Customer Experience Administrator

Customer Experience Administrator Homebound | Mitcham, London About Homebound We rent furniture and stage homes. Developers, landlords, agents, relocation companies and private clients come to us when a property needs to be furnished quickly and well. We're a team of around 40 people based in Mitcham, and we're growing fast. We're looking for someone organised, proactive and customer-focused to join us and help keep things running smoothly. The role This is the role that makes sure nothing slips through the cracks. You'll be the first voice customers hear on the phone and the first person to respond to new enquiries in the inbox. You'll also manage smaller orders from start to finish, taking them from the initial enquiry through to delivery and collection. Many of these orders can be fulfilled using stock we already hold, so being organised, responsive and commercially minded makes a real difference. It's a hands-on role that combines customer service, sales support, order processing and general administration. You'll work closely with our Account Managers, Business Development team and Warehouse Operations to make sure customers receive a smooth, reliable service. What you'll be doing

• Managing inbound enquiries: Answering calls, responding to emails and making sure every enquiry receives a timely response.
• Qualifying leads: Understanding what customers need and either handling the enquiry yourself or passing it to the right person, whether that's an Account Manager or Business Development Manager.
• Managing orders: Processing Shopify orders from start to finish, checking details and stock availability, arranging delivery and collection, and keeping customers updated.
• Preparing quotes: Putting together and sending quotes for smaller orders, making the best use of available stock where possible.
• Keeping records up to date: Making sure every enquiry is logged and customer information is accurate in our CRM.
• Coordinating logistics: Working with Warehouse Operations to arrange delivery and collection dates.
• Looking after customers after delivery: Following up on collections, resolving smaller issues and asking customers for reviews.
• Supporting the wider team: Helping with general office administration and pitching in wherever needed as the business grows. Who we're looking for
• Confident and friendly on the phone, with a natural approach to helping customers.
• Highly organised, able to manage several enquiries and orders at once without losing track.
• Accurate and detail-focused, particularly when handling orders, addresses, dates and stock information.
• Comfortable using systems and quick to learn new ones, including HubSpot, Shopify and our internal tools.
• Calm under pressure and able to communicate clearly when things don't go to plan.
• Proactive and willing to take ownership rather than wait to be told what to do.
• A team player who enjoys getting stuck in and finding ways to improve how things work. Experience in customer service, sales support, hospitality or office administration would be useful, but attitude, organisation and a willingness to learn matter just as much. How we work Our four values are Pride, Craft, Energy and Growth.
• Pride: We care about the quality of our work and how we treat our customers.
• Craft: We take the time to get things right, paying attention to the details that make a difference.
• Energy: We take initiative, get things moving and make things happen.
• Growth: We keep learning, improving and taking on new challenges as the business grows.