Customer Experience & Operations Coordinator

Flying Changes is a fast-growing British equestrian tailoring business specialising in beautifully fitted competition jackets, tailcoats, boots and accessories for riders in the UK and overseas.

As we continue to expand into international markets, we are looking for a highly organised, personable and commercially aware individual to join our small team and guide customers through the complete sales and ordering process.

This is a varied role combining customer service, sales support, order management and general administration. It would suit someone who enjoys working closely with customers, is confident managing detail, and can bring structure and efficiency to a growing business.

The role

The main focus of the role will be supporting customers from their initial enquiry through to the completion of their order.

Responsibilities will include:

• Responding to customer enquiries by email, telephone, WhatsApp and in person
• Guiding customers through the ordering and fitting process
• Helping customers provide accurate measurements
• Advising on jacket styles, fabrics, colours, trims, buttons and design details - training given
• Reviewing customer measurements, photographs and fitting information
• Supporting customers visiting our Cirencester showroom
• Creating and updating customer orders
• Managing order progress with our overseas tailors and suppliers
• Ensuring customers are kept updated throughout the production process
• Ordering fabrics, buttons, trims and other production resources
• Booking UK and international couriers
• Preparing customs and shipping documentation for overseas orders
• Maintaining accurate records and order-management systems
• Using ClickUp and other digital tools to track tasks, deadlines and customer communication
• Assisting with general administration and day-to-day business operations
• Helping to improve systems and introduce more efficient ways of working as the business grows
• Supporting sales, marketing and customer follow-up activity where required

About you

We are looking for someone who is:

• Exceptionally organised and able to manage multiple orders and deadlines
• Warm, personable and confident when dealing with customers
• An excellent written and verbal communicator
• Detail-focused and comfortable working with measurements and specifications
• Calm and solutions-focused when dealing with queries or problems
• Confident using computers, online systems and cloud-based software
• Able to work independently and use initiative
• Reliable, adaptable and comfortable working within a growing small business
• Commercially aware, with a genuine interest in delivering an excellent customer experience
• Experience using ClickUp, CRM systems, AI tools, Shopify or similar platforms would be advantageous, although training can be provided.
• Experience using customer-management or order-tracking systems would be advantageous.
• An understanding of textiles, tailoring, fashion, garment construction or equestrian clothing would also be helpful, but is not essential. More important is the ability and willingness to learn our products, fabrics, fitting process and systems thoroughly.
• Experience in sales, marketing, luxury retail, customer service, order management or international shipping would be an advantage.
• An interest in horses or equestrian sport would be helpful, although not essential.

Hours and working arrangement

The role will initially be offered on a flexible, self-employed basis.

Approximately six hours per week will be based at our showroom and office in Cirencester, with additional hours worked remotely. During the initial training period, more time may need to be spent in Cirencester while the successful candidate learns our products, fitting methods and systems.

There is genuine potential for the role to develop into a more substantial position, and potentially an employed role, as the successful candidate becomes established and the business continues to grow.
Some flexibility may occasionally be required during particularly busy periods, events or international team orders.

What we offer

• Flexible working hours
• A hybrid office and remote-working arrangement
• Full training in our products, systems and fitting process
• The opportunity to play an important role within a growing British brand
• Varied and interesting work with customers around the world
• Genuine scope for the role to develop as the business expands
• The opportunity to contribute ideas and help shape more efficient systems and processes

Salary: Dependent upon experience and agreed hours.

To apply, please send your CV together with a short covering letter explaining why you feel you would be suited to the role.