Customer & Front Office Lead – Cakes, Baking & Food Takeaway Shop
Location: Ashford, Surrey
Type: Full time/ Part Time
Reports To: Shop Manager / Owner
About Us
We're a friendly, bustling cake and food takeaway shop where every day smells like freshly baked and cooked happiness. From celebration cakes and cupcakes to fresh bakes and hearty takeaway snacks & meals, our mission is to bring joy in every slice & box. We're now looking for a Customer & Front Office Lead to be the welcoming face of our shop and help make every customer's visit special.
Your Role
As our Front Office Staff, you'll be the first point of contact for customers — greeting them with a smile, helping them choose their treats, taking orders, and ensuring they leave happy (and maybe with an extra cupcake or meal in hand). Your role is to guide them through our menu, process orders, and ensure a smooth experience while maintaining hygiene and service standards. You will also play a key role in boosting sales through upselling and promotions and may assist the kitchen team during peak trading seasons (e.g. Christmas, Diwali, Valentine's Day) when order volumes are high.
Key Responsibilities
* Customer Service – Welcome customers warmly, assist with menu choices, and answer questions about our products. We want you to be the customer experience star. Address customer queries and complaints politely and escalate when necessary.
* Order Taking & Management – Process in-store, phone, and online orders accurately; ensure clear communication with the kitchen and chefs. Experience with online platforms (Uber Eats, Deliveroo, Just Eat) will be helpful. Pack takeaway and delivery orders neatly and as per brand guidelines.
* Payments & POS Operation – Handle cash, card, and digital transactions confidently. Operate end of day and start of day financial reconciliations.
* Product Presentation – Keep the counter and display shelves tidy and tempting; replenish stock or display items when needed. Adhere to food hygiene, health & safety, and brand standards at all times.
* Upselling & Specials – Share information about seasonal bakes, custom cakes, and special offers. Understand customer needs and propose. Note special offers for repeat orders.
* Team Coordination – Work closely with bakers and kitchen staff to ensure smooth service, planning and forecasting for orders and inventory of products. Assist kitchen staff during busy periods with basic tasks (e.g. packing, garnishing, plating, cleaning).
* Compliance and Hygiene of the store – Work closely with the manager/ owner and other team members to support audit and regulation needs, improving as need arises.
What We're Looking For
* A friendly, customer-focused personality with great communication skills.
* Enthusiasm for cakes, food, and creating a positive experience for customers.
* Organised, reliable, and able to work in a fast-paced environment.
* Experience in hospitality, retail, café, or customer service is a plus — we're happy to train the right person.
* Need Flexibility to work shifts, weekends and peak seasons.
* Willingness to support both front counter and kitchen operations during peak times.
* Ability to multitask in a fast-paced environment.
Perks & Benefits
* Competitive hourly rate or salaried based on work /business need.
* Staff discounts on cakes, bakes, and takeaway meals.
* Friendly, supportive work environment.
* On-the-job training and product knowledge sessions.
* Opportunities to upskill.
Job Types: Full-time, Part-time, Permanent, Apprenticeship, Freelance
Pay: £15,000.00-£25,000.00 per year
Expected hours: 25 per week
Benefits:
* Employee discount
Ability to commute/relocate:
* Staines South TW15 2UT: reliably commute or plan to relocate before starting work (preferred)
Experience:
* customer service, sales or front office administrative: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person