Customer Service Advisor (Concierge), London HQ

JOB TITLE Customer Service Advisor (Concierge)

ROLE TYPE Full Time (FTC)

DEPARTMENT Customer Service (Concierge)

REPORTING TO Head Concierge

LOCATION Fitzrovia, London

SALARY Competitive

COMPANY PROFILE

Orlebar Brown (Chanel group) launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers.

Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning.

The brand has rapidly gained global recognition and is sold through online, more than 30 O.B. stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O.B. should be there to help you do it better.

Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O.B. community.

THE POSITION

As a Concierge (Customer Service Advisor), you are at the front line of the Orlebar Brown experience - a warm, polished, and intuitive host for our global clients. Whether responding to a message from the other side of the world or guiding a client through the perfect resort look, you ensure every interaction reflects our unique “holiday better” spirit.

You will manage client enquiries through email, phone, instant messaging, social platforms, and occasionally assist internal partners such as retail teams. You will help ensure that every touchpoint is seamless, personal, and reflective of luxury service standards. Your work will directly shape client loyalty, satisfaction, and ongoing engagement with the OB lifestyle.

You will collaborate closely with the Team Leader, Head Concierge, and wider global teams, playing an essential role in delivering a truly omnichannel service environment.

GENERAL RESPONSIBILITIES

Client Experience Excellence

• Deliver best‑in‑class service across all communication channels, ensuring each interaction embodies the OB tone of voice - polished yet relaxed, warm yet efficient.

• Provide personalised assistance on product selection, fit, styling, sizing, care, and lifestyle recommendations.

• Handle daily queries relating to orders, delivery delays, returns, repairs, and general troubleshooting.

• Approach every interaction with empathy, curiosity, and a genuine desire to exceed expectations.

• Anticipate needs and offer proactive solutions that go beyond the initial request, elevating the client experience.

CRM, Ticketing & Technology Systems

• Use our ticket management system (Gorgias) to manage conversations, maintain client history, and triage cases effectively.

• Ensure communication is logged clearly, accurately, and in accordance with team workflows.

• Support improvements in system processes by supplying insights and feedback to the management team.

Omnichannel Collaboration & OneStock Engagement

• Use OneStock to assist with omnichannel fulfilment, including ship from store, store availability checks, and order reroutes.

• Provide proactive communication to clients when fulfilment challenges arise, offering alternatives and creative solutions.

• Partner with OB boutiques and franchise teams globally to ensure clients receive consistent, timely support regardless of time zone.

Partnership with Global Internal Teams

• Liaise with E commerce, Retail, CRM, Marketing, and Logistics teams to ensure alignment and smooth customer journeys.

• Share client insights, feedback, and recurring themes that can improve product, service, or UX.

• Assist store teams with concierge level support for VIP or complex client needs.

Brand Representation & Lifestyle Connection

• Act as an ambassador for the OB lifestyle - embodying sunshine, travel, culture, and effortless resort living.

• Use client relationships to offer style inspiration and curated recommendations that reflect a luxury holiday mindset.

• Maintain a presentation style that feels refined, modern, and authentically OB.

CANDIDATE PROFILE
2–4+ years in customer service, retail, hospitality, or a lifestyle brand environment (luxury experience advantageous).

• Exceptional verbal and written communication skills, able to adapt tone to match client needs.

• Confidence in handling complex or escalated service issues with calm and clarity.

• Comfortable using CRM/ticketing systems; experience with Gorgias or similar platforms desirable.

• Strong organisational skills and ability to manage multiple conversations at once.

• A natural affinity for travel, sunshine, and resort‑wear lifestyle - passionate about the Orlebar Brown ethos.

• A team player with a positive, engaging, and solutions‑oriented mindset.

OUR IDEAL CANDIDATE

• Warm, intuitive, and client‑focused - effortlessly building rapport and trust.

• Possesses an innate sense of style, attention to detail, and appreciation for premium experiences.

• Enjoys problem‑solving and thrives in a fast‑paced, international environment.

• Agile and proactive: comfortable switching between channels, tasks, and tools with ease.

• Embodies the OB lifestyle: curious, culturally aware, passionate about global destinations, sunshine, and holiday energy.

WHAT WE OFFER

• Being part of a diverse working environment of people who we learn from every day

• The chance to train and develop your skills in a fast-working environment

• Competitive benefits package:

  • Physical wellbeing: Private medical insurance covering pre-existing medical conditions and the ability to add family members, an online GP app with 24/7 appointments, available within 24 hours, and cycle scheme participation for tax-exempt bike and/or accessories purchase.

  • Financial wellbeing: Company pension scheme.

  • Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.

  • Employee Recognition: Service award incentives, 1-week office closure in August to practice what we preach (paid leave and separate from 25 days annual leave plus UK public holidays).

It’s never just a job at Orlebar Brown. It’s a way of life. We live and breathe our brand values – Tailored, Vibrant and Brave. Our team define who we are and how we get the job done.

At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Orlebar Brown.

Direct applications only. Recruitment agencies – thanks for reading – but we’ve got this one covered!