Communications Coordinator

Position: Comms Coordinator

Department: Category & Product

Reports to: Quality Assurance Manager

Location: In office - London Bridge

Salary: Up to £35k

Job Summary:

The Communications Coordinator supports the delivery of clear, engaging and consistent communications across the Black Sheep Coffee global store and franchise network. The role plays a key part in ensuring product launches, operational updates, system changes and process improvements are well understood and effectively implemented at store level across all markets.

Working closely with the Head of Category & Product and the QA Manager, this role is responsible for producing high-quality internal communications, supporting compliance documentation, responding to selected customer queries and complaints, and assisting with PR and brand communications where required. The role also works closely with the People Director to ensure alignment and consistency of internal communications across business content and messaging.

Key Responsibilities:

Internal Communications

· Write and distribute clear internal communications to stores and franchise partners across all markets

· Deliver structured global weekly communications covering product launches, seasonal campaigns, menu changes, system updates, equipment changes and operational process improvements

· Translate technical, product or operational information into clear, store-friendly messaging

· Ensure communications help stores understand what is changing, why it matters and what action is required

· Support creation of launch materials such as guides, quick-reference sheets and summary documents

· Ensure tone of voice is appropriate for franchisees, store managers and store teams across different regions

· Maintain a global communications calendar to support structured and timely messaging

Compliance & SOP Support

· Support the QA Manager in developing and updating SOPs, compliance guidelines and operational standards

· Assist in formatting, publishing and communicating policy and procedural updates to stores

· Help ensure compliance-related communications are clear, consistent and easy for stores to follow

Customer Communications & Complaints

· Respond to customer queries and complaints where product, operational or brand communication is required

· Draft clear, professional responses aligned with brand tone of voice

· Liaise with Operations, QA or other departments to gather accurate information before responding

· Escalate complex, high-risk or sensitive cases to the appropriate team

People Team & Cross-Department Support

· Provide communications support to the People Team, including team updates, policy announcements and engagement initiatives

· Assist other departments with drafting and formatting operational communications where required

Brand Communications Support

· Support the creation of external-facing communications where required, including product updates and brand messaging

· Assist with drafting content for announcements or media responses

· Ensure external messaging remains aligned with internal communications and brand tone

Content & Resource Management

· Maintain an organised archive of internal and selected external communications

· Ensure stores can easily access the most up-to-date guidance and updates

· Support formatting and publishing of SOP updates, guides and internal resources

Engagement & Continuous Improvement

· Track engagement with communications where possible

· Gather feedback from stores and franchisees on clarity and usefulness of messaging

· Suggest improvements to communication formats, channels and timing

Benefits:

• Annual Discretionary Bonus - Up to 15% of previous years earning.
• Monthly phone bills reimbursed – up to £50 per month.
• 31 free coffees and drinks at any of our locations, plus 30% off food items.
• Access to Stream, offering a variety of high-street discounts.
• 5% Interest on savings through Stream Build Pot.
• Employee Assistance Programme (EAP) - Access to confidential counselling and advice
• Wellness App through our EAP.
• Pension plan through NEST pensions – 3% employer contribution.
• Free daily breakfast, snacks and commercial coffee machine in the office.
• Monthly pub drinks, biannual staff socials and a fully stocked drinks fridge.
• Rapid career progression and development opportunities.

Key Requirements:

· Excellent written communication skills

· Ability to translate complex operational or technical information into clear, simple messaging

· Strong understanding of tone of voice for internal and brand communications

· Ability to write structured updates, guides and announcements

· Professional customer communication skills for responding to complaints or queries

· Ability to manage a global communications calendar

· Strong organisation and prioritisation skills

· Previous hospitality or QSR experience is required

· Communications or copywriting experience is essential

About Black Sheep Coffee:

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.

Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.

With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry.

We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.

Don’t miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.