Customer Experience Specialist- Full Time in London

At Hammonds, we've been helping people transform their homes for over 90 years, designing and installing fitted furniture. We bring order and calm to everyday lives. As a family business working nationwide with 20 showrooms, we have ambitious plans for growth. We are proud to manufacture all our furniture in Leicestershire, offering our customers a comprehensive design, manufacture and installation service.

As a Customer Experience Specialist, you'll be at the heart of our fitted furniture Design Centre, delivering outstanding service while helping customers bring their ideas to life. You'll welcome both new and returning customers, creating a personalised and engaging experience that inspires confidence and excitement. Using your product knowledge, creative insight, and solution-focused approach, you'll guide customers through their design journey, adapting plans where needed and supporting them to make the right choices. Experience with Articad design software is a plus, but full training will be provided for the right candidate. Your role is key in turning interest into sales and ensuring every customer feels valued and inspired.

The role:

• Welcome and engage customers in the Design Centre, delivering a personalised and professional experience.
• Guide customers through our product range, offering tailored advice and visualising solutions to enhance their homes.
• Follow up on leads, previous appointments, and showroom visits to re-engage interest and drive sales conversion.
• Support inbound customer calls, manage appointments, and handle enquiries efficiently.
• Make minor design adjustments using Articad (training provided if needed) to help customers make confident decisions.
• Collaborate with internal teams, including Design Partners and Sales Managers, to maximise sales opportunities.
• Maintain accurate records of customer interactions, follow-ups, and sales activity.
• Ensure the Design Centre is presented to a high standard and report any maintenance or display issues.
• Contribute to team sales targets and KPIs through proactive customer engagement and service excellence.
• Act as a key holder, supporting independent opening and closing of the Design Centre as required.

You will bring:

• A passion for delivering high-end, personalised customer service that reflects our premium brand.
• Confidence in welcoming and engaging customers, building rapport, and guiding them through their design journey.
• Strong organisation and time management skills, with the ability to follow up on leads, manage appointments, and handle enquiries efficiently.
• Attention to detail in maintaining a polished, professional showroom environment.
• A natural flair for interiors and design, helping customers visualise solutions that enhance their homes.
• Excellent communication and interpersonal skills, with the ability to influence decisions through service-led, consultative approaches.
• Team player mindset, collaborating with colleagues and field-based designers to maximise opportunities.
• Tech-savvy and willing to learn new systems, including Articad, with a mindset for continuous development and improvement.

Your Working hours/ pattern will be:

• Weds/ Thurs/ Fri/ Sat/ Mon 10am - 17.30pm except for Weds
• Weds 11.30am - 19.00pm
• We are open Bank Holidays – day off in lieu will be given for any worked

As a family business we will provide:

• Uncapped Commission
• 33 days of annual leave (including bank holidays)
• 1 extra day holiday per 5 years of service
• Additional annual leave purchase scheme
• Contributory pension scheme
• Access to discounts through Perkbox
• A supportive and creative team environment where your contributions make an impact

Come and join us today, if you're motivated, enthusiastic, and passionate about design and delivering outstanding customer experiences, we'll provide the guidance and environment to help you thrive.