Location: Oldbury, West Midlands
Salary: £40,000 starting salary
Job Type: Full-time, Permanent
Hours: Monday to Friday
Working Pattern: On-site
Weekends: No weekends
About the Role
Grain and Frame is looking for a Customer Relations Lead to take ownership of our customer service function.
You will manage the day-to-day customer interactions across sales enquiries, delivery updates, product issues, complaints and aftercare. You will also be responsible for improving how we communicate with customers, reducing repeat issues and helping create a better customer experience as the business grows.
This is a hands-on role in a small team. You will be close to the detail, close to the customer and expected to use good judgement to get things done properly.
What You’ll Own
- Managing customer enquiries by phone, email and helpdesk
- Helping customers choose the right dining table, chairs, size and finish
- Handling delivery updates, damaged product reports, complaints and aftercare issues
- Working with warehouse, logistics and courier partners to resolve customer issues
- Using AI and customer service tools to improve speed, consistency and quality
- Identifying repeat problems and helping fix the root cause
- Improving customer communication before, during and after delivery
- Planning and delivering customer experience improvement projects
- Giving the owners clear feedback on customer issues, risks and opportunities
- Supporting company growth by improving how customers experience Grain and Frame
What Success Looks Like
- Customers receive fast, clear and helpful communication
- Issues are resolved without unnecessary escalation
- Complaints are handled calmly and fairly
- Repeat customer problems are reduced
- The owners have better visibility of customer issues and trends
- Customer communication becomes more proactive and consistent
- Reviews, referrals and customer satisfaction improve
- Customer service becomes easier to manage as the company grows
About You
We are looking for someone capable, organised and commercially aware.
You should be comfortable handling daily customer issues while also thinking about how the system can be improved. You need to be confident on the phone, clear in writing and calm when dealing with difficult situations.
You will be a strong fit if you are:
- Highly organised and self-directed
- Confident speaking to customers
- Calm and professional under pressure
- Practical, direct and solution-focused
- Commercially aware
- Strong with written communication
- Good at spotting patterns and improving processes
- Comfortable using AI and digital tools
- Able to make sensible decisions without constant direction
- Motivated by responsibility and high standards
Experience
You should have strong experience in customer service, customer experience, aftercare, complaints handling, account management, operations or another customer-facing role where ownership and judgement were required.
Experience in ecommerce, furniture, logistics, retail, premium products or home interiors would be useful, but it is not essential.
The key requirement is that you can run the customer service function day to day, improve how it works and represent the standard expected of a premium brand.
What We Offer
- £40,000 starting salary
- Full-time, permanent role
- Monday to Friday working pattern
- No weekend work
- Free on-site parking
- Staff discount
- Company pension
- Holiday allowance
- Relaxed dress code
- Direct access to the business owners
- Ownership of the customer service function
- Opportunity to improve systems, processes and customer experience
Pay: From £40,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Ability to commute/relocate:
- Oldbury B69 2RE: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
