Head of Customer Service

About us

Willow & Stone is a business in Falmouth, Cornwall, providing architectural ironmongery and homewares for renovation projects.

Our bricks-and-mortar shop in Falmouth offers a wide range of homewares and stationery, but we conduct most of our business via our website, specialising in architectural ironmongery and door furniture. We’re looking for a new Head of Online Customer Service to join our friendly team and maintain our reputation for providing outstanding service to our customers in the UK and overseas.

As a small independent business that’s grown largely through word of mouth, we pride ourselves on exceeding our customer’s expectations from their first call or email, to well after their order has been received and fitted. We put as much thought and care into small, one-off orders as we do into our high-value sales. work environment includes:

• On-the-job training
• Modern office setting
• Friendly supportive atmosphere

We are looking for a Head of Customer Service to join our small team. In this full time, Monday to Friday role you'll ensure that our reputation for excellent customer service is maintained.

You'll make sure that our processes are running smoothly; emails and queries responded to and calls answered quickly whilst maintining a friendly and proffessional approach.

You'll be keen to learn about our extensive product ranges, gain technical understanding of our product ranges and uphold our core values which is key to helping our business thrive.

You'll need to keep a level head and multi task when things get hectic as well as prioritise whn needed and therefore an excellent history of organisation is essential.

You'll thoughtfully guide sales ensuring our customers requirements are met which may involve liasing with suppliers and other members of our team.

You'll regularly liase with suppliers on lead times, and our couriers when things go wrong.

We are looking for someone with superb communication skills who is able to articulate our goals in a style that is on-brand and help our business to grow.

Job Type: Full-time

Salary: From £25,000.00 per year

Benefits:

• Employee discount
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Falmouth: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: One location

Application deadline: 30/03/2023
Reference ID: HCS
Expected start date: 10/04/2023