Customer Service Advisor

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 with closely with other departments and external partners such as DHL, DPD and IForce.
• Be responsible for complex contacts regarding to 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.