Customer Service Team Leader

Do you fancy working for the UK's Best Small Online Retailer, as voted by industry professionals in the 'Online Retail Awards 2015'', and winner of Best Organisation Blog at the '2016 Amara Interior Blog Awards'? 

These were amazing results for everyone at Sweetpea & Willow, a reward for our hard work and passion. So with some great awards behind us and good times ahead of us, why not come and join the team?
We have lovely offices and an amazing 8000sq.ft showroom based in West London TW7. Due to our continued growth, we are ever expanding and we are on the lookout for an enthusiastic individual to lead our Customer Services department.

Who are Sweetpea & Willow?
We are a well respected and recognised luxury brand within the interiors sector, offering high-end interiors that help make a house a home. We tirelessly source and hand-pick the highest quality furniture to create a unique collection of home furnishings at affordable prices. Our motto is 'love the way you live', and we adopt this in our office, out on the road and in every facet of our business.


Customer Service Team Leader - Full Time with career progression
Days of work: Monday - Friday 8:30am to 5:30pm (plus you will be on a rota to work the occasional last Saturday of the month 9:30am to 4:30pm for an extra day pay or +1 holiday allowance)
Salary: £22,000 - £25,000.00 per year (based on experience)

To qualify you will need to

  • Have previous proven customer service experience (at team leader level)
  • Have a clear, friendly and confident telephone manner
  • Have speedy, thorough and punctual word processing skills
  • Be proficient with Microsoft Office, especially Excel and Outlook
  • Be confident and logical with your approach to ‘general IT’ and a fast learner
  • Have great interpersonal and communication skills to conduct effective working relationships with the team
  • Be versatile. A big part of our team is the willingness to help one another even though it may fall outside of the job description
  • Have a positive attitude. This is an open plan office. We like a bit of banter, music and nice food!
  • Live within commutable distance to Isleworth, TW7.

What you will be doing

  • Management each day of your team, providing support for inbound telephone calls and dealing with customer service queries
  • Build a long term mentality to fix common issues and inefficiencies in your department
  • Processing customer orders on our system
  • Chasing products with suppliers and ensuring customers are always kept in the loop
  • Proactively and pre-emptively checking order statuses with an aim to prevent situations with unhappy customers and delayed furniture
  • Keeping clear and concise notes of any communications made with customers/suppliers in the order history area of our E-commerce system (training provided)
  • Dealing with inbound escalated customer service complaints with a vision to resolve 
  • Dealing with any other tasks as set by the Directors
  • Being a team player across the business and providing back-up where needed in other departments when busy (i.e. taking a sales call, receiving a delivery, making a hot drink for a customer in the showroom)

This opening offers an exciting opportunity to gain invaluable experience in a progressive, expanding company. Expect a forward thinking, friendly bunch committed to building an even better Sweetpea & Willow. Please send us your CV and a covering letter immediately to

We look forward to hearing from you!

Please no recruitment agencies!