Customer Relations & Business Administration Manager
At Instyle Sofas, we are recruiting for an experienced Customer Relations \& Business Administration Manager to take ownership of customer relations, claims handling and business support within our thriving family business.
Everyone at Instyle Sofas takes pride in crafting made\-to\-measure sofas and chairs, predominantly handcrafted in Scotland by skilled artisans with decades of experience. For years, our master craftsmen have been creating furniture of distinction, using skills perfected over generations.
Our customers trust us not just for the quality of our sofas, but for the seamless experience we provide from enquiry through to delivery.
The Customer Relations \& Business Administration Manager has a pivotal role within our business, responsible for ensuring our customers receive a professional, responsive and positive experience at every stage. You will oversee customer resolutions, manage claims and enquiries, and provide effective administrative support across the business.
Working closely with management, sales and operational teams, you will identify opportunities to improve processes, resolve issues efficiently and ensure consistently high standards of customer service.
This is a hands\-on management role for someone who is confident taking ownership, making decisions and acting as a key point of contact between our customers, showroom and wider business. If you have experience in showroom\-based sales environments such as car dealerships, electronics, home furnishings or other premium retail sectors, you could be an excellent fit for the role.
We are looking for someone who:
- Thrives in a customer\-facing role – whether your background is in furniture, home interiors, car dealerships or high\-end electronics retail.
- Understands premium customer service – confidently handling enquiries, processing finance agreements and ensuring a seamless customer journey from initial enquiry through to delivery.
- Has strong administrative and organisational skills – managing customer appointments, arranging deliveries, processing and coordinating customer payments, and reporting performance.
- Is confident managing suppliers – coordinating bespoke orders, liaising with suppliers, monitoring lead times, chasing outstanding orders and ensuring products and materials are delivered as required.
- Enjoys problem\-solving and multitasking – ensuring customers receive accurate information, resolving issues efficiently and keeping orders and deliveries on track.
- Takes ownership – someone who is proactive, organised and confident making decisions to achieve the best outcome for both the customer and the business.
- Builds strong working relationships – communicating effectively with customers, suppliers, colleagues and management to ensure the smooth running of the business. Managing expectations proactively, flagging delays or risks early.
- Experience in a showroom sales, customer service or retail management role, ideally within home furnishings, furniture, car sales or premium retail.
- Excellent communication skills – confident communicating with customers, suppliers and colleagues in person, over the phone and by email.
- Strong administrative and organisational skills, with excellent attention to detail and the ability to manage multiple priorities.
- Strong proficiency in Microsoft Excel and other administrative systems.
- Experience coordinating customer orders, supplier relationships and deliveries would be advantageous.
- The ability to build strong customer relationships and maintain a customer\-first approach.
- A proactive and solutions\-focused approach, with the confidence to take ownership, make decisions and resolve issues effectively.
- Resilience, patience and a calm approach when dealing with challenges.
- A team ethos that supports colleagues and contributes to a positive working environment.
- Experience in a furniture retail setting.
- Hands\-on management experience, ideally within a customer\-facing or retail environment.
- Weekends off – Monday to Friday, 10 AM – 6 PM
- Competitive salary
- Staff discounts
- Free on\-site parking
- Workplace pension
Apply today and help us continue delivering exceptional craftsmanship and an outstanding customer experience to our customers.
Pay: £34,000\.00\-£38,000\.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On\-site parking
- How many years have you worked in either furniture, home furnishings, car sales or another premium retail setting (state which companies)
- customer relations and business administration: 5 years (required)
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