Located in the heart of Piccadilly in 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, and 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.

We are looking for two part-time (22.5 hours and 15 hours p/w) Customer Service Advisors to join our Customer Services team on a one-year rolling contract.

Key Accountabilities

• Working alongside the Customer Service Manager and Head of Customer Service to provide customer feedback and continue to improve our customer service
• Work within a team to ensure all customer feedback is managed and resolved within expected KPI’s
• 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 with early and late shifts
• Ability to multi-task using different channels of communication – phone, email, webchat and social media

Our ideal candidate will have:

• 1 year luxury customer service 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
• Be a people-centric character
• Multi Tasking
• Microsoft Office

In return we offer the following fabulous benefits:

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
• A range of opportunities to develop and grow personally and professionally
• Excellent pension scheme

At Fortnum & Mason we've been innovating for more than 300 years and as part of our mission to deliver a sense of pleasure for the centuries to come. We have grown to be a digitally focused and multi-channel company with the excitement of expanding our family to include those willing to grow with