At a Glance
- Tasks: Deliver exceptional customer service and handle enquiries across multiple channels.
- Company: Join Fortnum & Mason, a luxury brand with a rich history since 1707.
- Benefits: Enjoy competitive salary, bonuses, discounts, and generous holiday leave.
- Other info: Dynamic work environment with opportunities for career growth and development.
- Why this job: Be part of a team that creates memorable experiences for customers.
- Qualifications: 1 year of luxury customer service experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
Fortnum & Mason has been the home of extraordinary experiences since 1707, and our Customer Service team plays a vital role in bringing that standard to life for every customer, across every channel. Based in our Piccadilly Head Office, this is an opportunity for a warm, articulate and solutions-focused individual to represent one of Britain's most iconic luxury brands, handling enquiries with care, confidence and precision. We are looking for someone who understands the pace and expectations of premium service, can build rapport quickly, and takes pride in turning every interaction into a positive and memorable customer experience.
Role Purpose: Reporting to the Customer Service Supervisor and Management team, our Customer Service Advisors should have a strong understanding of luxury customer service and be able to problem solve and engage with all of our customers through all routes of communication. This will result in improved customer loyalty and improve the overall customer experience.
Why work for us:
- Competitive salary and performance-related bonus
- Discretionary annual bonus (up to 5% of salary)
- Up to 40% store and restaurant discounts
- 25 days holiday, plus a day off for your birthday and 5 additional wellbeing days
- Matched pension scheme and excellent career development opportunities
- Opportunities to grow within a diverse and dynamic hospitality business
- Additional annual leave and recognition rewards for long service
Key Accountabilities:
- Manage inbound and outbound customer contacts to ensure excellent service.
- Be responsible for contacts regarding Online and Phone Orders, Restaurants and Reservations, Store and Product enquiries.
- Communicate across multiple channels: phone, email, webchat, WhatsApp, Apple Business Chat, Facebook, Twitter, Instagram, Trustpilot and all other feedback platforms.
- Accurately record customer details and report clearly to improve services across all key areas of the business.
- Collaborate with Customer Service Management to provide feedback and enhance service.
- Identify upsell and cross-sell opportunities while building customer rapport.
- Work as a team to resolve customer feedback and meet KPIs and SLA's by channel.
- Complete Membership enquiries covering, returns, courier reports, open orders, and other admin tasks, working closely with other departments and external partners such as DHL, DPD and IForce.
- Be responsible for complex contacts regarding Food safety, Quality, Fraud, Data Compliance, and sensitive complaints.
- Be responsible for liaising with chefs, maintain up to date knowledge regarding allergens and dietary requirements, and manage restaurant bookings.
- Act as escalation point for our first line team and seasonal recruits.
- Attend training to increase brand, menu and product knowledge for improved sales.
- Provide timely feedback on seasonal events.
- Training and mentoring of seasonal team members.
- Ability to work across multiple operating platforms.
- Coordinate with other departments for special events or complex orders.
- Maintain flexibility in locations and shift patterns, covering 7 days a week including bank holidays.
Our ideal candidate will have:
- 1 year luxury customer service or similar experience in a customer facing role
- Be self-motivated with a proactive attitude to work
- You will thrive under pressure, possess meticulous attention to detail
- Have the ability to prioritise and manage your own workload in order to meet deadlines
- Problem solver with clear focus on customer issue resolution
- Be a people-centric character
- Be a clear communicator on both written and verbal contact
- Proficient in Microsoft Office with capacity to operate within multiple platforms
- This role is based in our Piccadilly Head Office 5 days per week
- Experience within a Contact Centre, Hospitality or Retail environment would be advantageous
We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from all backgrounds and celebrate diversity in all its forms. Our commitment is to provide equal opportunities regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Customer Service Advisor in London employer: Fortnum & Mason
Fortnum & Mason is an exceptional employer, offering a vibrant work culture in the iconic setting of Piccadilly. With a commitment to employee growth and development, we provide ample opportunities for professional advancement alongside generous benefits such as a substantial discount and 25 days of holiday, making it a rewarding place to build your career in tax management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fortnum & Mason. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fortnum & Mason before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fortnum & Mason:Your cover letter is your chance to shine! Tell us why you want to work at Fortnum & Mason specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fortnum & Mason!
How to prepare for a job interview at Fortnum & Mason
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
