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About the Role
As a Concierge (Customer Service Advisor), you are the frontline of the Orlebar Brown experience, serving as a warm, polished, and intuitive host for global clients. You will ensure every interaction reflects the "holiday better" spirit by managing client inquiries across various channels and collaborating with internal teams to deliver seamless, personal luxury service.
Responsibilities
- Deliver best-in-class service across all communication channels, embodying the OB tone of voice.
- Provide personalized 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 to elevate the client experience.
- Use the ticket management system (Gorgias) to manage conversations, maintain client history, and triage cases.
- Ensure communication is logged clearly, accurately, and in accordance with team workflows.
- Support system process improvements by supplying insights and feedback to management.
- Use OneStock to assist with omnichannel fulfillment, including ship from store, store availability checks, and order reroutes.
- Provide proactive communication to clients regarding fulfillment challenges, offering alternatives and solutions.
- Partner with OB boutiques and franchise teams globally for consistent client support.
- Liaise with E-commerce, Retail, CRM, Marketing, and Logistics teams for alignment and smooth customer journeys.
- Share client insights, feedback, and recurring themes to improve product, service, or UX.
- Assist store teams with concierge-level support for VIP or complex client needs.
- Act as an ambassador for the OB lifestyle, embodying sunshine, travel, culture, and resort living.
- Use client relationships to offer style inspiration and curated recommendations.
- Maintain a refined, modern, and authentic OB presentation style.
Requirements
- 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 organizational skills and ability to manage multiple conversations simultaneously.
- 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.
- 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.
Skills
- Customer Service
- Retail
- Hospitality
- Luxury Brand Environment
- Verbal Communication
- Written Communication
- CRM Systems
- Ticketing Systems
- Gorgias
- Organizational Skills
- Problem-Solving
- Omnichannel Fulfillment
- Styling
- Product Fit
- Product Care
- Lifestyle Recommendations
Location
- London UK
Work Type
- Full-Time
- Hybrid
Experience Level
- 2-4+ years
Salary/Compensations
- Competitive
Benefits
- Private medical insurance covering pre-existing medical conditions
- Ability to add family members to medical insurance
- Online GP app with 24/7 appointments, available within 24 hours
- Cycle scheme participation for tax-exempt bike and/or accessories purchase
- Company pension scheme
- Orlebar Brown and CHANEL product discounts
- Employee-only sales
- Service award incentives
- 1 week Holiday Better time off across the year (paid leave)
- 25 days annual leave plus UK public holidays
About the Company
- Orlebar Brown, part of the Chanel group, launched in March 2007 offering tailored men’s beach and swim shorts.
- The brand has expanded into broader lifestyle collections for Beach, Resort, Coast, and Sport.
- Orlebar Brown's purpose is to encourage, excite, and inspire everyone to ‘Holiday Better’.
- The brand is sold globally through online channels, over 30 O.B. stores, and select retailers and hoteliers.
- The business is built on relationships with international customers and aims to provide world-class service.
- Orlebar Brown focuses on creating an inclusive culture that nurtures personal growth and values individual uniqueness.
Equal Opportunity
- 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.