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Fortnum & Mason Logo Fortnum & Mason · Customer Service

Customer Services Advisor - Maternity Cover

United Kingdom, London · Job Posted June 10, 2026
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Job Description

Our Head Office department is in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops. Role Purpose: 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.

Job Responsibility

  • Handling inbound and outbound customer contact to ensure we support customers in resolving their queries and strive to deliver exceptional service
  • Ability to multi-task using various channels of communication – phone, email, webchat, WhatsApp, Apple Business Chat, Facebook, Twitter and Instagram
  • Record accurate customer contact information and apply clear reporting in order to allow the business to continue to improve the service provided
  • Ensure all assigned contacts are handled within the specified SLAs against each channel of communication
  • Working alongside the Customer Service Management team to provide customer feedback and continue to improve our customer service
  • Being aware of opportunities to upsell, cross-sell and build rapport with our customers to improve on the overall customer experience
  • Work within a team to ensure all customer feedback is managed and resolved within expected KPI’s
  • Support on tasks such as Customer Returns, Courier reports, Open orders and other admin
  • Attend training sessions to continue to develop your knowledge of the brand and products, and use this to support sales when working with our customers
  • Prepare feedback specifically around seasonal events in a timely manner
  • Once fully trained, support new starters and seasonal recruits in the team and lead by example in delivering customer service
  • Working with other areas of the business to share feedback and manage events or customer orders which required additional attention
  • Flexibility in shift work as we are open 7 days a week including bank holidays, with early and late shifts

Requirements

  • 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
  • Microsoft Office
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