People and Customer Champion

Your first step to joining us

Type of role

Full Time

About the role

We’re looking for an uber-organised person with bags of energy, and exceptional people skills who will champion the customer experience and support with recruitment and people administration. This is a full time role based in Central London.

There are three key elements to the role, customer service, recruitment and internal communications.  The role is super varied, and there’s loads of scope to get involved in projects, so can really get stuck in with all aspects of the business.


Respond to customer feedback and complaints using Zendesk, our app, and social media to ensure successful resolution and that the H + H tone of voice is used at all times. 
Liaise with Shop Managers and Area Managers to resolve customer issues in a timely manners.
Support Managers with recruitment, checking and approving roles, phone screening and escalating where necessary.
Manage systems and processes to support internal communication, recruitment and onboarding, including ownership of ‘Hangout’ our internal communication platform, managing employee discount accounts on our loyalty app and using Harbour our applicant tracking system.
Event management support for our annual Festival of Happiness and the Hoolympics, our internal Barista Championship.
Maintain records of community activities in our shops.



Strong communication skills at all levels, with the ability to land difficult messages sensitively.
Customer service abilities, with experience in handling customer complaints and queries.
Tech savvy, with experience of using systems, including LMS, ATS and internal communications platforms. 
You’ll have an interest and some experience in using social media.
You’ll be confident with PowerPoint, Excel and Word.


A calm and centred approach to difficult situations.
Ability to work on multiple work streams, prioritising time sensitive tasks.
Collaborative, and enjoy working in teams and with people at all levels.
Great organisational skills, with a proven knack for managing projects and multiple varied tasks at once.
Meticulous with an eagle eye for detail. You take pride in your work and have an insatiable desire to make things better.
Proactive and curious, always looking for ways to do things better or more efficiently.
Adaptable to change and resilient.  Flexible to the needs of the business.


Back to search Email to a friend Apply now