Homebound
Customer Experience Administrator
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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 are around 40 people, based in Mitcham, and we are growing fast.
The Role
This is the role that makes sure nothing inbound gets dropped. You are the first voice on the phone and the first reply in the inbox, and you own the smaller orders end to end — from the enquiry landing with us to the furniture arriving at the door. It matters commercially. A lot of our smaller orders are put together from stock we already hold, and getting them turned around.
Qualifications
- Answering the phone and being the first response on our info@ and orders@ inboxes
- Qualifying enquiries — understanding what the customer actually needs, and either handling it yourself or passing it to the right person: an Account Manager or a BDM, depending on the level of the enquiry
- Processing Shopify orders end to end: checking the order, confirming stock, arranging delivery and collection with the warehouse, and keeping the customer updated
- Putting together and sending quotes for smaller orders, using stock where we can
- Keeping HubSpot accurate — every enquiry logged, every record up to date
- Coordinating delivery and collection dates with Warehouse Operations
- Aftercare on the orders you have handled: chasing collections, sorting small issues, asking for reviews
- General office administration and supporting the wider team as we grow
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Where It Can Go
This role is deliberately built as a first step. You will learn our stock, our systems, and our customers from the ground up, which is exactly the grounding an Account Manager needs. Where someone shows they can handle bigger orders and own relationships properly, there is a clear route into an Account Manager or BDM role with a target and commission. That is the path we would like the right person to take.
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Who We Are Looking For
- Confident and warm on the phone — you do not mind being the person who picks up
- Properly organised: you can hold twenty open threads and not lose one
- Accurate with detail — orders, addresses, dates, stock numbers
- Comfortable with systems and quick to learn new ones (HubSpot, Shopify, and our internal tools)
- Calm when something goes wrong, and straight with people about it
- Experience in customer service, sales support, hospitality, or office administration is useful, but attitude matters more than sector
How We Work
Our four values are Pride, Craft, Energy, and Growth. In practice, that means we take pride in how the work looks and how customers are treated, we care about doing things properly rather than quickly, we get on with it, and we expect people to get better and take on more.
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