Caffè Concerto
Telesales Operative
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About the Role
Caffè Concerto is looking for a confident, commercially minded and customer-focused Cake Studio Telesales Executive.
This is not simply a call-answering role. You will be responsible for turning customer enquiries into sales, understanding cake requirements, advising customers on the right product and price, and working closely with our chefs and cake production team to make sure orders are clear, achievable and profitable.
Our range includes standard cakes, customised cakes, novelty cakes, bespoke cakes and wedding cakes. You will need to understand the difference between these requests, recognise when a cake requires additional chef input and communicate the customer's requirements accurately.
Key Responsibilities
Cake Sales
- Handle telephone and online cake enquiries professionally.
- Understand the customer's occasion, requirements, portions, design, deadline and budget.
- Recommend the most suitable cake and explain pricing confidently.
- Understand cake complexity and work with the chef when a quotation requires additional input.
- Convert enquiries into confirmed sales.
- Follow up quotations and enquiries to maximise conversion.
- Upsell and cross-sell suitable products such as candles, slices, decorations, celebration products and canapés.
- Identify opportunities for repeat sales around birthdays, anniversaries and other occasions.
Customer Service & Complaints
- Handle customer complaints calmly, professionally and patiently.
- Deal confidently with frustrated or aggressive customers without becoming confrontational.
- Investigate problems before offering solutions.
- Take ownership of customer issues and escalate appropriately when required.
- When a cake or order mistake occurs, focus on finding a solution and turning a negative experience into an opportunity to recover the customer's trust and retain their business.
- Record recurring complaints and customer feedback to help improve the operation.
- Maintain professional boundaries when dealing with abusive behaviour.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Teamwork
Strong relationships with the cake studio team are essential.
- Build and maintain a good working relationship with chefs, cake designers and production staff.
- Communicate customer requirements clearly and accurately.
- Respect the chef's technical knowledge while representing the customer's needs.
- Work collaboratively when solving difficult or last-minute customer requests.
- Avoid creating unnecessary conflict between customers, sales and production.
- Understand that successful cake sales depend on good cooperation between the sales and kitchen teams.
Additional Sales & Reservations
The Role May Also Include
- Taking table reservations for Caffè Concerto shops.
- Handling general customer enquiries.
- Selling additional restaurant and celebration products.
- Identifying opportunities to increase the value of each customer interaction.
Administration & Reporting
- Maintain accurate customer, quotation and order records.
- Track enquiries, sales, follow-ups and lost opportunities.
- Prepare basic sales reports.
- Monitor conversion rates and average order value.
- Provide management with useful customer feedback and sales information.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What We Are Looking For
- Experience in telesales, telephone sales, hospitality sales, reservations or a similar customer-facing role.
- Excellent communication and listening skills.
- Strong sales, upselling and negotiation ability.
- Confidence discussing prices and customer budgets.
- Good numerical skills and an understanding of portions and pricing.
- Excellent attention to detail.
- Patient and calm under pressure.
- Confident handling complaints and difficult customers.
- Commercially aware and focused on both sales and profitability.
- Able to build strong relationships with chefs and operational teams.
- Organised and able to manage multiple enquiries simultaneously.
- Comfortable using email, spreadsheets and sales/order systems.
- Cake, bakery, patisserie, hospitality, wedding/event or bespoke product sales experience is an advantage.
The Right Person
We Need Someone Who Can Take a Customer From
- “I need a cake” → understand what they actually want → recommend the right solution → establish the budget → price it correctly → close the sale → communicate it clearly to the chef → follow up → create the next sales opportunity.
The successful candidate should be a salesperson, problem-solver and relationship builder, not simply someone who answers the telephone.
You will be measured on sales conversion, average order value, upselling, follow-up, customer service, order accuracy and teamwork.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills