Salary: £35,000 per year
Job type: Full time, permanent
Location: London
Department: Marketing

POWERFUL 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 ROLE

You'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 DOING

Looking after our customers

• Owning every enquiry across Zendesk, email, our app and Instagram, and making sure each one is answered quickly and well
• Leading on complaints and service recovery, working with our teams and delivery partners to put things right
• Building and keeping up our FAQs, response templates, escalation routes and service standards
• Tracking response times, resolution rates and satisfaction, and spotting the issues that keep coming up

Growing our reputation

• Creating and running an always on plan to lift our ratings on Google, Deliveroo, Tripadvisor and the atis app, aiming for 4.9 across the estate
• Responding to reviews and finding the trends behind them
• Designing and running a recognition and incentive programme that celebrates our site teams for brilliant service
• Pulling together mystery diner feedback and working with Operations on improvement plans
• Running a calendar of targeted monthly customer surveys
• Finding ways to improve how we talk to customers, from clearer allergen information to the ordering journey and what happens after someone orders

Making things smarter

• Managing and improving Zendesk, including workflows, automations, reporting and integrations
• Helping build, launch and improve our AI customer service chatbot
• Making it easier for customers to help themselves, so there are fewer repeat enquiries
• Building processes that will grow with us as we open more sites

Turning feedback into action

• Owning customer insight reporting, bringing together enquiries, reviews, surveys and mystery diner results
• Sharing weekly reporting and clear recommendations with Operations, Product and Marketing, plus deep dives when needed
• Keeping an eye on customer and competitor trends to shape our priorities
• Following each improvement from the moment we spot it to the moment it's live
• Supporting other teams with their customer systems and integrations, such as Teamtailor

ABOUT YOU

• Two to four years in customer service or customer experience, ideally in hospitality, retail or a consumer brand
• A great writer who knows how to win customers round and resolve issues with care
• Organised and proactive, and happy to juggle priorities on your own
• Commercially minded and comfortable with data, turning numbers into clear actions
• Experienced with Zendesk or a similar platform, and curious about automation and AI
• Confident working with different teams and bringing people with you
• In love with food, hospitality and making people's day

WHAT SUCCESS LOOKS LIKE

• Faster, more consistent support and happier customers
• Stronger ratings across our sites and ordering platforms
• Customer insight regularly shaping operational and menu decisions
• Measurable gains in how efficiently we work
• A proactive customer experience function that keeps customers coming back as we grow

WHAT'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.