At a Glance
- Tasks: Manage customer enquiries and keep the office running smoothly.
- Company: Join a family-run business with a strong heritage in furniture design.
- Benefits: Enjoy 31 days of leave, a pension scheme, and employee discounts.
- Other info: Dynamic role with opportunities for professional growth and idea contribution.
- Why this job: Be part of a close-knit team making a real impact on customer experiences.
- Qualifications: Strong communication skills and experience in customer service are essential.
The predicted salary is between 25185 - 28000 £ per year.
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.
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 smoothly.
- 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.
Customer Service & Office Administrator employer: P J Bridgman & Co Ltd
Bridgman is an exceptional employer that fosters a supportive and collaborative work culture, where every team member plays a vital role in delivering outstanding customer experiences. Located in Enfield, our head office offers a dynamic environment with opportunities for professional growth, generous benefits including 31 days of annual leave and a company pension scheme, and the chance to contribute to a family-run business renowned for its quality and heritage. Join us to be part of a passionate team that values your input and encourages you to thrive in a meaningful role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Office Administrator
✨Tip Number 1
Get to know the company inside out! Research Bridgman’s history, values, and products. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer interaction, try role-playing common scenarios with a friend. It’ll help you feel more confident when handling real customer queries.
✨Tip Number 3
Be proactive during your interview! Think of questions you can ask about the team dynamics or how they handle customer feedback. This shows you’re genuinely interested in making a positive impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on being part of the Bridgman family right from the start.
We think you need these skills to ace Customer Service & Office Administrator
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and friendliness into your words. Remember, we’re all about creating exceptional customer experiences, and that starts with genuine communication.
Tailor Your Application:Make sure to tailor your application specifically for the Customer Service & Office Administrator role. Highlight your relevant experience and skills that match the job description. We love seeing how your background aligns with what we do at Bridgman!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured applications that are easy to read, as it reflects your strong written communication skills, which are essential for this role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Bridgman. We can’t wait to hear from you!
How to prepare for a job interview at P J Bridgman & Co Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Bridgman. Understand their history, values, and product offerings. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer inquiries or resolved complaints. Highlight your ability to stay calm under pressure and your proactive approach to ensuring customer satisfaction.
✨Demonstrate Organisational Skills
Since this role involves juggling multiple tasks, be ready to discuss how you manage your time and keep things organised. You could mention specific tools or methods you use to stay on top of your responsibilities.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for customer service, or how they measure success in this role. This shows that you're engaged and thinking about how you can contribute.
