Job Description

SALES & CUSTOMER SERVICE ADMINISTRATOR

Location: West London Showroom

Type: Full-time, 12 month fixed term contract

Reports to: Operations Manager

ABOUT US

Join a small, design-led business offering high-spec, ethically crafted products to discerning clients. Our customers value quality, detail, and exceptional service -- and we pride ourselves on delivering a seamless, personalised experience from first enquiry to final delivery.

THE ROLE

Take ownership of a hands-on, proactive role where you will be the first point of contact for high-end, design-conscious clients.

You must have

proven experience

managing the full customer journey - from initial enquiry and product guidance, through to placing orders, coordinating suppliers and fitters, and following up post-installation.

This is a

client-facing role

requiring confidence, initiative, and a deep understanding of premium service delivery.

You will manage client enquiries, guide them through product selection, and take ownership of each interaction to ensure it reflects the quality, care, and professionalism our brand is known for.

This role suits someone who:

Handles discerning and detail-focused clients with confidence and composure Has

direct experience managing customer relationships

from first enquiry to post-installation Delivers premium service with a deep understanding of the customer journey Works independently, taking initiative and ownership of tasks Communicates effectively with senior team members and keeps leadership informed

KEY RESPONSIBILITIES

Customer Service & Experience

Act as the first point of contact for client enquiries across all touchpoints Support clients throughout the full customer journey, from initial enquiry to post-installation follow-up taking full ownership of the client journey. Guide customers through bespoke services and product options Send product samples promptly and follow up to support decision-making Handle complex or high-pressure client interactions with discretion and professionalism Coordinate fitting schedules and manage appointments for fitters Follow up on installations to ensure satisfaction and resolve any issues proactively Take photos of completed installations for marketing and social media Monitor and improve customer feedback and satisfaction processes

Sales Administration

Contribute to sales targets through efficient coordination with colleagues Process quotes, orders, and invoices accurately and follow up with Sales and Finance Maintain accurate customer records and communications using HubSpot and other systems Ensure all documentation reflects the brand's tone and attention to detail Work closely with Operations and Sales to flag and resolve any bottlenecks in the customer journey.

Operational Support

Identify and implement improvements in workflows and systems independently Assist with inventory tracking and ensure stock levels meet client expectations Liaise with suppliers and logistics partners to ensure smooth order fulfilment Track deliveries and resolve issues with professionalism and urgency Contribute to reporting on sales performance and customer service metrics

SKILLS & EXPERIENCE

Minimum 2-3 years' experience

in a customer-facing sales or service role, ideally in a small business or premium product environment. Proven ability to manage the

entire customer lifecycle

-- from enquiry to post-installation.

Demonstrated experience

in customer service or sales support, ideally within a premium or design-led environment Strong understanding of the customer journey and how to deliver a high-end experience Comfortable liaising with suppliers, fitters & installation, and logistics partners to ensure smooth delivery and installation. Able to communicate clearly and professionally, both verbally and in writing Confident managing upward communication effectively and proactively Highly organised, detail-oriented, and capable of handling multiple tasks independently

Proficient in CRM systems (HubSpot preferred)

and accounting software (Xero a plus)

WHAT WE OFFER

Salary: 38,000 - 40,000 per annum (based on experience and pro-rated according to agreed working hours) | 12 month fixed term contract Hours: Core hours 10am-4pm, ideally working 9am-5pm. Monday to Friday Location: West London Showroom, with some flexibility possible after 6 months 28 days holiday (inclusive of public holidays) NEST pension

WHO WE ARE

We are Sophie Cooney Runners -- a small, design-led business born from a personal search for beauty, quality, and inspiration. Our founder, Sophie Cooney, launched the brand in 2014 after struggling to find stair runners that matched her vision for her own home. What began as a personal project quickly evolved into a globally recognised business, known for its bold colour combinations, ethically woven craftsmanship, and striking, contemporary designs.

We believe in doing things differently.

Our runners are not just functional -- they're transformative. Each piece is made with care, using sustainable materials and natural dyes, and crafted in partnership with expert weavers who share our commitment to quality and integrity.

We are a fun, energetic team buzzing with creativity and innovation. We believe that a lively work environment inspires great ideas and collaboration. As a small, close-knit group, we value camaraderie and connection -- work here isn't just a job, it's a community.

We offer flexible working hours and locations, understanding that life doesn't always fit into a 9-to-5 schedule. We also love a good trip -- any excuse to build team spirit, unwind, and share a few laughs together.

At the heart of our business is a deep respect for the customer journey. We work closely with our clients -- many of whom are design-conscious and expect a premium experience -- to ensure every detail is considered, every question answered, and every installation seamless.

We are hands-on, proactive, and passionate about what we do. And we're proud to offer products that elevate homes and reflect the values we stand for: craftsmanship, sustainability, creativity, and exceptional service.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 38,000.00-40,000.00 per year

Application question(s):

Managing the Full Customer Journey
How would you describe your experience managing the full customer journey -- from first enquiry through to post-installation follow-up -- with high-end or design-conscious clients?
- Confident - I've done this regularly and can work independently
- Familiar - I've supported this work and understand the basics
- New - I've had little or no experience but am eager to learn

Sales Administration
How would you describe your experience preparing quotes, processing orders, and managing client records using CRM systems?
- Confident - I've done this regularly and can work independently
- Familiar - I've supported this work and understand the basics
- New - I've had little or no experience but am eager to learn

Supplier and Installation Team Coordination
How would you describe your experience coordinating with suppliers, fitters & installation teams, and logistics partners to ensure smooth delivery and installation?
- Confident - I've done this regularly and can work independently
- Familiar - I've supported this work and understand the basics
- New - I've had little or no experience but am eager to learn

Independent Working and Communication
How comfortable are you with working independently, managing your own workload, and proactively updating senior team members?
- Confident - I've done this regularly and can work independently
- Familiar - I've supported this work and understand the basics
- New - I've had little or no experience but am eager to learn

Technical Systems Familiarity
How would you describe your experience using CRM systems (e.g. HubSpot) and accounting tools (e.g. Xero) to manage client communications and sales records?
- Confident - I've done this regularly and can work independently
- Familiar - I've supported this work and understand the basics
- New - I've had little or no experience but am eager to learn

Work Location: In person

Application deadline: 12/10/2025