At a Glance
- Tasks: Deliver exceptional customer service and create memorable experiences for our global clients.
- Company: Join Orlebar Brown, a luxury lifestyle brand under the Chanel group.
- Benefits: Enjoy competitive pay, health perks, discounts, and a supportive work culture.
- Other info: Dynamic team environment with opportunities for personal growth and development.
- Why this job: Be the face of a brand that inspires people to 'Holiday Better' every day.
- Qualifications: Experience in customer service or retail, with a passion for travel and style.
The predicted salary is between 27000 - 33000 £ per year.
ROLE TYPE: Full Time (FTC)
DEPARTMENT: Customer Service (Concierge)
REPORTING TO: Head Concierge
LOCATION: Fitzrovia, London
SALARY: Competitive
COMPANY PROFILE: Orlebar Brown (Chanel group) launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. The brand has rapidly gained global recognition and is sold through online, more than 30 O.B. stores, and the best retailers and hoteliers in the world.
THE POSITION: As a Concierge (Customer Service Advisor), you are at the front line of the Orlebar Brown experience - a warm, polished, and intuitive host for our global clients. You will manage client enquiries through email, phone, instant messaging, social platforms, and occasionally assist internal partners such as retail teams. Your work will directly shape client loyalty, satisfaction, and ongoing engagement with the OB lifestyle.
GENERAL RESPONSIBILITIES:
- Client Experience Excellence: Deliver best‑in‑class service across all communication channels, ensuring each interaction embodies the OB tone of voice. Provide personalised assistance on product selection, fit, styling, sizing, care, and lifestyle recommendations. Handle daily queries relating to orders, delivery delays, returns, repairs, and general troubleshooting.
- CRM, Ticketing & Technology Systems: Use our ticket management system (Gorgias) to manage conversations, maintain client history, and triage cases effectively.
- Omnichannel Collaboration & OneStock Engagement: Use OneStock to assist with omnichannel fulfilment, including ship from store, store availability checks, and order reroutes.
- Partnership with Global Internal Teams: Liaise with E commerce, Retail, CRM, Marketing, and Logistics teams to ensure alignment and smooth customer journeys.
- Brand Representation & Lifestyle Connection: Act as an ambassador for the OB lifestyle - embodying sunshine, travel, culture, and effortless resort living.
CANDIDATE PROFILE:
- 2–4+ years in customer service, retail, hospitality, or a lifestyle brand environment.
- Exceptional verbal and written communication skills.
- Confidence in handling complex or escalated service issues.
- Comfortable using CRM/ticketing systems; experience with Gorgias or similar platforms desirable.
- Strong organisational skills and ability to manage multiple conversations at once.
OUR IDEAL CANDIDATE:
- Warm, intuitive, and client‑focused.
- Possesses an innate sense of style and attention to detail.
- Enjoys problem‑solving and thrives in a fast‑paced, international environment.
- Agile and proactive.
WHAT WE OFFER:
- Diverse working environment.
- Chance to train and develop your skills.
- Competitive benefits package including private medical insurance and company pension scheme.
- Orlebar Brown and CHANEL product discounts.
At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
Customer Service Advisor (Concierge), London HQ London HQ · London HQ employer: Orlebar Brown
Orlebar Brown is an exceptional employer, offering a vibrant work culture in the heart of London where creativity meets finance. Employees benefit from a competitive package, opportunities for professional growth within a prestigious luxury brand, and the chance to contribute to innovative projects that drive efficiency and compliance. Join a supportive team that values your contributions and fosters a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Concierge), London HQ London HQ · London HQ
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orlebar Brown. 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 Orlebar Brown 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 (Concierge), London HQ London HQ · London HQ
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 Orlebar Brown:Your cover letter is your chance to shine! Tell us why you want to work at Orlebar Brown 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 Orlebar Brown!
How to prepare for a job interview at Orlebar Brown
✨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.
