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Join Our Team: Customer Service Assistants (maternity covers)

7 March 2024

Tom Raffield Customer Service

About Us

Established in 2008, Tom Raffield design and make a range of contemporary and sustainable homeware that is beautiful in form and practical in function. Our goal is to create new ways of living with unique, quality homewares that are inspired by nature and handmade to last a lifetime using traditional craft processes in sustainable and innovative ways. We strive to inspire a like-minded conscious community and have a positive impact helping to create a world where people and nature thrive for future generations to enjoy.

The Role


Job Title:  Customer Service Assistants (two positions for two maternity covers)

Contract Type: Two temporary roles to cover maternity leave for approx. 12 months at our design studio in Falmouth, Cornwall. Contracted to 32 hours per week, option to divide over 5 days Mon–Fri. At present we do not work weekends or bank holidays unless business demands it.

Salary: Real Living Wage (£24,960 pro rata)

Reporting To: Head of Marketing & Sales

Start Date: ASAP

Closing Date: Friday 29th March 2024

What You'll be Doing


You will be a friendly and helpful first-point of contact for all customers with the Tom Raffield brand whether speaking with our direct consumers, trade accounts or retail partners. Taking phone calls, responding to emails, and providing support via live chat, to ensure all queries are answered quickly and effectively using our dashboard in Zendesk. You will help to convert sales, process orders, solve potential issues, and ensure the customer is always kept informed. Our Customer Service Assistants are product ambassadors and well-equipped to deliver customer showroom appointments. You will work closely with our Logistics team to create a tight link between the two departments to ensure the smooth running of goods out on time and processing returns. This is an exciting role where we will provide you with the relevant training and equipment to support you in delivering maximum results and efficiency.

About You


We are looking for a confident, self-driven and enthusiastic team member with a can-do attitude. Organisation and numerical skills are paramount to this role and the successful candidate will also have excellent communication skills (written and verbal), with a professional and personable character. You must take pride in your work, be able to work well autonomously and be an all-round people person. The candidate will be able to work well under pressure, through effective time management, prioritising workloads with efficiency and accuracy. Above all else, have a positive hard-working attitude and commitment to the challenge of working for an exciting young business. The Tom Raffield team are passionate about maintaining a fun, social working environment and are looking forward to welcoming the right person to our small yet ambitious team.

    Your Key Responsibilities


        • Represent the brand to standards set out in training.
        • Be a key support to the wider Customer Service team.
        • An important role in the wider Marketing & Sales team with a drive to deliver weekly and monthly tasks and sales targets.
        • Direct customer facing role to provide customer support to all sales channels – B2C, B2B and retail accounts.
        • First point of contact for all customer enquiries via telephone, live chat and email (Zendesk)
        • Completing assigned Zendesk tickets and ensuring all enquiries responded to within 24 hours, as per our set SLA.
        • Processing orders for all channels using Shopify and Unleashed.
        • Outstanding product knowledge to help generate and convert sales.
        • Carry out Customer Showroom appointments.
        • Be flexible and proactive to support with any necessary changes to priorities, tasks and sales targets.
        • Receipt and process returns alongside our logistics team. Organise returns directly with customers, booking collections with relevant courier.
        • To provide a prominent role in after sales support linking to logistical requirements, highlighting any issues, delays or changes between various departments.
        • General office administration for the smooth running of Tom Raffield Customer Service, Marketing and Logistics teams.

    This list is by no means exhaustive but outlines the requirements on a day-to-day basis, and therefore, there will be additional responsibilities to ensure both logistics and packing provide operational efficiency always.

    So, what’s in it for you?


        • A flexible part-time role, with the potential for further cover if business demands.
        • We’ll support your ongoing professional development with bespoke learning initiatives and training opportunities.
        • We offer career progression… as we grow, you grow.
        • Being part of a growing, ambitious and dynamic team, so you get the chance to be part of and mould our work culture too.
        • We support you saving for your future, so you are automatically signed up to our company pension scheme, after your three-month probationary period.
        • Access to reduced prices across our fantastic product range.
        • We provide healthy breakfast and snack options.
        • Regular social events including summer and Christmas parties as well as occasional full team activities and catered lunches.

    We will require evidence of your Right to Work in the UK, for more information please visit

    To apply, please send your CV with covering letter supporting why you are the perfect fit to join our Tom Raffield team to by 29th March 2024.

    We are interviewing whilst the position is being advertised. Please be mindful, this role may close before the date advertised, therefore, we advise you submit your application at the earliest opportunity.

    The company is committed to training and supporting employees. Employees will receive training for all areas included in their job description to ensure that they are capable, and feel confident, of performing both main and secondary responsibilities. In addition, it is the employee’s responsibility to alert the Heads of Departments and colleagues to areas where they feel they require more training or need the support of another member of the team, to undertake a specific task that may be new, or more challenging, for them.



    Posted: 07.03.24
    Updated: 07.03.24

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