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- Tasks: Lead a team to transform customer orders into exceptional experiences.
- Company: Neptune, a design-focused company with a commitment to quality.
- Benefits: Generous holiday allowance, discounts, and wellness perks.
- Why this job: Be a key player in delivering seamless customer experiences.
- Qualifications: Experience in team leadership and customer-focused operations.
- Other info: Join a growing business that values diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
At Neptune, we believe the details make all the difference. From the first enquiry to the final kitchen or design installation, every step of the journey matters - and that's where you come in. We're looking for a Fulfilment Service Team Leader to guide a talented team responsible for turning customer orders into beautifully delivered experiences. This is a role for someone who enjoys bringing clarity to complexity, leading with care, and making things run seamlessly behind the scenes.
You'll lead the day-to-day running of our fulfilment service team - overseeing enquiries, order progression, scheduling, and aftercare. Acting as the connective thread between our stores, regional teams, suppliers and customers, you'll ensure every interaction feels considered, efficient, and true to Neptune standards. This is a hands-on leadership role: part coach, part problem-solver, part organiser - with a sharp eye for detail and a natural ability to keep things moving.
What you'll be doing
- Lead and develop your team - coach, support, and mentor fulfilment coordinators to deliver consistent, high-quality service.
- Manage enquiries and lead distribution - ensure customer enquiries reach the right team, with timely follow-up and accurate tracking.
- Oversee order progression - supervise post-order sign-off, OBM handovers, and order accuracy, stepping in to resolve complex issues.
- Coordinate bookings and installations - schedule work surfaces, bespoke items, appliances, and LED installations, liaising with suppliers and installers to meet deadlines.
- Align regional diaries - manage and balance schedules across regions, ensuring installation dates and priorities are realistic and communicated clearly.
- Deliver exceptional customer service - oversee onsite and aftercare queries, ensuring rapid, thoughtful responses and smooth issue resolution.
About you
You'll bring experience leading a team in a customer-focused, operational environment, along with a calm, organised approach to managing multiple moving parts. We're on the lookout for someone who is highly organised, with strong diary and workflow management skills and a clear and thoughtful communicator.
You'll be comfortable working across systems, including CRM and order management tools and naturally detail-focused, with a process-led mindset. Above all you'll be a confident and supportive leader who is proactive when it comes to problem-solving and decision-making.
This role is based at our stunning Support Office in Swindon, Wiltshire, full-time, 40 hours per week (Monday-Friday, including bank holidays with some occasional weekend working). If you enjoy keeping processes organised and playing a key part in delivering a seamless customer experience, we'd love to hear from you.
Benefits we can offer you
- Generous Holiday Allowance
- Life Assurance
- Company sick pay
- Purchased Annual Leave Scheme
- Enhanced maternity and paternity leave
- Cycle to work scheme
- Generous new item and outlet discounts
- Discounted gym membership
- Competitive salary
- Perkbox: Wellbeing Hub and Retail Discounts Portal
- Your birthday day off
- Day off if you become a Grandparent
- Two paid volunteer days a year
- A week off to celebrate a life event
- Refer a friend scheme
- Long service holiday allowance increase
- Training Workshops
Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real. We are a growing business that encourages our people to grow with us. Neptune's goal is to ensure we have a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone's voices are heard.
Our Story
Founded in 1996 by friends John Sims-Hilditch and Giles Redman, Neptune design and make pieces for your whole home. Recognised for our exacting standards, design-led aesthetic and expert craftsmanship, we're perhaps most known for kitchens - with heirloom-worthy dressers not far behind. Neptune's trademark 'look' is British: refined, simple, sturdy, and with an almost obsessive attention to detail. We're also respected for their commitment to craft and quality. Put simply, we make things we're proud of, and that are designed to last a lifetime.
Fulfilment Service Team Leader employer: Neptune (Europe) Ltd
Contact Detail:
Neptune (Europe) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fulfilment Service Team Leader
✨Tip Number 1
Get to know the company inside out! Research Neptune's values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully led a team or solved complex problems. Being able to share these experiences will demonstrate your fit for the Fulfilment Service Team Leader role.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you a heads-up about the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Neptune family and ready to contribute to their mission.
We think you need these skills to ace Fulfilment Service Team Leader
Some tips for your application 🫡
Show Your Leadership Skills: When you're writing your application, make sure to highlight your experience in leading teams. We want to see how you've coached and supported others in a customer-focused environment, so share specific examples that showcase your leadership style.
Be Detail-Oriented: Since we value attention to detail, your application should reflect this. Use clear and concise language, and double-check for any typos or errors. This will show us that you take pride in your work and understand the importance of clarity.
Connect with Our Values: Take a moment to align your application with our company values: Do The Right Thing, Do It Together, Aim High, and Keep It Real. We love seeing candidates who resonate with our mission, so weave these values into your narrative where possible.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Neptune and what we stand for!
How to prepare for a job interview at Neptune (Europe) Ltd
✨Know the Company Inside Out
Before your interview, take some time to really understand Neptune's values and mission. Familiarise yourself with their products and customer service approach. This will not only help you answer questions more effectively but also show that you're genuinely interested in the company.
✨Showcase Your Leadership Skills
As a Fulfilment Service Team Leader, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached or mentored others in the past. Highlight your problem-solving skills and how you've managed complex situations to keep things running smoothly.
✨Be Ready for Scenario Questions
Expect to be asked about specific scenarios related to order management and customer service. Think about times when you've had to resolve issues or manage multiple priorities. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready to ask. This could be about the team dynamics, the tools they use for order management, or how they measure success in the role. It shows you're engaged and thinking about how you can contribute to the team.