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Fortnum & Mason Logo Fortnum & Mason · Customer Service

Customer Services Advisor

· Job Posted January 18, 2026
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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 Advisor, helping us deliver world-class service and uphold our heritage of excellence. Reporting to the Customer Service supervisors, 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
  • self-motivated with a proactive attitude to work
  • thrive under pressure, possess meticulous attention to detail
  • ability to prioritise and manage your own workload in order to meet deadlines
  • problem solver with clear focus on customer issue resolution
  • people-centric character
  • clear communicator on both written and verbal contact
  • Microsoft Office

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
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