Customer Experience Manager

We have been passionate about people enjoying great-tasting and 100% traceable speciality coffee ever since we started roasting in the basement of our first restaurant fifteen years ago. Today, we’re a B Corp certified roaster, supplying coffee fresh from the Loring Peregrine S70 at our North London roastery to a range of growing customers, including our nine restaurants and Brew Bars.

The Role

Exceptional hospitality is embedded throughout all Caravan experiences with a focus on food, drink and people. We’re looking for a Customer Experience Superstar to own all roastery customer support needs, ensuring we’re delivering best-in-class customer communication, coffee tech support and seamless order-to-invoice management for all D2C and B2B customers. They will be a positive communicator and problem solver, going above and beyond for our customers.

ResponsibilitiesGeneral Customer Service

• Inbound comms: responding to all D2C and B2B enquiries via email or phone, using a friendly Caravan tone of voice
• Complaint management: judging severity, resolving with stakeholders and escalating quality issues quickly.
• Customer support automation: improving efficiency by testing new systems and AI tools.

B2B Order-to-Invoice Management

• Ordering: processing and managing orders via Unleashed and EDI integration.
• Invoicing: issuing invoices/credits via Xero, allocating payments, uploading to customer portals.
• Aged debt: supporting Finance team to chase overdue payments.
• Customer onboarding: setting up new accounts, price lists, training, first order and equipment needs.
• Special activity management: aligning volumes with customers and planning with wider operations team.
• Emergency deliveries: arranging where customers risk supply gaps in site.

Tech and Machinery Support

• Inbound tech queries: first port of call for technical queries, supporting with initial troubleshooting for customer issues with espresso machines and grinders.
• Job scheduling: confirming emergency callouts (within two hours), owning PPM calendar and scheduling jobs from supplier pool.
• Job completion: tracking job completions, gathering feedback and issuing invoices.
• Free-on-loan machinery: managing live agreements, asset lists, installs and decommissioning.
• Machinery financing: supporting customers with setting up suitable financing for high value assets.
• Tech provider management: overseeing relationships with tech providers, tracking SLA performance and tendering for new requirements.

Roastery Team Support

• Helping to organise culture events and townhalls.
• Ordering weekly office supplies (fruit, stationery, cleaning).
• Maintaining team birthday calendar and arranging treats.

The Person

• Proven experience in customer service or account management, ideally within FMCG or speciality coffee.
• Solution focussed problem solver and able to stay calm whilst spinning many plates at once.
• Excellent written and verbal communication skills.
• Strong attention to detail with accuracy in order processing and customer communication.
• Comfortable working with digital tools and systems (e.g. Unleashed, Xero, EDI platforms, Monday CRM).
• Confident building strong relationships at all levels with team members, external partners and customers.
• Interest in speciality coffee and willingness to develop product & machinery knowledge.
• Able to work from our Islington roastery Monday to Friday (flexible working needs can be discussed).

To say thank you for choosing us, we also offer our teams:

• 50% off all food in our Brew Bars
• Dining discount when visiting our restaurants
• All of the coffee you can drink on site
• Weekly roastery team lunch
• Weekly allowance of coffee for home 
• Bike to work scheme
• Mental health and well-being support
• Financial health education and support
• Leadership training and development
• Birthday & anniversary treat: on your birthday and work anniversary, you'll receive a Caravan voucher to spend in any of our restaurants
• Development and career progression: 80% of our management roles are filled internally

Sustainability

We expect our teams to support environmental stewardship targets and efficiency goals by following departmental environmental policies and monitoring own usage of vital resources such as energy, disposable goods, and food waste, to name a few.

Diversity & Inclusion

All our teams must respect individual differences with regards to identity, national and cultural background, and level of experience in all interactions while at work, including with members of the public.