Private Client Support in Basingstoke

Reporting To: Head of Customer Services

Location: Basingstoke, with hybrid working and occasional travel to London

The job in a nutshell

In this role, you’ll provide dedicated administrative support to our Private Client Managers, helping them deliver an exceptional level of service to customers. This is a varied and detail-oriented role, with a strong focus on the effective administration of customer accounts, accurate record management, order processing, and the handling of customer and internal enquiries. You will coordinate activities with colleagues across the business to ensure queries are resolved efficiently and processes run smoothly.

You will play a key role in maintaining accurate customer information, managing communications, and ensuring internal processes are completed to a high standard. Through your organised and proactive approach, you will help ensure the smooth day-to-day operation of the team, enabling Private Client Managers to focus on building strong customer relationships and delivering an outstanding customer experience.

Who you will work with

• Internal: Private Client Managers, Buying, BBX, Marketing/Digital Teams, Customer Service, Events & Experiences, Finance and Supply Chain
• External: Private Client Customers – House of 1698 and Cellar Club

What you will do

• Manage and prioritise customer enquiries, ensuring timely resolution or escalation to the appropriate team.
• Provide administrative and operational support to Private Client Managers, including cover during absences and assistance with customer orders.
• Maintain accurate customer and account records, ensuring data integrity across systems.
• Support customers with account administration, documentation requests, payment updates, and general enquiries.
• Coordinate UK and international wine deliveries, export requests, and fulfilment activities.
• Monitor and manage unconfirmed orders, cancellations, and customer communications.
• Support gifting requests and prepare customer-facing communications, including gift letters and product information.
• Provide administrative support for events, customer experiences, and client trips, including invitations, attendee management, and purchase order processing.
• Work collaboratively with Buying, Exports, Cellar, Marketing, Finance, and Customer Service teams to resolve customer and supply-related issues.
• Deliver an exceptional customer experience through proactive communication, problem-solving, and efficient administration.

What you will bring to the role

• Previous experience in an administrative, customer service or sales support role, ideally within a premium, luxury, retail, hospitality or customer-focused environment.
• Strong organisational skills, with the ability to manage a varied workload, prioritise effectively and balance regular administration with time-sensitive customer and colleague requests.
• A high level of accuracy and attention to detail, particularly when maintaining customer records, processing information and handling account administration.
• Confident communication and relationship-building skills, with experience working across teams to resolve queries and provide a high standard of service.
• A proactive and customer-focused approach, with the confidence to take ownership, use initiative and support colleagues in delivering an excellent customer experience.

Experience / Achievements

• Experience coordinating activity across multiple teams to complete customer requests, resolve operational issues and support service delivery.
• Experience liaising with stakeholders across the business, following up on actions and keeping work moving through to resolution.
• Confident using Microsoft 365, particularly Excel, with the ability to work accurately with customer information, reports and shared documents; experience using CRM or order management systems would be beneficial.
• Experience maintaining accurate customer, order or account information, with an understanding of the importance of data accuracy and process compliance.

Your Skills, Knowledge and Behaviours

• Excellent administrative and customer service skills, with strong attention to detail and the ability to complete tasks accurately, consistently and to a high standard.
• Highly organised and efficient, with the ability to manage time effectively, prioritise a varied workload and meet deadlines in a busy environment.
• Proactive, accountable and solutions-focused, taking ownership of tasks, anticipating what is needed and supporting others to deliver a high level of service.
• Collaborative and relationship-focused, with the confidence to work collaboratively with customers, Private Client Managers and colleagues across the wider business.
• An interest in fine wine and spirits, with a willingness to continue developing product knowledge and confidence in discussing our products with customers and colleagues.

Qualifications

• WSET Level 2 or above is preferred, or a willingness to work towards this qualification.

We support our colleagues with a wide range of benefits: Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.

Closing Date: 2nd October 2026

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.