•      Remote •      UK-based •      £27,000–£30,000 •      Full-time (37.5hrs/week) •      9am – 5pm Monday to Friday or Sunday to Thursday  This is a hands-on role for someone who loves solving problems and being nice to customers. You’ll be helping Sous Chef customers when something matters to them: a birthday gift has gone missing, a special ingredient hasn’t arrived in time, a pan has been damaged in transit, or they need help finding exactly the right product. You’ll answer queries across email, phone and social channels, resolve order and delivery issues, handle returns and exceptions, and make sure customers feel looked after even when something has gone wrong. But this role is more than customer service. We’re looking for someone who enjoys the operational side too: keeping accurate records, spotting patterns, improving standard responses, fixing recurring problems, and helping make our customer experience better every week. It’s a role for someone who is calm, thoughtful, organised and reliable — someone who likes getting through the queue, but also asks “why did this happen?” and “how could we prevent it next time?” For the right person, there is scope to grow into a more senior customer operations role over time. About Sous Chef At Sous Chef, we exist to make every day an adventure in cooking. Since 2012, we’ve been sourcing exceptional ingredients, cookware, tableware and gifts from around the world — inspiring both home cooks and professional chefs. As an independent family-run company, we’ve built a reputation for uncommonly good taste, brilliant products and outstanding customer experience. Our customers care deeply about food, and we care deeply about helping them cook, discover and enjoy it. We’re now looking for a Customer Service Executive to join our customer service team and help us deliver warm, accurate, commercially sensible support as we continue to grow. What you’ll be doing You’ll be part of the team responsible for making sure customers get clear, helpful and timely support. Your work will include: •        Handling customer queries by email, phone and social channels •        Resolving damaged, incorrect, delayed or missing orders •        Helping customers with returns, refunds, replacements and order amendments •        Monitoring delivery exceptions and working with carriers to locate parcels or resolve problems •        Handling stock-outs and substitutions with care and good judgement •        Taking telephone orders and helping customers choose the right products •        Supporting special orders, including quotes, proformas, volume discounts and non-stocked items •        Responding to external reviews and feedback in a thoughtful, brand-appropriate way •        Keeping accurate records of refunds, damages, returns, warehouse issues and carrier claims •        Escalating product issues clearly to the right internal teams •        Improving FAQs, standard responses and customer-facing help content •        Spotting recurring customer problems and working with colleagues to reduce them During our peak season, you’ll also help keep standards high when volumes rise sharply and customers need fast, calm, practical support.   What you’ll bring We’re not looking for a script-reader. We’re looking for someone with judgement. You’ll probably have experience in ecommerce customer service, customer operations, premium retail, hospitality, food retail, reservations, guest relations or another customer-facing operational role. Most importantly, you’ll bring: •      Excellent written English — warm, clear, accurate and concise •      Strong customer judgement — empathetic without over-promising •      Calmness under pressure •      High attention to detail •      Reliability and follow-through •      Comfort working through queues and repetitive tasks without losing care or accuracy •      Good systems confidence — you’ll be using tools such as Gorgias, Shopify and phone systems •      A practical, problem-solving mindset •      A genuine interest in food, cooking, ingredients or cookware •      An appetite to build a longer-term career in customer service / customer operations You don’t need to be a chef. You don’t need to know every ingredient we sell. But you do need to be curious, helpful and willing to learn. This role could be a great fit if… •  You enjoy helping customers, but you also like making processes work better •     You get satisfaction from clearing a queue properly •      You can stay kind and professional when a customer is frustrated •      You notice when the same problem keeps happening and want to fix the root cause •      You write naturally and clearly •      You like being trusted to get on with things •      You want a role where customer service is a real craft It may not be the right fit if… •      You mainly want to move into buying, marketing, food writing or recipe development •      You dislike repetitive admin or detailed record-keeping •      You want a role that is mostly creative or strategic from day one •      You find it hard to stay calm when customers are upset •      You prefer directing work to doing the work This is a practical, hands-on customer operations role. There is room to grow, but the starting point is doing the basics brilliantly every day. Working pattern and location This is a remote-first UK role. Most of our customer service team works remotely, and we’re set up to work well that way. We have an office in North London and welcome candidates who would like to work from there regularly, but this is not essential. We may ask you to travel occasionally for training, team days, peak-season planning or company meetings. Why join Sous Chef? •      Join one of the UK’s most loved specialist cooking brands •      Work with genuinely interesting products and customers who care about food •      Be part of a small, thoughtful, growing business where good ideas can become reality quickly •      Help shape how customer service works as we grow •      Remote-first working, with occasional in-person time when useful •      Generous staff discount •      Supportive team, ambitious plans and a business with real personality

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