customer service, customer success or account management role.
• Experience within a B2B environment would be advantageous.
• Experience using CRM systems and customer management platforms.
• Proven ability to manage multiple priorities in a fast-paced environment.

Key Skills

• Excellent written and verbal communication skills.
• Strong relationship-building and stakeholder management abilities.
• Customer-focused with a warm, professional and empathetic approach.
• Excellent organisational and time management skills.
• Strong problem-solving and decision-making capabilities.
• Ability to remain calm and effective under pressure.
• A proactive mindset with the ability to anticipate customer needs.
• Collaborative approach and willingness to work across departments.
• Resilience, adaptability and attention to detail.
• Passion for delivering exceptional customer experiences.

What You'll Get in Return

At Simply Lunch, we believe our people are at the heart of our success. We're committed to creating an environment where you can thrive, grow and genuinely enjoy coming to work.

Great Perks & Culture

• Free lunch and beverages every day.
• Regular social events including summer and Christmas parties, BBQs, pizza days, sweet treats and ice cream van visits.
• Access to thousands of retail and service discounts through our Salary Extras platform.

Career Development & Growth

• Ongoing training and development opportunities.
• Sponsored professional development.
• A genuine commitment to supporting career progression.

Financial & Lifestyle Benefits

• Pension scheme.
• Cash plan and financial wellbeing support.
• Discounted car repairs and MOTs.

Health & Wellbeing

• Gym scheme.
• Cycle to Work scheme.
• Access to Mental Health Champions.
• Wellbeing and support services.

Time & Giving Back

• 30 days annual leave.
• One paid charity day each year to support a cause you care about.
• Long service awards recognising your commitment and contribution.

Why Join Us?

At Simply Lunch, we're proud of our values:

• People First - We care deeply about our colleagues and customers.
• Customer Obsessed - We go the extra mile to deliver outstanding service.
• Stronger Together - We achieve more through collaboration.
• Accountable & Excellent - We take ownership and deliver on our promises.
• We Do the Right Thing - For our people, our communities and our planet.

This is more than just a customer service role. It's an opportunity to become part of a growing business where your contribution matters, your ideas are valued and your development is supported.

Diversity and Inclusion

Like many organisations, we are taking a renewed focus on what diversity and inclusion means to us. We are committed to creating a workplace where everyone feels valued, respected and able to thrive, particularly those who have been historically underrepresented.

If you do not see yourself represented within our sector or this profession because of any aspect of your identity, we would especially encourage you to apply.

Ready to make a difference? Apply today and help us improve lives through delicious food.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Gym membership

Work Location: In person