Customer Experience Executive

Salary: £35,000 per yearJob type: Full time, permanentLocation: LondonDepartment: MarketingPOWERFUL FOOD. POWERED BY YOU.At atis, we serve real, scratch cooked food made from over 60 fresh ingredients: bold, balanced bowls and powerful plates that fuel London every day. Now with 18 sites and growing, we want every customer to love their experience as much as their food.That's where you come in.THE ROLEYou'll be the voice of atis for our customers, and their voice inside atis. You'll run our everyday customer service, push our ratings higher and turn what customers tell us into real changes to our menu and experience.You'll join our Salad Support team in Marketing and work closely with Operations and Product. The job isn't only fixing problems. It's making the atis experience better every week.WHAT YOU'LL BE DOINGLooking after our customersOwning every enquiry across Zendesk, email, our app and Instagram, and making sure each one is answered quickly and wellLeading on complaints and service recovery, working with our teams and delivery partners to put things rightBuilding and keeping up our FAQs, response templates, escalation routes and service standardsTracking response times, resolution rates and satisfaction, and spotting the issues that keep coming upGrowing our reputationCreating and running an always on plan to lift our ratings on Google, Deliveroo, Tripadvisor and the atis app, aiming for 4.9 across the estateResponding to reviews and finding the trends behind themDesigning and running a recognition and incentive programme that celebrates our site teams for brilliant servicePulling together mystery diner feedback and working with Operations on improvement plansRunning a calendar of targeted monthly customer surveysFinding ways to improve how we talk to customers, from clearer allergen information to the ordering journey and what happens after someone ordersMaking things smarterManaging and improving Zendesk, including workflows, automations, reporting and integrationsHelping build, launch and improve our AI customer service chatbotMaking it easier for customers to help themselves, so there are fewer repeat enquiriesBuilding processes that will grow with us as we open more sitesTurning feedback into actionOwning customer insight reporting, bringing together enquiries, reviews, surveys and mystery diner resultsSharing weekly reporting and clear recommendations with Operations, Product and Marketing, plus deep dives when neededKeeping an eye on customer and competitor trends to shape our prioritiesFollowing each improvement from the moment we spot it to the moment it's liveSupporting other teams with their customer systems and integrations, such as TeamtailorABOUT YOUTwo to four years in customer service or customer experience, ideally in hospitality, retail or a consumer brandA great writer who knows how to win customers round and resolve issues with careOrganised and proactive, and happy to juggle priorities on your ownCommercially minded and comfortable with data, turning numbers into clear actionsExperienced with Zendesk or a similar platform, and curious about automation and AIConfident working with different teams and bringing people with youIn love with food, hospitality and making people's dayWHAT SUCCESS LOOKS LIKEFaster, more consistent support and happier customersStronger ratings across our sites and ordering platformsCustomer insight regularly shaping operational and menu decisionsMeasurable gains in how efficiently we workA proactive customer experience function that keeps customers coming back as we growWHAT'S IN IT FOR YOU[Add atis benefits here]THIS IS A MOVEMENT.If you're ready to help power communities with real food, we'd love to hear from you.Find your power. Move with us.