Overview
Location: Head Office, Enfield (office-based role)
Reports to: Operations Manager
Department: Operations
Salary: £14.50 per hour (£22,620 per annum)
Hours: 27.5 hours per week | 10am–4pm Mon–Fri
About Us
Bridgman is a luxury furniture retailer with over 49 years of heritage in British design. Renowned for our high-quality products, we aim to create year-round experiences for our customers, both indoors and outdoors. Now a three-generation family business, we continue to create timelessly stylish, low-maintenance and comfortable furniture that’s always made to last.
Role Overview
As a Customer Service Executive, you will be a key point of contact for our customers, delivering outstanding support across all channels. You will handle enquiries, resolve issues, and provide post-sales care, ensuring every customer interaction reflects Bridgman’s commitment to luxury and exceptional service. Working as part of the Operations team, you will manage the day-to-day customer support function, handling inbound queries with professionalism, warmth and efficiency. You will also assist the sales team when required, ensuring a seamless customer journey from initial enquiry through to after-sales care.
Responsibilities
- Deliver excellent customer service across all CX channels, including phone, email and live chat, responding to queries in a timely and professional manner.
- Take full ownership of the customer support phone line, ensuring all calls are answered promptly and handled with care.
- Provide post-sales follow-up calls and emails to offer continued support and build lasting customer relationships.
- Keep customers updated on order progress, delivery timelines, and any delays, proactively communicating to manage expectations.
- Assist the sales team with customer purchases when required, supporting a smooth and positive buying experience.
- Accurately log and maintain customer interactions and records using the CRM system.
- Resolve customer complaints and issues calmly and effectively, escalating only when necessary.
- Maintain an excellent level of product knowledge across the Bridgman range, enabling confident and informed conversations with customers.
- Work closely alongside the warehouse team to manage exchanges and refunds, ensuring these are processed accurately and communicated to customers in a timely manner.
- Ensure all inbound orders are dealt with promptly and accurately logged, maintaining up-to-date records and flagging any discrepancies.
- Represent Bridgman’s brand values in every interaction, maintaining the high standards expected of a luxury retailer.
Qualifications
You are a people-first professional with a genuine passion for delivering excellent service. You thrive in a busy environment, are confident managing multiple tasks, and remain calm and composed even in high-pressure situations. Comfortable communicating across a range of channels, you take pride in representing a luxury brand and understand that every customer interaction matters.
- Strong communication and writing skills, both verbal and written.
- The ability to prioritise, multitask, and work independently in a fast-paced environment.
- A professional, patient and “people-first” attitude.
- Problem-solving ability and sound judgement when dealing with customer issues.
- Punctuality and self-motivation, with a consistent and reliable approach to work.
- Persuasive and confident communication when assisting the sales team.
- Basic numeracy and close attention to detail.
- A high level of computer literacy, with the ability to confidently navigate CRM systems, email platforms and other digital tools.
- A calm, polished manner when dealing with demanding or complex customer situations, in keeping with our luxury brand positioning.
Why Bridgman?
- Heritage & Craftsmanship: Join a company rooted in tradition, offering products designed to last a lifetime.
- Family-Owned Values: Be part of a trusted, close-knit team that values integrity, accountability, and teamwork.
- Premium Standards: Represent a brand synonymous with luxury and attention to detail.
- Commitment to Growth: Benefit from regular reviews and opportunities to develop professionally.
What We Offer
- Competitive salary of £14.50 per hour (£22,620 per annum)
- 31 days’ annual leave (including bank holidays)
- Access to a discount marketplace with exclusive employee perks and offers
- Company pension scheme
- Free office lunches
- The opportunity to be part of a trusted, family-owned business with strong heritage and values
- A supportive environment where your ideas are valued and you’re encouraged to grow professionally
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