Customer Experience Coordinator (Mat Cover)

at  Origin Coffee

ABOUT ORIGIN

We’ve come a long way since 2004 and we’re just getting started. As one of the longest-standing coffee roasters on UK shores, now twenty years old, the love of coffee fuels everything we do. We’re on an ambitious growth journey, striving to deliver our unique take on speciality coffee and hospitality to more people than ever before.
Origin is bound by one central ethos - the sourcing of incredible coffee through a sustainable, triple-bottom-line approach. Our coffee celebrates the work and commitment of the entire supply chain - from the country and landscape to the farmers, pickers, and producers. Proudly B Corp certified, we’re always striving for better ways to do business and make sure to share our journey with our customers every step of the way.
Our offering goes beyond an exceptional product, we’re also passionate about bringing the world of speciality coffee to life through an industry-leading education programme. From professional SCA qualifications to enthusiast brewing courses, we aim to support our community wherever they are in their coffee journey. Our digital channels also allow us to provide engaging learning resources, including ‘how-to guides’ and inspiring social content.
We’re proud to roast for some of the UK’s leading independent speciality coffee shops, bakeries, hotels, and restaurants. We have 1000’s of at-home coffee subscribers and 8 beautiful coffee shops across London, Cornwall, Bristol, and Edinburgh.

THE ROLE OVERVIEW

As the Customer Experience Coordinator (12-month Maternity Cover) at Origin, you will be at the heart of our ecommerce and customer service operations, ensuring a seamless experience for our online and subscription customers. You’ll manage customer inquiries, support D2C account operations, process orders, and oversee customer service metrics, playing a crucial role in upholding the high standards of care that Origin is known for.
This role requires someone with strong communication skills, attention to detail, and a proactive approach to problem-solving. Ideally, you’ll bring experience in speciality coffee and/or hospitality, enabling you to connect deeply with our customers and embody Origin’s mission and values in every interaction.
Candidates with experience in values-driven brands, particularly in speciality coffee, food, or related industries, will feel right at home in this role. We’re looking for individuals who appreciate the importance of brand alignment and are ready to represent Origin’s ethos authentically, contributing to our vision with integrity and passion.

ADMINISTRATIVE AND OTHER DUTIES

• Maintain accurate customer account information, including order history and conversation records, using CRM and inventory management tools.
• Assist with the coordination and scheduling of enthusiast and professional courses in collaboration with the education and ecommerce teams.
• Manage relationships with couriers, monitor for potential issues, and implement solutions to ensure smooth order deliveries.
• Personalise orders with gift notes where applicable, adding a thoughtful touch to customer experiences.