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 Assistant Manager, helping us deliver world-class service and uphold our heritage of excellence.


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.


The purpose of your role is to deal with customer enquiries through a range of channels that relate to products, processing orders and dealing with customer feedback (both positive and negative); ensuring continuity in customer experience throughout the business. Monitoring and analysis of customer feedback and reporting this information to senior management. You will offer the highest level of service to our internal and external customers providing them with a great brand experience, basics brilliantly and right first time.

Key Accountabilities:

Responsible for daily supervision of the team, ensuring you are the first point of contact for support and escalations. Show initiative and ownership for both customer enquiries and team management. Responding to customer enquiries via all channels in a timely manner. Ensuring all daily tasks for the department are allocated and completed. Support with the preparation, recruitment, and training of new starters in the department, and support other departments where required. Support with regular training and development of the team. Support with escalations, CEO escalations and resolution. Flag potential issues which are reported by advisors and customers and may have further impact on the brand or other customers. Proactively drive the Department by sharing and implementing ways to improve processes. Complete all administration accurately and to the highest quality. Support the Customer Service Manager and Assistant Manager to ensure all teams deliver as expected through all channels. Ensuring all areas have sufficient cover to run smoothly. Face-to-face customer service with customers on the shop floor and resolving escalations from the team. Carry out regular team 1:1 review and PDR's Completing Return to work and support the Assistant Manager in managing absence, timekeeping and probationary reviews. Analysis and feedback to the senior management group and the rest of the business regarding customer feedback and the cost implications Supporting Christmas seasonal recruits and the core team, reporting back on daily duties Support the team during times of absence and holidays. Flexibility in hours and locations. Manage productivity and QC for all core teams.

We expect the successful candidate to have the following skills and experience:

1 year of luxury customer service experience in a customer-facing role Be self-motivated with a proactive attitude to work. Excellent interpersonal and communication skills Experience in collating and analysing data. A passion for our brand High level of integrity and professionalism. Ability to maintain confidentiality and exercise discretion. Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Be self-motivated with a proactive attitude to work. You will thrive under pressure and possess meticulous attention to detail. Have the ability to prioritise and manage your own workload to meet deadlines. Be a people-centric character. Multi-Tasking Excellent telephone manner Strong customer service focus Planning and organisation skills Attention to detail. Adaptable and versatile in learning and understanding new technologies. Great Microsoft Office skills This role is based in our Piccadilly Head Office 5 days per week

In Return, 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.

This is an exciting opportunity to showcase your passion for luxury retail and customer experience while developing your career within an iconic brand.


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.