Customer Service & Operations Coordinator

THE ROLE IN BRIEF

Love\-Rugs is looking for a calm, organised and practical person to support the day\-to\-day customer service and operational work of our busy rug showroom and e\-commerce business.

This is a varied role in a small team. You will deal with customers by phone, email and face to face, help process orders accurately, assist with courier bookings and delivery follow\-ups, and support the practical running of the showroom.

The role can change pace from week to week. Some weeks are busy, pressured and full of small issues that need handled carefully. Other weeks are quieter, and we need someone who can use that time well by following up loose ends, checking details, learning products, improving admin, and helping with showroom tasks without waiting to be told every step.

This is a fully in\-person role based at our Glasgow showroom. Remote or hybrid working is not available.

*You must be completely comfortable working around dogs*, as there are two friendly family dogs in the showroom every day.

ABOUT LOVE\-RUGS

Love\-Rugs is a long\-established independent rug retailer based in Glasgow, serving customers both in\-store and online across the UK.

We do not use pushy sales tactics. Instead, we listen carefully, understand customers’ homes, budgets and preferences, and help them find rugs that genuinely suit what they need.

We are a small, close\-knit team with a practical, straightforward working style. Accuracy, clear communication, good judgement and reliability matter here. In a small team, small mistakes are noticed, so we need someone who takes pride in doing things properly.

WHO THIS ROLE WOULD SUIT

This role would suit someone who is steady, careful and practical. This is a long term appointment for the right candidate, someone who can and will grow with the business; we would ask those looking for short\-term or stop\-gap employment not to apply.

You do not need previous rug knowledge before joining us, but you do need to be willing to learn. You should be comfortable dealing with customers, checking details, following processes, asking sensible questions, and taking responsibility for the tasks you are given.

You should be the kind of person who notices when something does not look right: an incorrect postcode, a courier delay, a missing follow\-up, a payment query, or a customer message that needs a careful reply.

You will not be expected to know every answer immediately. However, you will be expected to think clearly, check facts, communicate early, and avoid guessing when accuracy matters.

This role is best suited to someone looking for stable, long\-term employment in a fully in\-person position.

WORKING STYLE

This is a varied role in a small business, where the pace can change from week to week and sometimes from hour to hour.

Some days are busy, with customer enquiries, showroom visitors, courier collections, deliveries, order details and follow\-ups all needing attention. Other days are quieter, and we need someone who can use that time well by checking details, following up loose ends, learning products, improving admin and helping with practical showroom tasks.

The right person will be steady in both situations. You should be able to stay calm when several things need attention, but also show initiative when things are quiet. This is not a role where every task will be handed over one at a time.

Good judgement matters. You will be trained on our systems and processes, but we need someone who can think clearly, communicate early, ask sensible questions and avoid guessing when details matter.

This role is best suited to someone who likes variety, takes responsibility for follow\-through, and is comfortable working closely with a small team.

AI, SYSTEMS AND COMMUNICATION

We use digital tools, systems and AI where they genuinely help the work.

However, this role requires independent judgement, clear written English and the ability to communicate naturally with customers. AI can be useful for appropriate tasks, such as summarising information, improving processes, or helping structure more complex work.

It should not replace understanding the situation, checking the facts, writing simple customer emails, or making sensible day\-to\-day decisions.

You must be able to write clear, accurate and professional customer messages in your own words and at pace.

KEY RESPONSIBILITIES

*Customer Support*

• Handling customer enquiries by phone and email


• Speaking to customers clearly, calmly and professionally


• Providing accurate information and following up when needed


• Managing complaints and problems fairly and in line with company policy


• Writing clear customer emails without relying on scripts

*Showroom Assistance*

• Welcoming customers into the showroom


• Listening to what customers are looking for


• Helping customers narrow down rug options based on size, style, colour, room and budget


• Supporting customer viewings by helping move and show rugs


• Keeping the showroom presentable and practical to work in

*Orders, Admin and Logistics*

• Processing orders carefully and accurately


• Checking names, addresses, postcodes, prices, payments and order details


• Booking courier collections and deliveries


• Monitoring deliveries and following up delays


• Spotting preventable issues before they become customer problems


• Keeping notes and records clear so the rest of the team can understand what has happened

*Practical Support*

• Helping move rugs within the showroom


• Assisting with loading, unloading and organising rug deliveries


• Supporting general day\-to\-day showroom operations


• Helping the wider team during busy periods

*This role involves regular manual handling*, including moving rugs, helping with showroom piles and assisting with deliveries. Some rugs can be large or awkward to move, so you must be comfortable with practical physical work as part of the job.

WHAT ARE WE LOOKING FOR

*Essential:*

• Clear written and spoken English


• Strong attention to detail


• Calm, polite and professional customer manner


• Good common sense and practical judgement


• Reliable, punctual and consistent


• Comfortable working fully in person


• Comfortable working around dogs every day


• Comfortable with regular manual handling


• Able to use computers, email and basic business systems confidently


• Reasonable to good typing speed as a minimum


• Able to follow processes while still thinking for yourself


• Able to commute reliably to our Glasgow showroom


• Right to work in the UK for this permanent role

*Helpful but not essential:*

• Previous customer service experience


• Previous retail, showroom, admin, logistics or e\-commerce experience


• Experience handling customer complaints


• Experience working in a small business

Formal qualifications are less important than attitude, accuracy, communication skills, reliability and the ability to learn.

THIS ROLE IS PROBABLY NOT RIGHT IF

This role is unlikely to suit someone who:

• wants remote or hybrid work


• is looking for a short\-term stepping stone


• prefers a purely desk\-based job


• needs every task handed over one at a time


• becomes flustered when several small things happen at once


• avoids practical tasks or manual handling


• relies heavily on AI or templates for simple written communication


• struggles to take feedback or work closely with a small team

WHAT WE OFFER

• Salary of £23,660 per year


• Monday to Friday working hours, 10am \- 5pm


• Full\-time, permanent role


• Company pension


• Staff discount


• Eligibility to enrol in our profit share scheme after 12 months’ continuous service, subject to performance and scheme terms


• Full training on our systems, products and processes


• A supportive, straightforward working environment where care, judgement and initiative are valued


• Work Location: In Person

LOCATION

Love\-Rugs
Glasgow G5 8AB

You must be able to reliably commute to our Glasgow showroom. Remote or hybrid working is not available.

Job Type: Full\-time

Pay: £23,660\.00 per year

Benefits:

• Company pension


• Employee discount


• Profit sharing


• Store discount

Application question(s):

• This role can be busy and interrupted at times, but also much quieter at other times. In 5\-6 bullet points, tell us what you would do during a quiet hour in the showroom after urgent customer enquiries and orders have been dealt with. Please be specific to this role.

Education:

• A\-Level or equivalent (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

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