Job Description

We’re not just a cookie company – we’re a community of Insomniacs. We know our cookies are the most delicious around, but it’s our team members that make Insomnia Cookies an amazing place to be. Have a hunger to succeed? A passion for the sweeter things in life? Got big dreams and a ceaseless imagination? Then we want to get to know YOU!
Purpose of the Role

The Cookie Crew member is responsible for delivering an exceptional Insomnia Cookies experience through high-quality product preparation, efficient service, and a customer-first approach. Working as part of a fast-paced team, Cookie Crew members ensure every order—whether in-store or delivery—is prepared accurately, quickly, and to brand standards.

This role is ideal for energetic, reliable individuals who enjoy working in a dynamic, late-night environment and take pride in delivering great food and service.

Business Context

Insomnia Cookies is a late-night, digital-first bakery delivering warm cookies to customers long after most bakeries have closed. Cookie Crew members are at the heart of this experience—bringing the brand to life through product quality, speed of service, and friendly, engaging interactions with customers.

As the UK business grows, Cookie Crew play a vital role in maintaining strong operational standards, supporting team performance, and creating a positive in-store culture.

Key Focus Areas

• Customer Experience: Deliver friendly, fast, and consistent service every time.
• Product Quality: Prepare cookies and other menu items to brand standards.
• Operational Execution: Follow processes to ensure smooth and efficient shift operations.
• Team Contribution: Work collaboratively to maintain pace and performance during busy periods.
• Cleanliness & Compliance Maintain a safe, clean, and organised bakery environment.

Key Responsibilities

• Customer Experience & Service

• Deliver excellent service to both in-store and delivery customers.
• Take orders accurately via POS and digital systems.
• Handle customer queries professionally and escalate where needed.
• Represent the Insomnia Cookies brand with a positive, friendly attitude.

Product Preparation & Quality

• Prepare cookies, drinks, and other menu items to company standards.
• Follow recipes, portioning, and presentation guidelines.
• Ensure all orders are accurate, complete, and ready on time.
• Maintain consistency in product quality during busy trading periods.

Operational Execution

• Support smooth running of shifts by following direction from Shift Leaders.
• Assist with opening, closing, and daily operational routines.
• Follow stock handling, rotation, and waste procedures.
• Support delivery order preparation and handover processes.

Teamwork & Culture

• Work collaboratively with team members to maintain pace and efficiency.
• Support new starters and contribute to a positive team environment.
• Communicate clearly with colleagues during live trading.
• Demonstrate flexibility to support different areas of the bakery.

Operational Excellence & Compliance

• Follow all food safety, health & safety, and hygiene standards.
• Maintain cleanliness of workstations, equipment, and customer areas.
• Complete required cleaning and operational checklists.
• Report any issues, hazards, or maintenance concerns promptly.

Candidate Profile

• Experience
  • Experience in retail, hospitality, or customer service is desirable but not essential.
  • Experience in fast-paced environments is beneficial.
  • Skills & Behaviours
    • Positive, friendly, and customer-focused attitude.
    • Strong teamwork and communication skills.
    • Ability to work efficiently under pressure.
    • Reliable, punctual, and flexible (including late-night shifts).
    • Mindset & Traits
      • Energetic and proactive approach to work.
      • Takes pride in quality and consistency.
      • Willingness to learn and develop new skills.
      • Adaptable in a fast-moving, delivery focused environment.

Success Measures

• Consistent delivery of high-quality products.
• Positive customer feedback and service standards.
• Strong teamwork and contribution during shifts.
• Adherence to food safety and operational standards.
• Reliability and flexibility in supporting store operations.

Sweet Perks

• Flexible work schedules – get work to work around you!
• Pension
• Holiday Pay
• Guaranteed paid day off for your birthday – Who wants to be at work on their birthday?
• 50% Employee Discount
• Employee assistance and wellness support
• Excellent training through the Cookie College
• Fun and exciting team environment
• Unrivalled culture and values – Work with the team not by yourself
• Enjoy a free cookie on every shift

About us:Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward and Insomnia Cookies has become a cult brand in the US known for its rabid following of cookie lovers who crave Insomnia’s warm, delicious delivery all day and late into the night. With an expanding global footprint we are now here in the UK. We launched in Manchester in 2023, Sheffield in 2024 and are now coming to a city near you! Insomnia Cookies is revolutionising the cookie game by truly "Imagining What’s Possible"!