Customer Services Advisor


Where? Our Head Office in Luton (moving to Great Gaddesden Summer 2021)

With? Customer Services Team

Working Hours? 37.5 hours or as necessitates the role

Reporting to? Customer Services Manager


Your overall responsibility is...

To deliver exceptional customer service over the phone, live chat and by email ensuring customers receive a great shopping experience that befits our luxury brand, whilst fulfilling all website orders in a timely and accurate fashion.


Your key characteristics for success...

  • Enthusiastic and passionate about the brand; confident in sharing our story with customers
  • A love of dealing with people to deliver high levels of customer service whilst seizing sales opportunities
  • Able to work in a fast paced environment and use initiative and grit to effectively problem solve
  • A logical and meticulous working style in order to stay organised and identify errors or ways to improve

Your role...


Customer Service

  • Assist with all customer queries including order enquiries, faulty goods, returns, complaints, product information and personal shopping
  • Resolve all queries efficiently and to a satisfactory result for the customer and the company
  • Ensure customer feedback is communicated to the appropriate channels within the business

Web and Mail Order Fulfilment

  • Using your product knowledge and sales skills to introduce appropriate products to customers and to take their orders over the phone 
  • Collate all web orders placed
  • Checking payments and orders to ensure any fraudulent activity is dealt with appropriately to protect the company from loss
  • Despatch of all orders within the required time frame
  • Daily reporting of department statistics
  • Liaison with web team to ensure that trends/customer comments/buying trends fed back into future planning
  • Monitoring live chat as necessary
  • Ensuring the web warehouse is tidy and holding the correct stock at all times


  • Administration of customer returns, refunds, exchanges or replacements
  • Collate information and reporting monthly figures
  • Ensure customer returns are converted into an exchange where possible

Adhoc duties

  • Assist in providing reception services; answering calls, emails, greeting guests
  • Other ad hoc duties as required

To apply, please send a copy of your CV and short covering letter to

Please note that we are hoping to appoint the successful candidate to start as soon as covid-security measures allow.