Job Description: Customer Service Executive
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.
Your Responsibilities
1. Deliver excellent customer service across all CX channels, including phone, email and live chat, responding to queries in a timely and professional manner.
2. Take full ownership of the customer support phone line, ensuring all calls are answered promptly and handled with care.
3. Provide post-sales follow-up calls and emails to offer continued support and build lasting customer relationships.
4. Keep customers updated on order progress, delivery timelines, and any delays, proactively communicating to manage expectations.
5. Assist the sales team with customer purchases when required, supporting a smooth and positive buying experience.
6. Accurately log and maintain customer interactions and records using the CRM system.
7. Resolve customer complaints and issues calmly and effectively, escalating only when necessary.
8. Maintain an excellent level of product knowledge across the Bridgman range, enabling confident and informed conversations with customers.
9. Work closely alongside the warehouse team to manage exchanges and refunds, ensuring these are processed accurately and communicated to customers in a timely manner.
10. Ensure all inbound orders are dealt with promptly and accurately logged, maintaining up-to-date records and flagging any discrepancies.
11. Represent Bridgman’s brand values in every interaction, maintaining the high standards expected of a luxury retailer.
Who We’re Looking For
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.
You will bring:
* 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)
* Overtime opportunities available during peak periods
* 31 days’ annual leave (including bank holidays)
* Access to a discount marketplace with exclusive employee perks and offers
* Company pension scheme
* Free office lunches
* Free on-site parking
* 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
Salary description
£14.50 - £14.50 per hour