Careers

About Bentley Designs

At Bentley Designs, we are a proud, family-owned business with a legacy spanning four decades. As one of the UK and Ireland’s leading furniture suppliers, we are known for combining timeless craftsmanship with design-led innovation, producing stylish, high-quality ranges for the modern home. We have built trusted relationships with quality national and independent retailers throughout the UK. Our success is rooted in excellent customer service, long-term partnerships and a commitment to continuous improvement.

Job Opportunity: Customer Service Manager

Location: Bicester (Hybrid working available).

Reports to: General Manager & Office Manager.

The Role

We’re hiring a Customer Service Manager to join our office-based team in Bicester. Your mission is to manage the Customer Service team in the day-to-day customer service operations, ensuring orders are processed accurately and delivered on time while providing excellent support to our clients and sales managers. You’ll be the first point of contact for customer queries, coordinating across departments and logistics partners to resolve issues quickly and efficiently. This role is critical to maintaining our high service standards and nurturing long-term customer relationships.

Key Responsibilities

Order Management & Delivery Coordination

• Process daily orders and maintain clear visibility over order status, ensuring accurate and timely deliveries.
• Run daily, weekly and monthly reports, and distribute weekly delivery schedules to customers.
• Track display orders and new lines to maximise sales opportunities.
• Manage direct container orders in partnership with the operations team.

Customer Support & Escalation

• Serve as the escalation point for all customer queries, pre- and post-sale.
• Provide first-line support to our sales managers and assist other departments with problem-solving on delivery schedules and stock queries.
• Manage the orders inbox, ensuring every enquiry is actioned promptly.
• Cover departmental tasks during absences to maintain consistent service levels.

Service Resolution & Claims

• Manage and report on all service issues. Track and report on KPI's.
• Investigate and resolve service issues, including service requests, arranging replacement parts or units and coordinating third-party services.
• Work with external logistics partners to track deliveries and resolve delivery queries.
• Raise failed-delivery claims and negotiate credits where appropriate.

Relationship Management & Communication

• Build and maintain strong relationships with customers, providing timely, empathetic and effective communication.
• Liaise with sales managers on complex issues to find fair, consistent solutions for all parties.
• Manage and update process notes and share weekly performance summaries with the management team.
• Support key accounts by providing tailored order updates and helpful guidance on using our website for stock checks and orders.

What We’re Looking For

• Proven experience in customer service, order management or sales coordination.
• Exceptional organisational skills and the ability to prioritise multiple tasks.
• Strong problem-solving abilities and a logical, fair approach to complex issues.
• Excellent communication skills (phone and email) with the tact to handle difficult conversations calmly and empathetically.
• Working knowledge of ERP systems (experience with Exchequer or Microsoft Dynamics Business Central is advantageous) and good Microsoft Office skills.
• A customer-first mindset with the ability to build positive relationships and provide consistent, high-level service.
• Furniture or home interiors experience is advantageous but not essential.
• A team player who is reliable, adaptable and eager to support colleagues across the business.

Why Join Us?

You will join a family-owned business with four decades of experience and a reputation for quality. In this central, office-based role, you’ll be part of a supportive team that values collaboration and continuous improvement. You’ll help maintain our high service standards and play a key part in keeping our customers happy and our operations running smoothly. If you’re an organised, customer-focused professional looking to build a career with a respected furniture supplier, we’d love to hear from you.

How to Apply

Please email your CV to Georgina Hall at enquiries@bentleydesigns.com or click on the link below.

Job Opportunity: Key Account Handler - Customer Services

Location: Bicester (Hybrid working available).

Reports to: Customer Services Manager.

The Role

As a Key Account Handler, you will provide proactive and attentive customer service to all accounts within your designated sales territory. You’ll act as the reliable point of contact for key customers, maintain accurate order processing and resolve queries promptly. This role supports both the Customer Services Manager and Area Sales Managers, focusing on building relationships with customers, ensuring orders flow smoothly, and keeping everyone informed from order placement to delivery.

Key Responsibilities

Account Management & Customer Care

• Manage the customer service activity within a designated territory, maintaining detailed knowledge of each key customer’s needs.
• Handle daily service requests, delivering timely updates to customers and relevant internal teams.
• Build strong working relationships with key customers and their Area Sales Managers, acting as a dependable point of contact for queries.

Order & Service Administration

• Process customer orders accurately and promptly via our ERP system, including direct container orders from placement to shipment.
• Manage collection requests, cancellations and amendments.
• Oversee the spare parts process – picking, packing and maintaining stock levels.
• Own the ordering process for specific key accounts, uploading daily order and stock data to ERP and coordinating weekly collections.
• Generate weekly reports for accounts to track outstanding orders and delivery dates.
• Chase outstanding service or collection issues to resolution.

Reporting & Communication

• Produce and distribute regular reports to key customers and internal stakeholders, including weekly delivery schedules and stock updates.
• Liaise with the Transport Department to monitor outstanding deliveries, ensuring customers are informed and issues are resolved efficiently.
• Answer general phone and email enquiries from customers and end consumers, escalating persistent issues to the Customer Services Manager.

Cross-Department Collaboration

• Coordinate with accounts, transport and operations teams to manage orders and logistics effectively.
• Support Area Sales Managers by providing account updates and contributing to department development and KPIs.
• Assist other departments when needed and help maintain clean, organised workspaces (e.g. spare parts room).

What We’re Looking For

• Strong customer service and account-management skills with excellent communication and problem-solving abilities.
• Attention to detail and accuracy in data entry and follow-up enquiries.
• Proficiency in order processing and familiarity with ERP systems (experience with Microsoft Dynamics Business Central is advantageous) and good Microsoft Office skills.
• Able to remain calm, empathetic and diplomatic when handling demanding customers or complex queries.
• Team player with experience working cross-functionally.
• Ability to prioritise multiple tasks and remain resilient under pressure.
• Prior customer service experience (furniture or home interiors advantageous but not essential).

Why Join Us?

You will join a family-owned business with four decades of experience and a reputation for quality. In this central, office-based role, you’ll be part of a supportive team that values collaboration and continuous improvement. You’ll help maintain our high service standards and play a key part in keeping our customers happy and our operations running smoothly. If you’re an organised, customer-focused professional looking to build a career with a respected furniture supplier, we’d love to hear from you.

How to Apply

Please email your CV to Georgina Hall at enquiries@bentleydesigns.com or click on the link below.