Job Description

Job Title:

Customer Service & Sales Assistant

Location:

Design Centre East, Chelsea Harbour

Reporting to:

Customer Service Manager (based in Falmouth, Cornwall)

Contract & Working pattern:

Permanent role, based at our showroom in Design Centre, Chelsea Harbour. Contracted to 20 hours per week (4 hours per day, Mon-Fri between 11:00-17:00) with some potential weekends or bank holidays as business demands.

Closing date for applications:

Sunday 10th August 2025

About Us...

Tom Raffield is a leading British designer and manufacturer, specialising in luxury sustainable lighting, furniture and home accessories. Combining traditional craftsmanship, modern techniques and an iconic aesthetic, we deliver the finest objects for consumers, leading interior designers and design professionals. Our goal is to create new ways of living with unique, quality homewares that are inspired by nature and handmade to last a lifetime. We strive to inspire a like-minded conscious community and have a positive impact helping to create a world where people and nature thrive for future generations to enjoy.

What you'll be doing...

Based in our Chelsea Showroom you will be a friendly and helpful first-point of contact for all customers with the Tom Raffield brand, whether you're assisting our direct consumers, trade accounts, press or partners.

Reporting to the Customer Service manager (based in Falmouth, Cornwall), this role's primary responsibility is to provide excellent customer service via phone calls, emails, and live chat, to ensure all queries are answered quickly and effectively using our shared dashboard. You will need to work closely with our Head Office in Cornwall to create a tight link to ensure the speedy resolution of all enquiries.

You will help to convert sales with helpful advice, processing orders on our ecommerce platform, raising quotes for trade customers and field a variety of queries across the business. You will work closely with our Logistics team in Cornwall via phone to ensure the smooth running of goods out on time, as well as processing returns and booking collections.

As a key brand and product ambassador, you will be well-equipped to oversee all showroom appointments, building relationships with key clients to maximise on all opportunities for sales growth.

You will help to achieve monthly sales targets by generating new leads, opening new accounts and driving repeat sales. You will do this by developing strong relationships with customers and clients, encouraging showroom visits and repeat orders.

This is an exciting role where we will provide you with the relevant training and equipment to support you in delivering maximum results and efficiency

About you...

We are looking for a confident, self-driven and enthusiastic team member with a can-do attitude. Organisation and numerical skills are paramount to this role, as is attention to detail. The successful candidate will also have excellent communication skills (written and verbal), with a professional and personable character. You must take pride in your work, be able to work well autonomously and be an all-round people person. The candidate will be able to work well under pressure, through effective time management, prioritising workloads with efficiency and accuracy. Above all else, have a positive hardworking attitude and commitment to the challenge of working for an exciting young business. The Tom Raffield team are passionate about maintaining a fun, social working environment and are looking forward to welcoming the right person to our small yet ambitious team.

Your key responsibilities

Customer facing role to provide support to all sales channels - B2C, B2B and retail accounts. Support the Customer Service Manager to hit our KPIs and ensure we delight our customers and maintain our 5 service.
A key member of the customer service team that will be a first point of contact for all customer enquiries and appointments - face-to-face, telephone, email and live chat. Completing daily assigned Zendesk tickets and ensuring all enquiries responded to within 24 hours, as per our set SLA. Processing orders for all channels using Shopify and Unleashed. Represent the brand to high standards as the main contact at our London showroom. Outstanding product knowledge to help generate and convert sales. Carry out Showroom appointments. Contact new and existing clients to organise meetings, updating and introducing new products. Trade accounts - Onboarding new accounts and overseeing customer service to this sales channel, whilst processing and supporting accounts with wider team. Leading trade events and hosting trade customers for showroom and workshop visits. Small Retail accounts - Working closely with our smaller retail accounts to provide a great service, encourage sales and provide relevant support.
Report on sales, accounts, opportunities, and weekly business activity with Customer Service Manager.

Always maintain an impeccable showroom display, as well as assisting both trade and retail customers with design and interiors advice.

To provide a prominent role in after sales support linking to logistical requirements, highlighting any issues, delays or changes between various departments. Process returns alongside our logistics team. Organise returns directly with customers, booking collections with relevant courier. Be flexible and pro-active to support with any necessary changes to priorities, tasks and sales targets. Be a key support to the wider Marketing & Sales team, with a drive to deliver weekly and monthly tasks and sales targets. General tasks and administration for the smooth running of the Tom Raffield Showroom - cleaning, tidying, stock control etc.

Your skills

Preferably have minimum 3 years customer service experience. Experience with customers from various sales channels. Good numeracy, literacy and IT skills using Microsoft Office including Excel. Friendly, positive and helpful manner to all external contacts/customers/clients. Able to plan and prioritise tasks and apply initiative to manage own workload Be meticulous with detail and problem solve if issues arise. Be a strong communicator, happy to pick up the phone to solve problems, and be confident to ask questions to improve your own learning and skills. Be a quick learner and enjoy working in a fast-paced team. Able to communicate with multiple contacts, both inside and outside of the company.
This list is by no means exhaustive but outlines the requirements on a day-to-day basis, and therefore, there will be additional responsibilities to ensure both logistics and packing provide operational efficiency always.

So, what's in it for you?

We'll support your ongoing professional development with bespoke learning initiatives and training opportunities. We offer career progression...as we grow, you grow. 33 Days Annual Leave (pro rata for part time hours) including normal bank holidays.
An extra day off for your birthday to enjoy each year.

We support you saving for your future, so you are automatically signed up to our company pension scheme, after your three-month probationary period. Access to reduced prices across our fantastic product range. Regular social events including summer and Christmas parties.
We will require evidence of your Right to Work in the UK, for more information please visit https://www.gov.uk/check-job-applicant-right-to-work.

To apply, please send your CV with covering letter supporting why you are the perfect fit to join our Tom Raffield team to people@tomraffield.com by 10th August 2025.

We are interviewing whilst the position is being advertised. Please be mindful, this role may close before the date advertised, therefore, we advise you submit your application at the earliest opportunity.

The company is committed to training and supporting employees. Employees will receive training for all areas included in their job description to ensure that they are capable, and feel confident, of performing both main and secondary responsibilities. In addition, it is the employee's responsibility to alert the Heads of Departments and colleagues to areas where they feel they require more training or need the support of another member of the team, to undertake a specific task that may be new, or more challenging, for them.

Job Types: Part-time, Permanent

Benefits:

Company pension Employee discount On-site parking
Schedule:

Monday to Friday
Work Location: In person