Studio Assistant & Customer Experience

Role: Studio Assistant & Customer Experience
Contract type: Full time 
Salary: £27,500
Location: MG&Co. Studio, London NW10

About us

MG&CO. is at an exciting point in its growth journey, with ambitious plans to scale our business over the next few years. We are committed to creating thoughtfully crafted, high-quality homewares that bring joy and originality to everyday spaces. As we grow, we’re expanding our passionate team of innovators who are eager to make a lasting impact on the design industry, contributing to a brand that prioritises creativity, quality, and sustainability.

We are looking for individuals who thrive in a dynamic, entrepreneurial environment. Joining MG&Co. means gaining an opportunity to grow professionally and take on meaningful challenges as part of a high-energy team dedicated to delivering beautiful, functional, and responsibly made products.

The Role

The role of Studio Assistant & Customer Experience is pivotal in delivering outstanding support to the studio team and our customers, ensuring they have a positive experience that reflects the Matilda Goad & Co. values. The ideal candidate will bring warmth, efficiency, and a proactive approach to the role, helping to maintain our reputation for high-quality customer care. 

This role would be a great opportunity for a recent graduate or someone wanting to start a career in homeware retail. With opportunity to receive training in all aspects of the business and move into a more specialised role within the company over time.

B Corp Certified

When Matilda founded the brand her goal was to create unique and purpose-led products that would stand the test of time. We are proud to now be part of a global community of businesses that meet high standards of social and environmental impact. 

Responsibilities

  • Manage all aspects of customer experience, including customer and product inquiries, order processing, returns, and exchanges.
  • Reporting on and reviewing customer feedback against service KPIs to ensure targets are met;  identifying  areas of improvement and implementing changes when required.
  • Collaborate closely with warehouse and shipping teams to resolve customer order issues and track deliveries.
  • Act as a liaison between customer experience and the creative, marketing, and product teams to ensure seamless communication and support across departments.
  • Assisting Operations Manager with supply chain operations.
  • Responsible for the smooth day to day running of the studio. Maintaining an organised, welcoming and efficient studio environment, overseeing supplies, inventory, managing studio calendar and deliveries. 
  • Support the wider studio team with logistics, preparing for product launches, shoots and other marketing activities.
  • Production sample and stock room management.
  • Manage PR, Trade and shoot sample requests, working with external PR team to ensure that all sample requests are fulfilled.
  • Ownership of trade programme, building relationships with trade customers. 
  • Support organisation of pop-up events, sales, and retail spaces throughout the year.
  • As we are a small, growing business, you should be keen to help with other tasks outside your brief as they arise from time-to-time.

Skills Required

  • Highly organised, pro-active and self-starting. 
  • Proven experience in a customer service or support role, preferably within retail or e-commerce.
  • Exceptional verbal and written communication skills with strong attention to detail.
  • Ability to work independently and manage multiple tasks in a fast-paced environment.
  • A customer-first mindset, with empathy and a problem-solving attitude.
  • Familiarity with CRM systems and other customer service software is a plus.
  • Understanding of MG&Co. brand and enthusiasm to be part of our growth
  • Confident with Microsoft Office and Google mail, docs, sheets and slides

Benefits of working at Matilda Goad

  • A creative working environment and supportive team culture
  • Workplace pension offered through NEST
  • 25 day holiday allowance plus bank holidays
  • Birthday day off
  • Long service holiday entitlement
  • Flexible working hours 
  • Employee discount 
  • Free access to well stocked kitchen 
  • Monthly team yoga
  • Quarterly team volunteering days

Inclusion statement

We recognise the lack of diversity in interior design, and we particularly encourage applications from candidates from black, Asian, ethnic minority and socio-economically disadvantaged backgrounds which are particularly underrepresented in our industry. 

We are an equal opportunities employer and all applicants will be considered without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Role is not suitable for applicants based outside of UK.

Applications to be made via email to careers@matildagoad.com. Please include CV and cover letter and quote “Studio Assistant & Customer Experience” in email subject. 

​Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.