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Meet the Team - Customer Service at The Cake Decorating Company!
• Lynsey Macdonald
The customer service team really is the backbone of any business. These are the members of staff who are on hand to help with all of your enquiries, big and small. Since they are your main touchpoint with us here at The Cake Decorating Company, we thought it was time to put the spotlight on them!
When you see how many products we have available on our website, it can be easy to assume we have a huge customer service department. The reality though? Our team is small but mighty! These four fantastic people work so hard to handle every call and return every email. They are there to answer product questions, contact couriers and organise returns. Whatever the nature of the call, they handle it with their signature professionalism and kindness. Honestly? We don't know where we'd be without them.
In a world of AI chatbots and autogenerated responses, we are proud to have these four real human beings at the end of the phone every Monday to Friday to help with whatever you need. With that in mind, we thought it was important you get to know the real people behind the emails and phone lines a little bit better! So, we sat down with our Customer Service Angels, Sharron, Sherelle, Sarah and Jo, to ask them some quick fire questions about their jobs, their colleagues and, of course, their favourite cakes!
Sharron (Shaz) - (Head of Customer Service)
How long have you worked at The Cake Decorating Company?
In 2017 I needed a part-time role to run alongside having a home cakey business and lucky for me I found the exact role – perfect hours and talking about my favorite subject, CAKE!! Having helped out at a couple of Cake Shows and being a customer of Cake Dec for years prior I couldn't wait to join my cakey family.
I started in 2017 as a part-time CS Angel. My role quickly grew to Head of Customer Service and also extended to include the HR & H&S. As much as I love my job here, it does mean that I no longer have the time to make many cakes myself anymore. But I get to see all the fantastic creations our customers make instead (and I can't be tempted to eat them, which is even better!).
What's your favourite part of the job and why?
An easy one – my favorite part of the job is our team!! Overseeing the team of dedicated, compassionate and hardworking Angels that we have here, who go out of their way to help customers in whatever way they can. They really are angels and a dream to work with as they genuinely care about the customer journey.
If you had to work in any other department, what would it be and why?
That would have to be the warehouse, seeing all the different cakey items we stock floods the imagination and gets the cakey juices flowing again – but its far too cold for me in the winter! So, I'd get a fleet of delivery vans and hand deliver the items to the customers to give an extra special personal touch if I could.
Who would you trust to make you a birthday cake?!
I would trust any of my team to make me a birthday cake, as they are all extremely knowledgeable, especially on our products. And they give helpful hints and tips out daily to customers - they really do know their stuff!
Who brings in the best office snacks?
That has to be Fran from our NP team – Fran is a baker and a feeder!! The CS Angels are eaters not feeders!
And finally... what's your favourite type of cake/flavour of cake?
As much as I can talk cake all day long, I'm not actually a fan of eating cake! I prefer cheesecake... but if I had to choose a cake, it would be Craig Millar's Extra Moist Chocolate Cake - absolutely delicious!!
Sherelle
How long have you worked at The Cake Decorating Company?
I have worked for the company for 5 years.
What's your favourite part of the job and why?
I get to talk to customers about all things cake! Because who doesn't love cake?
If you had to work in any other department, what would it be and why?
Goods In - so I'd get to see all the new products we get!
Who is most likely to have anything you need in their desk drawer (pen, plasters, tissues, you name it!)?
Sarah!
Who would you trust to choose the office playlist for the day?
Jo!
And finally... what's your favourite type of cake/flavour of cake?
Any flavour of cheesecake!
Sarah
How long have you worked at The Cake Decorating Company?
I started in October 2019 – 5 lovely years and 4 months!
What's your favourite part of the job and why?
My favourite part of my job is helping customers. I like to be nosey and find out what they are making, and I always ask them to email over a photo of the finished cake.
If you had to work in any other department, what would it be and why?
If I had to work in a different department, I think I would choose Marketing. I would love to see all the new exciting products and would love to splash them all over our websites.
Who is able to make customers laugh most often?
Jo!
Who would be first to take charge in a crisis?
Sherelle.
And finally... what's your favourite type of cake/flavour of cake?
My favourite cake has got to be chocolate cake – who doesn't LOVE CHOCOLATE..? Death by Chocolate!
Jo
How long have you worked at The Cake Decorating Company?
Just over 5 years!
What's your favourite part of the job and why?
There are a couple of parts of my job that are my favourite, one of these being all the baked goodies brought into the office to eat! The other best part of my job is helping customers, whether it's by helping them select the right products for their bakes or helping resolve an issue they have after purchase.
If you had to work in any other department, what would it be and why?
If I had to work in another department, it would probably be the New Products team, just to try out all the new samples!
Who would throw the most memorable Christmas party?
Shaz!
Who is most likely to give you a compliment behind your back?
Sarah!
And finally... what's your favourite type of cake/flavour of cake?
Difficult to pick! It's a toss-up between Chocolate Brownie & Sticky Toffee Pudding.
Thank you so much for taking the time to chat to us, gang! We are so grateful for everything you do, and know our customers are too. And shout out to our talented design queen, Chloe, for these super cute avatars - we bet everyone in the business is going to want one of these!
You can shop all of our fantastic cakey products here on our online shop. And if you have any questions, you know who to ask! Contact our customer service team at: info@thecakedecoratingcompany.co.uk.
