Customer Service Supervisor Job at Fortnum & Mason

Customer Service Supervisor

Fortnum & Mason

Location:
United Kingdom

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

Join our Fortnum and Mason Customer Services Team! Fortnum & Mason has been the home of extraordinary experiences since 1707. We are now seeking an exceptional individual with a strong retail background to join us as a Customer Services Assistant Manager, helping us deliver world-class service and uphold our heritage of excellence. Reporting to the Customer Service supervisors 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. The purpose of your role is to deal with customer enquiries through a range of channels that relate to products, processing orders and dealing with customer feedback (both positive and negative); ensuring continuity in customer experience throughout the business. Monitoring and analysis of customer feedback and reporting this information to senior management. You will offer the highest level of service to our internal and external customers providing them with a great brand experience, basics brilliantly and right first time.

Job Responsibility:

Responsible for daily supervision of the team, ensuring you are the first point of contact for support and escalations
Show initiative and ownership for both customer enquiries and team management
Responding to customer enquiries via all channels in a timely manner
Ensuring all daily tasks for the department are allocated and completed
Support with the preparation, recruitment, and training of new starters in the department, and support other departments where required
Support with regular training and development of the team
Support with escalations, CEO escalations and resolution
Flag potential issues which are reported by advisors and customers and may have further impact on the brand or other customers
Proactively drive the Department by sharing and implementing ways to improve processes
Complete all administration accurately and to the highest quality
Support the Customer Service Manager and Assistant Manager to ensure all teams deliver as expected through all channels
Ensuring all areas have sufficient cover to run smoothly
Face-to-face customer service with customers on the shop floor and resolving escalations from the team
Carry out regular team 1:1 review and PDR’s
Completing Return to work and support the Assistant Manager in managing absence, timekeeping and probationary reviews
Analysis and feedback to the senior management group and the rest of the business regarding customer feedback and the cost implications
Supporting Christmas seasonal recruits and the core team, reporting back on daily duties
Support the team during times of absence and holidays
Flexibility in hours and locations
Manage productivity and QC for all core teams

Requirements:

1 year of luxury customer service experience in a customer-facing role
Be self-motivated with a proactive attitude to work
Excellent interpersonal and communication skills
Experience in collating and analysing data
A passion for our brand
High level of integrity and professionalism
Ability to maintain confidentiality and exercise discretion
Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved
You will thrive under pressure and possess meticulous attention to detail
Have the ability to prioritise and manage your own workload to meet deadlines
Be a people-centric character
Multi-Tasking
Excellent telephone manner
Strong customer service focus
Planning and organisation skills
Attention to detail
Adaptable and versatile in learning and understanding new technologies
Great Microsoft Office skills

What we offer:

Competitive salary and annual bonus (up to 5%)
Generous store and restaurant discount (up to 40%)
28 days holiday (including bank holidays)
Defined development scheme to grow your career
Monthly staff shop and excellent pension scheme

Additional Information:

Job Posted:
January 18, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Fortnum & Mason - All Job Offers

Job Link Share: