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. Reports to: Senior Customer Services Advisors/Customer Services Supervisor Key interfaces: The role holder will interact with customers, as well as colleagues both within and out with their department, senior managers and business leaders. 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 Role Specific Criteria (Experience/Behaviours/Technical Ability) 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 We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards. In return, we offer: A competitive salary A generous store and restaurant discount of up to 40% 25 days holidays (excluded 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