Senior Customer Care Specialist

About Fleming Howland

Fleming Howland is a British maker of handcrafted luxury furniture, exporting directly to discerning clients across the world. Our customers expect exceptional craftsmanship and equally exceptional service. Every interaction must feel personal, polished, and meticulously handled.

We are seeking a highly professional individual who understands what premium customer care truly means. Someone who thrives in a calm, detail-driven environment, speaks confidently with high-net-worth clients, and can guide them seamlessly through the order, delivery, and after-care journey.

The Position

This role blends luxury-level customer support, delivery management, and light logistics coordination. You will be a key point of contact for clients ordering high-value, made-to-order furniture. The emphasis is on world-class communication, empathy, accuracy, and ownership.

You will support customers across the entire lifecycle, from initial enquiry and order updates to global delivery tracking, resolving issues, and ensuring every client feels cared for. Although logistics experience is beneficial, the focus is on delivering a white-glove customer experience that reflects the standards of the brand.

Key Responsibilities

Customer Care & Client Experience

• Deliver polished, professional support to customers worldwide, including high-net-worth individuals.
• Respond to calls and emails promptly, with clarity, confidence, and empathy.
• Guide clients through the lifecycle of their order, proactively managing expectations.
• Handle complex or sensitive issues calmly, ensuring every client feels valued and reassured.
• Manage complaints relating to delays, damages, or delivery issues, taking full ownership until resolution.
• Maintain accurate client records and ensure internal teams are informed of key updates.
• Represent the brand with impeccable written and verbal communication.

Delivery & Logistics Coordination

• Liaise with couriers, freight forwarders, and white-glove services to coordinate final-mile delivery.
• Track global shipments and provide clients with timely, transparent updates.
• Assist with export-related admin such as paperwork checks, incoterms, and courier documentation.
• Coordinate small consignments such as leather swatches, brochures, and replacement parts.

Internal Support & Administration

• Work collaboratively with the wider team to improve processes, documentation, and service standards.
• Support with quotation requests, client follow-up, and general administrative tasks.
• Maintain a calm, organised workflow and contribute to developing best-practice customer-experience procedures.

About You (Essential)

• Significant experience in a high-level customer service or client-facing role, ideally working with premium or high-value products.
• Exceptional communication skills. Articulate, confident, warm, and able to command trust.
• Able to speak professionally with clients worldwide, including senior professionals and private clients.
• Strong organisational skills with impeccable attention to detail.
• Ability to work independently, take ownership, and solve problems with minimal supervision.
• Strong IT capability and the ability to learn new systems quickly.
• Comfortable managing multiple enquiries at once while maintaining excellent service quality.
• A natural sense of discretion and professionalism appropriate for high-net-worth clientele.
• Interest in luxury interiors, design or craftsmanship.

About You (Desirable)

• Experience with international deliveries or basic logistics processes.
• Understanding of export documentation, incoterms, or global shipping workflows.
• Additional languages such as French, Spanish, or German (helpful but not essential).
• Experience working with small, high-performing teams in a growing brand.

Why Join Us

• Work with a respected British heritage brand serving clients across the world.
• Play a pivotal role in shaping the customer experience for high-end furniture buyers.
• A stable, long-term role within a close-knit, supportive team.
• Opportunity to contribute meaningfully to service development and business growth.

Job Types: Full-time, Permanent

Pay: Up to £38,484.60 per year

Benefits:

• Free parking
• On-site parking
• Profit sharing

Application question(s):

• Describe a time you managed a sensitive or high-value customer issue. What steps did you take to reassure the client, and what was the final outcome?
• When dealing with clients ordering bespoke, made-to-order items, how do you set realistic expectations about timelines and deliveries without diminishing the premium experience?
• A client in the United States emails to say their sofa arrived with a minor mark on the leather. How would you respond and what steps would you take to resolve this from start to finish?
• On our website, we offer different collections (e.g., Classic, Heirloom). How would you explain to a customer why the same sofa may differ in price depending on the collection they choose? What details would you check before giving the final price?
• How comfortable are you communicating with international clients who may have different expectations, cultures or communication styles? Can you give an example from past experience?
• Our website gives an estimated lead time for made-to-order pieces. If Production notifies you that a client's order will finish four weeks later than estimated, what exact steps would you take before communicating this to the customer?

Work Location: In person