SALES & CUSTOMER SERVICE ADMINISTRATOR
Location: West London Showroom
Type: 12 month fixed term contract, full-time
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'll be the first point of contact for high-end, design-conscious clients. Manage enquiries, support the sales process, and ensure every interaction reflects the quality and care our brand is known for.
This role suits someone who:
* Handles discerning and detail-focused clients with confidence and composure
* 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
* 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
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
* Demonstrate experience in customer service or sales support, ideally within a premium or design-led environment
* Understand the customer journey and how to deliver a high-end experience
* Communicate clearly and professionally, both verbally and in writing
* Manage upward communication confidently and effectively
* Stay organised, detail-oriented, and capable of handling multiple tasks independently
* Use CRM systems (HubSpot preferred) and accounting software (Xero a plus)
WHAT WE OFFER
* Salary: £34,000-£38,000 per annum (pro-rated based on agreed working hours)
* 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: £34,000.00-£38,000.00 per year
Application question(s):
* Please describe your experience in the following areas by choosing one of the three options for each:
Customer-facing service
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 (e.g. quotes, invoicing, CRM systems)
Confident – I've handled these tasks regularly and feel comfortable with the tools
Familiar – I've supported these tasks and used some systems
New – I've had limited exposure but am keen to develop these skills
Operational support (e.g. logistics, supplier coordination, inventory tracking)
Confident – I've managed these areas and can troubleshoot independently
Familiar – I've supported these functions and understand the basics
New – I've had little experience but am interested in learning
* This role requires someone who works well independently while keeping others informed.
How comfortable are you with working autonomously while keeping your manager or team updated?
Please choose one:
Confident – I regularly work independently and proactively keep others informed
Familiar – I'm comfortable working alone and learning to communicate more proactively
New – I prefer more structured guidance but am open to developing this skill
* This role uses HubSpot (CRM) and Xero (accounting), and while experience isn't essential, familiarity is helpful.
How would you describe your experience with these or similar systems?
Please choose one:
Confident – I've used HubSpot, Xero, or similar tools regularly and feel comfortable navigating them
Familiar – I've had some exposure and can learn quickly
New – I haven't used these systems before but am open to training
Work Location: In person
Application deadline: 12/10/2025