Client and Customer Relations Administrator [Bakery]

Detailed Description From Employer:

Job Title: Client and Customer Relations Administrator
Reports to: Client and Customer Relations Manager
Location: Hackney Downs Studios Production Site E8 2BT Hackney Cafe N16 8RY Any location as reasonably requested by the Business
Hours: 18-24 hours across Friday - Sunday (over time when requested by the business, for example AL cover and busy times - potential for additional shifts when busy or covering)
Role Overview
The Client and Customer Relations Administrator role plays a vital role in supporting Luminary Bakery’s growth by ensuring the accurate fulfilment of all orders, maintaining exceptional standards of packaging and presentation, and delivering outstanding customer service. This role assists the Client and Customer Relations Manager and Sales Lead with day-to-day operations across multiple channels — including e-commerce, café, wedding, wholesale, and corporate orders — while maintaining efficiency, attention to detail, and a customer-focused approach. You will be responsible for preparing and packaging orders, processing them into our production systems, managing logistics and courier arrangements, responding to customer enquiries, and upholding Luminary’s brand values at all times.
Key Job Responsibilities:
Order Fulfilment & Packaging

• Prepare, assemble, and present orders to ensure they arrive beautifully packaged, intact, and on time.
• Assist and produce the daily outbound sheet for the team, coordinating delivery schedules for all orders.
• Use scheduling software for accurate labelling, package assembly, and quality control.
• Monitor and maintain stock levels of packaging materials; order supplies when required.
• Keep packing and dispatch areas organised, safe, and compliant with hygiene standards.

Customer Service & Enquiry Handling

• Monitor the general enquiries inbox and answer incoming phone calls from customers, clients, and partners.
• Respond to customer enquiries in the main inbox and other designated communication channels, covering order queries, shipping updates, and product information.
• Handle feedback, complaints, and delivery issues with professionalism, aiming for first-contact resolution wherever possible.
• Maintain Luminary Bakery’s tone of voice in all written and verbal communication.
• Proactively flag any recurring customer service issues to the Client and Customer Relations Manager for process improvements.

Logistics Management

• Arrange courier services for letterbox goods (e.g., DPD/DHL) and taxis for local deliveries.
• Track all shipments to ensure successful delivery; resolve exceptions and delays promptly.
• Liaise with in-house and third-party drivers to resolve delivery queries.
• Monitor and report on delivery performance, identifying opportunities for efficiency improvements.
• Ensure smooth and timely handover of all orders to internal and external delivery partners.

Weddings & Wholesale

• Accurately input wholesale platform orders (e.g., Foodbuy) and email orders into Luminary’s production system.
• Accurately input wedding orders and email orders into Luminary’s production system.
• Assist with scheduling and attending Wedding Cake Consultation appointments online and in person.
• Assist in coordinating and monitoring Wedding cake deliveries.

Collaboration & General Duties

• Assist in answering phone lines during business hours.
• Assist Corporate and Sales team with inputting and serving enquiries as and when directed/required
• Provide cover for colleagues during annual leave or absence.
• Work with the Finance team and leadership to develop improved packaging, shipping, and delivery systems.
• Collaborate with the in-house Driver to maintain high service standards.
• Support the Client and Customer Relations team with packing orders during peak periods.
• Undertake any other duties reasonably requested by your Line Manager.

Key Skills & Attributes

• Attention to detail – ensuring orders are correct, well-presented, and shipped on time.
• Customer focus – delivering a warm, empathetic, and solutions-driven approach.
• Organisation & time management – managing multiple priorities effectively in a fast-paced environment.
• Communication skills – clear, professional, and consistent in both written and verbal interactions.
• Technical proficiency – confident with order management systems, labelling software, and Microsoft/Google Suite tools.
• Team player – willing to support colleagues, share knowledge, and cover shifts when required.

Additional Requirements

• Willingness to work flexibly during peak trading periods (e.g., Christmas, Valentine’s Day, International Women’s Day).
• Commitment to Luminary Bakery’s mission, values, and safeguarding standards.
• Understanding of basic food hygiene and handling procedures (training can be provided).