Customer Service Executive

**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** •      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. **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