Customer Experience Specialist- York

Hammonds UK; York and North Yorkshire; Hybrid; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Uncapped Commission

25 days annual leave

Extra day holiday per 5 years of služe

Annual leave purchase scheme

Contributory pension scheme

Perkbox discounts

Job summary

Hammonds UK in York is seeking a Customer Experience Specialist to deliver premium showroom experiences and drive sales through personalised design journeys.

You will welcome customers, guide them through our high-end range, follow up on leads, manage appointments, and collaborate with Design Partners and Sales Managers to maximise opportunities. A passion for interiors and strong communication are essential.

Qualifications

• Experience delivering high-end, personalised customer service.
• Ability to follow up on leads, manage appointments, and handle enquiries efficiently.
• Interest in interiors and design and ability to visualise solutions for customers.

Responsibilities

• 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 for 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.
• 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.
• Future Development: Make minor design adjustments using Articad (training provided if needed) to help customers make confident decisions.

Skills

Customer service

Sales support

Interpersonal skills

Time management

Articad (training)

Tools

Articad

Job description

This year, we proudly celebrate 100 years of Hammonds- a century of helping people create homes that feel beautifully organised and thoughtfully designed. From bedrooms and living spaces to home offices, we design and craft furniture that transforms everyday rooms into functional, elegant spaces that bring order and harmony to the home. Our purpose remains simple: We create a well-ordered home, so our customers can live their lives better.

Proudly a family business with 22 showrooms nationwide, we manufacture our bespoke furniture in Leicestershire, combining exciting design, innovative storage solutions and exceptional craftsmanship, before brining each design to life with care and precision. Driven by passionate people and a clear ambition to be the UK's leading fitted furniture specialists, we step into our second century building on our heritage- doing things properly, with intention and pride, The Hammonds Way.

We are now looking for a trusted Customer Experience Specialist to make a valuable contribution to our business by delivering exceptional customer experiences and supporting the achievement of team and organisational goals. The successful candidate will work with intention, ensuring that every customer interaction reflects the high standards and personalised service that defines the Hammonds Way.

This is an exciting opportunity for a customer- focused and commercially minded individual to play a key role in helping customers create beautifully designed living spaces. As a Customer Experience Specialist, you will be at the heart of the customer journey, building relationships, inspiring confidence, and delivering an outstanding showroom experience. Working within a collaborative and supportive team, you will contribute to the continued success of the Design Centre while demonstrating our values of being Real, Committed, and Creative in everything you do.

What you'll be doing:

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, previousappointments, and showroom visits to re-engage interest and drive sales conversion.

Support inbound customer calls, manage appointments, and handle enquiries efficiently.

Collaborate with internal teams, including Design Partners and Sales Managers, to maximise sales opportunities.

Maintain accuraterecords 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.

• Future Development: Make minor design adjustments using Articad (training provided if needed) to help customers make confident decisions.

What 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 maintaininga 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:

• Tuesdays Closed
• Working Hours: 10am-17:30pm on Mon/Thurs/Fri/Sat 11:30am-19:00pm on Weds & 10:30am-16:30pm on Sun
• Total Weekly Working Hours: 37.5
• Sundays paid at time and a half
• We are open Bank Holidays- day off in lieu will be given for any worked.

As a family business we will provide:

• Uncapped Commission
• 25 days of annual leave
• 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

Why Join Hammonds?

At Hammonds, our colleagues are at the heart of everything we do. Guided by our values of being Real, Committed, and Creative, we work together to create exceptional experiences for both our customers and each other, taking pride in doing things properly, with intention and care.

When you join Hammonds, you'll become part of a supportive family business where your contribution is valued, your ideas are encouraged, and your development is supported. Whether you're working directly with customers, crafting our fitted furniture, or supporting our teams behind the scenes, you'll have the opportunity to make a meaningful impact and build a rewarding career with us.