EU Customer Service Lead - 12 Month Contract

As the EU Customer Service Lead you will play a pivotal role in elevating the customer experience across COS stores by embedding service excellence and salesmanship through coaching. This role supports store teams and leaders in activating COS core behaviours and actions, driving conversion and pieces per receipt, and replacing external evaluation models with internal capability building. The coach works both digitally and in person across priority markets, starting with a focus on the top 30 stores.

Responsibilities

• Deliver in-store coaching sessions focused on COS's 5 behaviours: Personal, Genuine, Proactive, Expert, Passionate.
• Facilitate role-play scenarios and mini-meetings using objection handling and empathy-based selling techniques.
• Support Store managers and department managers in becoming service coaches.
• Monitor and drive KPIs including conversion, PPR, Training completion and customer feedback via Google review, Trustpilot, and receipt surveys.
• Collaborate with sales and HR teams to share learnings from top 30 stores and scale best practices across the region.
• Contribute to the development of e-learning content aligned with COS Key Phrases and service language (e.g., Acknowledge, Clarify, Elevate).
• Provide quarterly reporting and insights on coaching impact.

Qualifications

• Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership.
• Customer service – Ability to provide excellent service, resolve issues, and ensure customer satisfaction.
• Sales – Skilled in understanding customer needs, handling objections and driving conversion.
• Education and Training – Proficient in designing and delivering coaching sessions, role-play scenarios, and onboarding support.
• Performance Data Interpretation – Ability to interpret KPIs such as CR and PPR to guide coaching focus.
• Digital learning tools – Familiarity with eLearning platforms and microlearning formats.
• Stakeholder Collaboration – Experience working across HR, Sales, and Store management.

Additional Information

This is a full time, 12 month contract based at our Head Office in London.

Benefits

We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP.

In addition to this XX based colleagues also receive:

• 25 days holiday
• Discounts on everyday brands and leisure activities
• Retail Trust membership
• Pension scheme
• Discounted gym membership
• Cycle to work scheme

Inclusion & Diversity

At COS we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.

Brand Description

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

In this role you will have some flexibility to work remotely; however, due to the high level of cross-department collaborations, approximately 4 days per week office presence is required to foster strong collaborations and teamwork.

Application

Ready to apply? Click on the “I’M INTERESTED” link where you can upload your CV securely. Once we have received your application, we will keep you updated regularly about the status of your application, so please look out for our email.

Please note this position is offered on a local contract, therefore you should have the legal right to work in the UK before applying. Other candidates are welcome to register their interest and we will keep you in mind for future opportunities.

Closing Date: Friday 23rd January. We are looking forward to hearing from you!