At a Glance
- Tasks: Deliver premium customer experiences in digital and showroom settings while managing orders and enquiries.
- Company: Cole & Son, a luxury wallpaper brand with over 150 years of heritage.
- Benefits: Join a creative team with opportunities for growth in a supportive environment.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Be part of a brand that values creativity and craftsmanship in luxury interiors.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Cole & Son is a British luxury wallpaper brand with a rich heritage and a global outlook. For over 150 years we have been known for original design, craftsmanship and creative collaboration, supplying some of the world’s most respected interiors, homes and hospitality spaces. We are now entering an exciting new chapter as we seek to continue and enhance our unique role in luxury interiors and lifestyle. As we expand globally, we remain committed to design integrity, craft‑led processes, strong partnerships and building a brand that is meaningful and relevant across the world.
About the role
In this role, you will deliver a premium customer experience across both digital and showroom environments. Working as part of a collaborative team, you will rotate across a variety of responsibilities, balancing operational and administrative duties with customer‑facing activities. From managing enquiries and orders to supporting customers in our showrooms with expert product guidance, technical advice and inspiring brand storytelling, you will play a key role in bringing the Cole & Son brand to life and delivering an experience that reflects our creativity, quality and authority. As a Customer experience & showroom executive, you will provide personalised service and help create a seamless, inspiring and memorable customer journey at every touchpoint. The role is based on‑site in London, with presence across both at Jubilee Place, Chelsea and Design Centre Chelsea Harbour.
Key Responsibilities
- Client Service & Operations
- Take ownership of the end‑to‑end customer journey, ensuring a seamless transition across digital, showroom and post‑purchase touch‑points
- Manage customer orders across email, Zendesk, phone and other channels with accuracy and efficiency
- Maintain high standards across systems, processes and customer interactions
- Handle invoicing, returns, claims and delivery enquiries
- Deliver responsive, professional and detail‑oriented customer service
- Proactively engage clients through follow‑ups, updates and recommendations
- Showroom & Client Experience
- Work across both showroom locations, engaging directly with clients
- Welcome and support architects, interior designers and retail customers
- Provide expert product guidance and tailored recommendations
- Bring the Cole & Son brand to life through product knowledge and storytelling
- Sales Support & Brand Experience
- Support conversion through confident and informed client interactions
- Communicate the Cole & Son brand and product offering with clarity and enthusiasm
- Represent the brand with professionalism, warmth and credibility
- Ensure a consistent premium experience across all customer touchpoints
- Monitor customer service KPIs and contribute to commercial performance
- Balance service excellence with a commercial mindset
- Act as the voice of the customer, sharing insights across the business
- Provide feedback to support improvements in products, services and communications
- Contribute to continuous improvement of the customer experience
Your Profile
Requirements
- Relevant upper secondary education
- Minimum 1 year of experience in customer service or similar role
- Fluent in English, both written and spoken; additional languages are an advantage
Experience & Skills
- Proven experience in customer service, retail or other client‑facing roles
- Strong communication skills, with the confidence to engage a broad range of clients, including retail customers, architects and interior designers
- Professional and personable, with the ability to represent the Cole & Son brand with credibility, warmth and authority
- Highly service‑driven, with a commitment to delivering a premium, expert and personalised customer experience
- Strong interest in design, interiors and craftsmanship, with a passion for communicating product stories and collection narratives
- Proactive and solution‑oriented, with the ability to take ownership and see tasks through to completion
- Confident in working both front‑of‑house in showroom environments and within operational customer service processes
- Excellent attention to detail and strong organisational skills, with the ability to manage multiple priorities effectively
- A structured and disciplined approach, ensuring accuracy across systems, processes and customer interactions
- A collaborative team player with strong interpersonal skills and a willingness to support colleagues across functions
- An understanding of KPIs and how they contribute to improving performance
Our commitment to Inclusion and Diversity
Cole & Son is committed to creating an inclusive and supportive workplace where everyone is valued and respected. We believe that diverse perspectives strengthen our business and enrich our creative output. We welcome applicants from all backgrounds and are committed to equality of opportunity regardless of age, disability, gender identity or expression, race, religion, sexual orientation or any other protected characteristic. We aim to foster a culture where people can be themselves, do their best work and grow with the business.
Role Descriptions are non‑contractual and as such may be changed at the discretion of the Company, in line with Company requirements.
Customer experience and showroom executive in London employer: Cole & Son (Wallpapers) Limited
Cole & Son is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where creativity thrives. With a strong focus on employee growth, you will have access to training and development opportunities that empower you to excel in your role as a Global Luxury Interiors Sales Specialist. Located in a vibrant market, the company provides unique advantages such as international exposure and the chance to work with prestigious brands, making it a rewarding place for those seeking meaningful employment.
Contact Details:
Cole & Son (Wallpapers) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer experience and showroom executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cole & Son (Wallpapers) Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cole & Son (Wallpapers) Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer experience and showroom executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cole & Son (Wallpapers) Limited:Your cover letter is your chance to shine! Tell us why you want to work at Cole & Son (Wallpapers) Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cole & Son (Wallpapers) Limited!
How to prepare for a job interview at Cole & Son (Wallpapers) Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
