At Neptune, we believe the details make all the difference. From the first enquiry to the final kitchen or design installation, every step of the journey matters - and that's where you come in. We're looking for a Fulfilment Service Team Leader to guide a talented team responsible for turning customer orders into beautifully delivered experiences. This is a role for someone who enjoys bringing clarity to complexity, leading with care, and making things run seamlessly behind the scenes. You'll lead the day-to-day running of our fulfilment service team - overseeing enquiries, order progression, scheduling, and aftercare. Acting as the connective thread between our stores, regional teams, suppliers and customers, you'll ensure every interaction feels considered, efficient, and true to Neptune standards. This is a hands-on leadership role: part coach, part problem-solver, part organiser - with a sharp eye for detail and a natural ability to keep things moving. What you'll be doing Lead and develop your team - coach, support, and mentor fulfilment coordinators to deliver consistent, high-quality service. Manage enquiries and lead distribution - ensure customer enquiries reach the right team, with timely follow-up and accurate tracking. Oversee order progression - supervise post-order sign-off, OBM handovers, and order accuracy, stepping in to resolve complex issues. Coordinate bookings and installations - schedule work surfaces, bespoke items, appliances, and LED installations, liaising with suppliers and installers to meet deadlines. Align regional diaries - manage and balance schedules across regions, ensuring installation dates and priorities are realistic and communicated clearly. Deliver exceptional customer service - oversee onsite and aftercare queries, ensuring rapid, thoughtful responses and smooth issue resolution. About you You'll bring experience leading a team in a customer-focused, operational environment, along with a calm, organised approach to managing multiple moving parts. We're on the lookout for someone who is, highly organised, with strong diary and workflow management skills and a clear and thoughtful communicator. You'll be comfortable working across systems, including CRM and order management tools and naturally detail-focused, with a process-led mindset. Above all you'll be a confident and supportive leader who is proactive when it comes to problem-solving and decision-making. This role is based at our stunning Support Office in Swindon, Wiltshire, full-time, 40 hours per week (Monday-Friday, including bank holidays with some occasional weekend working). If you enjoy keeping processes organised and playing a key part in delivering a seamless customer experience, we'd love to hear from you. Benefits we can offer you Generous Holiday Allowance Life Assurance Company sick pay Purchased Annual Leave Scheme Enhanced maternity and paternity leave Cycle to work scheme Generous new item and outlet discounts Discounted gym membership Competitive salary Perkbox: Wellbeing Hub and Retail Discounts Portal Your birthday day off Day off if you become a Grandparent Two paid volunteer days a year A week off to celebrate a life event Refer a friend scheme Long service holiday allowance increase Training Workshops Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real. We are a growing business that encourages our people to grow with us. Neptune's goal is to ensure we have a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone's voices are heard. Our Story Founded in 1996 by friends John Sims-Hilditch and Giles Redman, Neptune design and make pieces for your whole home. Recognised for our exacting standards, design-led aesthetic and expert craftsmanship, we're perhaps most known for kitchens - with heirloom-worthy dressers not far behind. Neptune's trademark 'look' is British: refined, simple, sturdy, and with an almost obsessive attention to detail. We're also respected for their commitment to craft and quality. Put simply, we make things we're proud of, and that are designed to last a lifetime.