Customer Service Lead
Location: Bearwood, Birmingham (On-site)
Hours: Full-time, Mon–Fri (Overtime available on Saturdays)
Salary: £26,000–£32,000 depending on experience
About Floor Street
We're Floor Street one of the UK's fastest-growing private companies, ranked 82nd in The Sunday Times top 100 fastest growing companies in the UK in 2025, with a remarkable 65.8% average annual sales growth over three years. We double in revenue year-on-year and are accelerating toward £10 million in growth.
Founded in 2019, we've evolved from grassroots hustle into a national online force in interiors led by a founder whose journey inspires everything we do.
We don't just sell floors; we innovate on behalf of our customers and support charities and communities, and set the foundation for a better future.
Our Culture
Since launching in 2019, our culture has been in constant motion, just like our ambitions.
We operate with speed, intensity, and high standards because we believe exceptional teams build exceptional companies. This isn't a place to coast. It's a place to grow, push boundaries, and create real, lasting impact.
Information is power and we share it freely. We build strong internal relationships and make decisions based on data, not guesswork. Our customers are our compass, and we listen to them closely to improve everything we do.
We're not here to maintain the status quo. We're here to challenge it. To reinvent an entire category by thinking differently, working smarter to innovate, simplify and move faster than the rest.
Yes, our goals are big, but the way we achieve them matters just as much as the outcome. You'll see it in how we operate and what we prioritise: Sustainability. Wellbeing. Diversity. A relentless focus on the customer experience.
We don't follow old paths. We build new ones. And if all move forward together then success will take care of itself.
The Role
· As our Customer Service Lead, you'll be the voice of Floor Street. You'll manage critical daily support functions with precision, accountability, and a genuine desire to delight customers.
· You'll Be Responsible For: Owning help@ and sales@ inboxes with speed, clarity, and care
· Managing emails, calls, WhatsApp and handling enquiries, delivery changes, and order issues with the goal to minimise returns/refunds, cancellations and complaints.
· Taking customer orders and coordinating returns gracefully.
· Logging and tracking customer feedback for continuous improvement
What We're Looking For:
· Strong background in sales, customer service and loss prevention (eCommerce and flooring experience is a plus)
· Excellent communication, confident on the phone and composed via email
· Calm under pressure and hyper-organised
· Someone who owns issues, elevates standards, and drives process improvements
What You'll Get:
· True ownership in a high-growth business
· Hands-on mentorship from the founder
· Daily responsibility with real impact, not just following procedures, but building them
· A workplace where diversity, grit, and fresh ideas don't just belong, they lead
· Huge career progression opportunities
· A generous Annual Leave allowance: 28 days per year, plus a day off for your birthday
· Cost price discount on all floor street products for you and your family members.
· Pension scheme
· Work in beautiful office in the heart of Birmingham. It has everything you need to collaborate, learn and form great relationships
Floor Street is an equal opportunity employer and committed to creating an inclusive
environment for all of our applicants. We do not discriminate based upon race,
religion, colour, national origin, gender, including pregnancy, childbirth, or
related medical conditions, sexual orientation, gender identity, gender
expression, age, status as a protected veteran, status as an individual with a
disability, or other applicable legally protected characteristics.
As this role is based in the UK, candidates must have the right to live and work in the
UK. Candidates without these rights will not be considered.
Job Type: Full-time
Pay: £26,000.00-£32,000.00 per year
Benefits:
* Canteen
* Casual dress
* Company events
* Company pension
* Employee discount
* Employee mentoring programme
* Free parking
* Gym membership
* On-site parking
* Store discount
Application question(s):
* Have you ever managed a customer service inbox (e.g. Richpanel, Gmail, etc.)?
* Are you confident in handling customer complaints or difficult situations over the phone?
* Can you work full-time on-site in Bearwood, Birmingham (Mon–Fri)?
* Briefly describe a time you resolved a difficult customer issue.
Experience:
* Customer service: 3 years (required)
* Sales: 3 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person