Location: Head Office, Enfield, EN3 7PX
Reports to: Operations Manager
Department: Operations
Salary: £32,000
Hours: 40 hrs pw, 8.30am–5pm Mon–Fri (Fully office based)
About Us
Since 1977, Bridgman has been creating furniture and accessories that redefine how people relax, entertain, and enjoy the finer things both at home and in the garden. As a family-run business now in its third generation, we’ve built a reputation for award-winning collections that inspire and celebrate the everyday moments that matter most to our customers. With five showrooms across the UK, our team is at the heart of everything we do, knowledgeable, passionate, and genuinely dedicated to delivering an exceptional experience at every touchpoint. Joining Bridgman means becoming part of a close-knit team that takes real pride in the brand they represent and the customers they serve.
Role Overview
This is a combined role sitting at the heart of our operations. You’ll take ownership of the full customer experience journey, from first enquiry through to after-sales care, while also keeping the day-to-day running of the office ticking over smoothly. No two days will look the same, and that’s part of what makes it interesting.
On the customer side, you’ll manage all inbound communications across phone, email, and digital channels, handling everything from delivery queries and product questions to complaints and after-sales support. You’ll coordinate with our logistics and operations teams to keep customers informed, and you’ll be the person who makes sure nothing falls through the cracks.
On the admin side, you’ll keep the office running efficiently, managing post, fielding brochure requests, supporting with general invoicing and basic finance tasks as required, and making sure the small but important things get done properly.
This role suits someone who is as comfortable picking up the phone to a frustrated customer as they are processing an invoice or chasing a courier. You’ll need strong written and spoken communication, good IT skills, and ideally some familiarity with CX platforms or ticketing systems.
Your Responsibilities
Customer Experience & After-Sales Care
* Be the first point of contact for customer enquiries via phone, email, and online channels, responding promptly and professionally.
* Manage the full customer journey from initial enquiry through to post-purchase care and resolution.
* Handle returns, refunds, and repair requests, following company processes and keeping customers informed throughout.
* Provide proactive after-sales support, following up with customers to ensure satisfaction and resolve any outstanding issues.
* Respond to Trustpilot and other reviews in line with brand guidelines, protecting and enhancing our reputation as the UK’s best-rated outdoor furniture retailer.
* Actively monitor and help maintain our Trustpilot score, working to uphold our position as the UK’s highest-rated outdoor furniture retailer through every customer interaction.
* Flag recurring issues or patterns to your line manager, with suggestions for improvement where relevant.
* Make outbound calls during quieter periods to check in with customers, gather feedback, and identify upsell opportunities.
Logistics & Operations Coordination
* Coordinate with the operations and external logistics teams to follow up on deliveries and resolve any fulfilment issues.
* Track open cases and customer queries end-to-end, ensuring timely resolution and accurate records.
* Liaise with delivery partners and internal teams to manage exceptions, delays, and escalations.
* Use Gorgias (our CX platform) to manage and respond to tickets within agreed timeframes, keeping response and resolution times on track.
Office Administration
* Manage incoming and outgoing post, ensuring timely distribution and dispatch.
* Handle brochure/sample requests promptly, coordinating with the relevant team to fulfil orders.
* Assist with general invoicing and basic finance support tasks as and when required, including raising purchase orders and logging supplier invoices.
* Maintain organised office systems and administrative records, supporting the wider team with day-to-day operational tasks.
* Order and manage office supplies, ensuring the office environment is well-stocked and running smooth
* Flag anything to the marketing team that affects customer communications or tone of voice consistency.
* Support the office with ad hoc administrative and invoicing tasks as required.
Please note: responsibilities may vary due to the seasonality of the business.
Who We’re Looking For
You’re a friendly, organised, and dependable individual who is as comfortable managing admin as you are looking after customers. You take pride in doing things properly, follow through on everything you take on, and stay calm under pressure. You enjoy speaking with people, whether resolving a complaint or sharing good news and bring a positive, can-do attitude to everything you do.
Essential
- Excellent written and spoken communication skills; clear, professional, and warm in tone.
- Strong IT skills with confidence using Microsoft Office, email platforms, and other digital tools.
- Highly organised with good attention to detail and the ability to juggle multiple tasks.
-A proactive, customer-first attitude with the ability to stay calm and solutions-focused under pressure.
-Experience in a customer-facing role.
Desirable
- Experience with CX or ticketing platforms (e.g. Gorgias, Zendesk, Freshdesk, or similar).
- Experience in a logistics, retail, or e-commerce environment.
What We Offer
* 31 days of annual leave, inclusive of bank holidays.
* Company pension scheme.
* Access to an employee discount platform across a wide range of brands.
* The chance to take ownership of a broad, varied role and contribute directly to the success of a trusted, family-owned business with a strong heritage.
* A supportive environment where your ideas are valued, and you’re empowered to grow professionally
Salary description
£32000.00 - £32000.00 per year