Customer Support & Operations Associate - Part-Time (Hybrid)

About us

Dishpatch delivers the best restaurants to every home in the UK, we're part of the Waitrose and John Lewis Partnership

At Dishpatch, we believe the best chefs deserve the biggest tables: incredible food shouldn’t be confined to the lucky few that live in the city. We’re taking great food further and wider than anyone has gone before, by partnering with the most talented chefs and restaurants to deliver their restaurant meal kits nationwide.

Since we began in 2020, we’ve partnered with the likes of Angela Hartnett, Ottolenghi, Michel Roux Jr and St. JOHN to deliver over 220,000 meals across the country.

The role

Be part of a business creating a new category - contribute to the future of at-home dining. We are currently seeking a part-time Customer Support & Operations Associate. This position covers weekends, some evenings and ad-hoc hours during busy periods, specific hours can be discussed during the interview. This is a hybrid position where at least one day a week you would be required to work at our London-based HQ (SE10) but the rest of the time you will be able to work remotely.

As our Customer Support Representative, you'll be:

• Building relationships with our customers and assisting them with any enquiries or issues they have
• Collaborating closely with our operations team on the ground and serving as the vital link between customer support and operations
• Staying informed about company updates and ensuring our team's systems and policies align with the latest Waitrose requirements
• Responding to customer reviews and feedback to maintain great NPS & Trustpilot scores
• Identifying trends based on customer emails and feedback and working cross-functionally with other teams to understand these and improve the overall customer experience
• Contributing to the development of our membership concierge service to help Supper Club members maximize their membership experience
• Assisting with reviewing and improving our FAQ’s 
• Creating video and written content to help customers navigate common issues
• Working with the remote CS team and wider team to share any important information from the weekend
• Supporting our Operations team in fulfilling customer orders

Requirements

About you

• Some experience in a customer support/service role
• Have good written English skills to communicate with customers effectively
• Be flexible to take on additional hours where extra support is needed (e.g. Christmas, Valentine’s Day, team holidays etc.)
• It would also be helpful if you are familiar with support and other general software: Dixa, Google Sheets, Slack etc.

The successful candidate should understand and believe in our values: Food first, leave your ego at the door, we’re an open book, we work with intent, we’re big on action, together we all win, and we’re always innovating.