Customer Experience Manager

London, London Sainsbury's

Posted 3 days ago

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Job Description

Leading in our stores:
Our management teams dont just run stores - theyre the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, theyre hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.
What youll be doing:
Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
Managing operations in our petrol station (If your shop has one)
People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.
What makes a great customer experience manager:
Previous line management responsibilities in a fast-paced, operational environment.
Someone who is truly obsessed with customers and service, and coaches a team to do the same.
Delivers KPI's or other performance indicators.
Can manage disciplinaries, performance issues or other similar employee relations issues.
Leads operations and comfortable doing this alone in the absence of more senior management.
Essential Criteria:
A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.
Experience leading teams in a dynamic, customer-facing environment youve inspired others, driven high performance, and created a culture where colleagues thrive.
Leadership experience in a high-volume, fast-paced operational setting whether in retail, food service, or hospitality where youve overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.
Proven success in delivering against a wide range of KPIs from sales and stock availability to customer satisfaction and colleague engagement, youve made a measurable difference.
Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.
Working for us has great rewards
Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:
Discount card 10% discount off on your shopping at Sainsburys, Argos, Tu and Habitat after fourweeks. This increases to 15% discount off at Sainsburys every Friday and Saturday and 15% off at Argos every pay day.
An annual bonus scheme based on our, and your, performance.
Free food and hot drinks provided for Colleagues in all our stores.
Generous holiday entitlement, maternity and paternity leave.
Pension well match 4-7.5% of your pension contributions.
Sainsburys share scheme build up an investment at discounted rates.
Wellbeing support access to emotional support, counselling, legal and financial advice.
Colleague networks link with like-minded people to help fulfil your potential.
Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
Special offers on gym memberships, restaurants, holidays, retail vouchers and more.
An inclusive place to work and shop:
We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.
To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a lookhere.
Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.
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Customer Experience Manager

WC1A 0 London, London £50000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client, a forward-thinking organisation dedicated to exceptional service delivery, is seeking an experienced and passionate Customer Experience Manager to elevate customer interactions at their hub in London, England, UK . This role is pivotal in shaping and enhancing the overall customer journey, from initial contact through to post-service engagement. You will be responsible for developing and implementing strategies that improve customer satisfaction, loyalty, and retention. The ideal candidate will possess a deep understanding of customer behaviour, data analysis, and best practices in customer service management.

You will lead a team of customer service professionals, providing guidance, training, and performance management to ensure consistent delivery of high-quality support. Responsibilities include analyzing customer feedback, identifying pain points, and proactively implementing solutions to enhance the customer experience. This role involves a hybrid working arrangement, allowing for strategic planning and team leadership at our central London office, combined with the flexibility of remote work. You will be instrumental in defining customer service standards, developing self-service options, and leveraging technology to create seamless and positive interactions across all touchpoints. A strong analytical mindset, excellent communication skills, and a passion for putting the customer first are essential. The successful candidate will collaborate closely with marketing, sales, and product development teams to ensure a cohesive customer-centric approach throughout the organization.

Key Responsibilities:
  • Develop and implement a comprehensive customer experience strategy to improve satisfaction and loyalty.
  • Lead, mentor, and manage the customer service team, fostering a positive and high-performance culture.
  • Analyze customer feedback, survey data, and service metrics to identify areas for improvement.
  • Design and optimize customer service processes and workflows to enhance efficiency and effectiveness.
  • Develop and implement training programs for customer service representatives.
  • Manage the customer service technology stack, including CRM and helpdesk software.
  • Act as an escalation point for complex customer issues, resolving them promptly and effectively.
  • Collaborate with other departments to ensure a consistent and integrated customer experience.
  • Champion customer-centric initiatives throughout the organization.
  • Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and service quality.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum of 5 years of experience in customer service management or customer experience roles.
  • Proven track record of developing and implementing successful customer experience strategies.
  • Strong understanding of customer service principles, methodologies, and best practices.
  • Experience with CRM systems (e.g., Salesforce, Zendesk) and customer feedback tools.
  • Excellent leadership, communication, problem-solving, and interpersonal skills.
  • Ability to analyze data and translate insights into actionable improvements.
  • Experience managing and developing teams.
  • Familiarity with omni-channel customer service approaches.
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Customer Experience Manager

SW1A 0AA London, London £50000 Annually WhatJobs

Posted 20 days ago

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Job Description

full-time
Our client is seeking an experienced and strategic Customer Experience Manager to elevate their customer service operations in London, England, UK . This role is responsible for defining and implementing strategies that enhance customer satisfaction, loyalty, and advocacy across all touchpoints. You will lead a team of customer service professionals, analyze customer feedback, and identify opportunities for improvement in processes, products, and services. The ideal candidate will possess a strong understanding of customer journey mapping, UX principles, and data analysis to drive actionable insights. This hybrid position requires a collaborative approach, blending on-site strategic planning with remote team engagement and operational oversight.

Key Responsibilities:
  • Develop and execute a comprehensive customer experience strategy aligned with business goals.
  • Oversee the day-to-day operations of the customer service team, ensuring high levels of service delivery.
  • Analyze customer feedback, survey data, and support metrics to identify trends and areas for improvement.
  • Design and implement initiatives to improve customer satisfaction, retention, and lifetime value.
  • Collaborate with cross-functional teams (Product, Marketing, Sales) to champion the customer perspective.
  • Develop customer journey maps and identify key moments of truth.
  • Manage and mentor customer service supervisors and team leads.
  • Implement best practices in customer relationship management (CRM) and support technologies.
  • Report on key customer experience metrics and performance to senior management.
  • Drive a customer-centric culture throughout the organization.
  • Conduct root cause analysis of customer issues and implement preventative measures.
Qualifications:
  • Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
  • 5+ years of experience in customer experience, customer service management, or a related field.
  • Proven track record of developing and implementing successful customer experience strategies.
  • Strong analytical skills with the ability to interpret data and derive actionable insights.
  • Excellent leadership, communication, and interpersonal skills.
  • Experience with CRM systems and customer feedback platforms.
  • Familiarity with UX principles and customer journey mapping.
  • Ability to manage a hybrid work model effectively.
  • Experience in managing teams and driving performance.
  • Passion for customer advocacy and creating exceptional customer journeys.
This role is based in our London office, requiring regular attendance for strategic planning, team collaboration, and client engagement, with flexibility for remote work.
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Marketing & Customer Experience Assistant

Greater London, London £30000 Annually The Black Farmer

Posted 14 days ago

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Job Description

permanent

Marketing & Customer Experience Assistant – The Black Farmer

Location: Television Centre, White City, London

Salary: £30,000 – £35,000 | Some weekend and evening work required.

Ready to kickstart your career at the heart of one of Britain’s most distinctive food brands? The Black Farmer is looking for a proactive and creative Marketing & Customer Experience Assistant to join our small, dynamic team. This is a fantastic opportunity for someone eager to learn and grow, bringing our unique brand to life online and in-store.

This role is a brilliant stepping stone, offering hands-on experience in a fast-paced entrepreneurial environment. You'll play a vital role in connecting with our community, building your skills across marketing and customer relations from day one.

What You'll Be Doing

• Content & Communications: Creating and scheduling engaging content for our social media channels and help write our weekly customer newsletters.

• Digital Support: Help keep our website up-to-date with fresh content and product news and support our senior team with online marketing tasks.

• Customer Service: Be the first point of contact for our customers, managing inbound inquiries (email, phone, in-person) and ensuring every interaction is a delightful, on-brand experience.

• Event Co-ordination: Support the co-ordination of event bookings for our popular farmshops in White City and Brixton.

• Creative Input: Contribute fresh ideas and help us explore new ways to grow The Black Farmer brand.

What We're Looking For

• Experience: 1–2 years in a marketing or customer-facing role, or a recent graduate with relevant internship experience.

• Skills: Strong interest in social media, content creation, and a basic understanding of marketing principles.

• Communication: A confident, sociable communicator who is comfortable on the phone and face-to-face.

• Mindset: A can-do attitude with a passion for outstanding customer service. You're organized, creative, and keen to learn.

• Flexibility: Flexible and happy to work occasional evenings and weekends.

• AI-Curiosity: Eager to learn about and apply AI tools to boost productivity.

Why Join Us?

You'll be part of a small, entrepreneurial team where you'll get unparalleled access to senior leadership and see the direct impact of your work. Based at our flagship farmshop in the iconic Television Centre, you’ll gain broad, practical experience and mentorship that will fast-track your career.

How to Apply

Ready to start your journey with us? Please send your CV and a brief cover note outlining why you’re the perfect fit for this role

This advertiser has chosen not to accept applicants from your region.

Lead Customer Experience Manager

London, London Sainsbury's

Posted today

Job Viewed

Tap Again To Close

Job Description

Leading in our stores:
Our management teams dont just run stores - theyre the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, theyre hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.
What youll be doing:
Lead a team of managers to make sure every single one of our customers has a great experience in store everywhere from the checkouts to the petrol station.
Planningfor upcoming key trading activity and events by working closely with the rest of the store leadership team
Regularly taking full accountability for the store in the absence of a store manager,role modelling and coaching for high standards and efficiency across the store.
Running operations at our checkout areas both manned and self - scan, petrol stations (If we have one) and back of house services
People management is also big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
What makes a great Lead Customer Experience manager:
A passionate leader who is consistently ambitious for their customers and colleagues, every day, growing their team to do the same.
Experience of managing managers, in a fast-paced, customer-facing environment.
An operator who is comfortable managing alone in the absence of more senior management.
Driven to deliver high performance with a focus on efficiency and engagement.
Confident in the use of data, and understanding / interpreting KPI's or other performance indicators, and has experience of improving these.
Puts inclusivity at the heart of what they do and uses this to build an inclusive team and working environment.
Can manage disciplinaries, performance issues or other similar employee relations issues (Up to dismissal).
Working for us has great rewards
Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:
Discount card 10% discount off on your shopping at Sainsburys, Argos, Tu and Habitat after fourweeks. This increases to 15% discount off at Sainsburys every Friday and Saturday and 15% off at Argos every pay day.
An annual bonus scheme based on our, and your, performance.
Free food and hot drinks provided for Colleagues in all our stores.
Generous holiday entitlement, maternity and paternity leave.
Pension well match 4-7.5% of your pension contributions.
Sainsburys share scheme build up an investment at discounted rates.
Wellbeing support access to emotional support, counselling, legal and financial advice.
Colleague networks link with like-minded people to help fulfil your potential.
Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
Special offers on gym memberships, restaurants, holidays, retail vouchers and more.
An inclusive place to work and shop:
We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.
To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a lookhere.
Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.
This advertiser has chosen not to accept applicants from your region.

Marketing & Customer Experience Assistant

Greater London, London The Black Farmer

Posted 2 days ago

Job Viewed

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Job Description

full time

Marketing & Customer Experience Assistant – The Black Farmer

Location: Television Centre, White City, London

Salary: £30,000 – £35,000 | Some weekend and evening work required.

Ready to kickstart your career at the heart of one of Britain’s most distinctive food brands? The Black Farmer is looking for a proactive and creative Marketing & Customer Experience Assistant to join our small, dynamic team. This is a fantastic opportunity for someone eager to learn and grow, bringing our unique brand to life online and in-store.

This role is a brilliant stepping stone, offering hands-on experience in a fast-paced entrepreneurial environment. You'll play a vital role in connecting with our community, building your skills across marketing and customer relations from day one.

What You'll Be Doing

• Content & Communications: Creating and scheduling engaging content for our social media channels and help write our weekly customer newsletters.

• Digital Support: Help keep our website up-to-date with fresh content and product news and support our senior team with online marketing tasks.

• Customer Service: Be the first point of contact for our customers, managing inbound inquiries (email, phone, in-person) and ensuring every interaction is a delightful, on-brand experience.

• Event Co-ordination: Support the co-ordination of event bookings for our popular farmshops in White City and Brixton.

• Creative Input: Contribute fresh ideas and help us explore new ways to grow The Black Farmer brand.

What We're Looking For

• Experience: 1–2 years in a marketing or customer-facing role, or a recent graduate with relevant internship experience.

• Skills: Strong interest in social media, content creation, and a basic understanding of marketing principles.

• Communication: A confident, sociable communicator who is comfortable on the phone and face-to-face.

• Mindset: A can-do attitude with a passion for outstanding customer service. You're organized, creative, and keen to learn.

• Flexibility: Flexible and happy to work occasional evenings and weekends.

• AI-Curiosity: Eager to learn about and apply AI tools to boost productivity.

Why Join Us?

You'll be part of a small, entrepreneurial team where you'll get unparalleled access to senior leadership and see the direct impact of your work. Based at our flagship farmshop in the iconic Television Centre, you’ll gain broad, practical experience and mentorship that will fast-track your career.

How to Apply

Ready to start your journey with us? Please send your CV and a brief cover note outlining why you’re the perfect fit for this role

This advertiser has chosen not to accept applicants from your region.

Customer Experience Advisor -Technical

London, London Quadient

Posted today

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Job Description

**Customer Experience Advisor (Hybrid)**
We are recruiting for our next Customer Experience Advisor. Our Customers are extremely important to us, and we currently have a customer satisfaction rate of 97%. We pride ourselves on what we do. We connect with our customers and do more for them than they would expect.
Opportunity is offered hybrid at our Stratford, London office (2 days/week in office, 3 days from home)
**Your role in our future**
+ You'll provide first level support for all customers via telephone, email and live chat.
+ You'll be supporting and resolving customer queries relating to our website, our services, customer accounts, payments and much more.
+ You'll take ownership of the resolution of the queries, liaising with other teams across Quadient to get this done.
+ We expect you to keep our CRM updated, follow up on calls and requests quickly and efficiently, ensuring issues are resolved.
**Your profile**
+ The level of care and anticipation of needs we give requires an enthusiastic nature, imagination, and genuine respect for people. We're dedicated to providing the level of customer service that attracts, maintains, and wins loyalty and recommendations. If you possess these qualities, you'll shine here!
+ You'll ideally have some customer service experience. This could be in a similar telephone based role or within retail.
+ You're excellent on the phone, personable and confident in talking to customers
+ You demonstrate creative problem-solving approach
+ You're organised, and can manage multiple, simultaneous assignments
+ You're self-motivated with the ability to work under pressure and to challenging deadlines
#LI-CS21
#LI-Hybrid
Knowledge gaps can be filled. Even if you don't satisfy every single requirement or meet every qualification listed, we still want to hear from you.
Ready to lead the way? Apply now.
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Lead Customer Experience Specialist

WC2H 7LT London, London £35000 Annually WhatJobs

Posted 18 days ago

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Job Description

full-time
Our client is seeking an exceptional Lead Customer Experience Specialist to oversee and enhance customer support operations at their bustling London, England, UK office. This role is integral to maintaining and elevating the brand's reputation for outstanding customer service. You will be at the forefront of defining and implementing best practices, ensuring every customer interaction is positive and efficient. This is a hands-on leadership position requiring a blend of strategic thinking and operational excellence.

Responsibilities:
  • Lead, mentor, and motivate a team of customer service representatives to achieve high performance and exceptional customer satisfaction.
  • Develop and implement comprehensive customer service policies, procedures, and quality standards.
  • Monitor customer interactions across various channels (phone, email, chat, social media) to ensure adherence to service level agreements and quality benchmarks.
  • Identify trends in customer inquiries and feedback to pinpoint areas for service improvement and product enhancement.
  • Handle escalated customer complaints and complex issues with empathy, professionalism, and a focus on resolution.
  • Train new hires and conduct ongoing training for the existing team on product knowledge, service protocols, and communication skills.
  • Collaborate with other departments, such as Sales and Product Development, to ensure a cohesive customer journey.
  • Manage workforce scheduling and performance metrics to ensure optimal team coverage and efficiency.
  • Contribute to the selection and implementation of customer service technologies and tools.
  • Prepare regular reports on team performance, customer satisfaction metrics, and key service trends for management review.
  • Act as a brand ambassador, embodying the company's values and commitment to customer satisfaction in every interaction.
  • Champion a customer-centric culture throughout the organization.

Qualifications:
  • A minimum of 5 years of experience in a customer service role, with at least 2 years in a supervisory or lead capacity.
  • Proven experience in developing and implementing customer service strategies and best practices.
  • Excellent understanding of customer support software and CRM systems.
  • Strong leadership, coaching, and team-building skills.
  • Exceptional communication, interpersonal, and problem-solving abilities.
  • Ability to remain calm and professional under pressure and manage difficult customer situations effectively.
  • Proficiency in data analysis and reporting on customer service metrics.
  • A passion for delivering outstanding customer experiences.
  • Familiarity with e-commerce or retail customer service environments is a plus.
  • Bachelor's degree in a relevant field or equivalent work experience.

This is an exciting opportunity to lead a vital customer-facing team in the heart of London and make a significant impact on customer loyalty and brand reputation.
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Customer Experience Team Lead

London, London Treatwell

Posted 15 days ago

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Job Description

Permanent

The Customer Experience (CX) Team Lead is responsible for delivering exceptional service to salon partners and end customers, overseeing front-line operational support. As a hands-on Team Lead, you’ll not only lead a team but also support direct customer interactions through chats, calls, emails, and social media - ensuring communication is efficient, scalable and top quality.

You will report directly to the CX Operations Manager and be part of an international team. One of your key tasks will be to identify areas for improvement in existing processes and drive sustainable optimisations. To achieve this, a team will be built that significantly influences the company's public image and commercial performance.

Requirements

What You’ll Do

  • You hire, train and lead a team of CX specialists.
  • You proactively identify areas where we can improve processes to enhance the experience for customers and salon partners.
  • You monitor and analyse key KPIs and track your team's successes and areas for improvement.
  • You train and develop your CX specialists, give continuous feedback, and help them reach their full potential.
  • You manage any backlog, understand inquiry volume, and assign the right resources to resolve tickets quickly.
  • You support onboarding and daily use of third-party tools.
  • Get hands-on in the operation – you’re visible, engaged, and lead by example.

About You.

  • You’re a strong communicator.
  • You’re a positive leader who motivates and lifts the team to the next level.
  • You think analytically and use data to make informed decisions.
  • You’re comfortable delegating and earning the trust of your team.
  • You have proven experience in a customer-facing environment across multiple communication channels.
  • You’re results-driven and always striving to raise the bar and meet targets.
  • You’re customer-focused and empathetic—you can see things from both the salon owners’ and customers’ perspectives.
  • You’re adaptable and ready to thrive in a fast-changing environment.
  • You have proven experience in leading a team.

Benefits

We’ll treat you with:

  • 28-days holiday, plus bank holidays
  • Monthly £40 Treatwell vouchers so you can treat yourself too
  • Mental health support through our partnership with Plumm
  • Benefits platform offering cycle to work scheme, high street discounts and other perks
  • A beneficial pension scheme and enhanced parental pay & leave policy


Equal Ops

Treatwell is an ‘Open to All’ employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.

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Customer Experience Coordinator (Hiring Immediately)

W11 1HE London, London The Pelican

Posted today

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Job Description

We are looking for an enthusiastic and customer focused Host to join our team at The Pelican. The Pelican is a welcoming and vibrant pub offering exceptional dining and drinking experience with a relaxed and friendly atmosphere. We take pride in serving high quality food and beverages, while delivering outstanding customer service. Hourly rate up to £13 per hour Tips (Earn up to £9 per hour) What's in it for you as a Host at The Pelican: ● 50% off food and drink in our pubs for a table of up to 4 people ● Every penny of service charge goes to the people who work in our restaurants, including our kitchen team. Access your tips weekly in your digital tip jar. (Average hourly £3-£ per hour) ● Access to Benefits platform with hundreds of discounts on shopping, gym memberships, holidays, bars and restaurants More. ● 24/7 Health and wellbeing support, Access support lines anytime for your mental, physical and financial health. ● Celebrate your 1-year work anniversary with an overnight stay in the Cotswolds. ● Access to Wage stream, A financial wellbeing platform, helping you manage, save and access up to 50% of your earnings in advance of payday. ● Earn more with our employee referral scheme. ● Delicious staff meals on shift. ● Career progression opportunities, on going training to develop yourself personally and professionally. What you'll be doing as a Host at The Pelican: ● Warmly welcome guests as they enter the restaurant, assist getting them seated promptly and efficiently. ● Provide excellent customer service by addressing guest inquiries, offering menu information and assisting with special requests. ● Foster a positive atmosphere by maintaining a friendly, calm and courteous demeanour whilst working in a fast paced environment. ● Manage waitlists during peak times and manage expectations by keeping guests informed of wait times. ● Collaborative teamwork, communicate effectively with front of house team to ensure a smooth dining experience for all guests. About you, our new Host at The Pelican: ● Previous experience as a Host or similar role within hospitality. ● Positive and friendly attitude, with a willingness to work collaboratively with the team. ● Excellent communication and interpersonal skills. ● Ability to work effectively in a fast-paced environment. ● A passion for delivering exceptional customer service and creating a positive experience for guests. ● Flexible approach to work. If you're passionate about providing excellent service and creating memorable experience for guests, we'd love to have you join the team at The Pelican! Apply now and we'll take it from there Host Hostess Frontofhouse Norttinghill Jobsinlondon Hospitalityjobs Restaurantjobs Immediatestart.
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