Customer Service Supervisor

At Fortnum & Mason, exceptional service is part of our story. For more than 300 years, we have been delighting customers with extraordinary products, memorable experiences and a distinctly personal approach. As our Customer Service Supervisor, you will play a key role in upholding this prestigious heritage, leading and supporting a team who bring warmth, care and precision to every customer interaction. This is an opportunity to be at the heart of one of Britain’s most iconic luxury brands, helping to ensure every enquiry, booking and moment of service reflects the standards Fortnum’s is renowned for.

Role Purpose

The purpose of a Customer Service Supervisor is to lead and support the customer services team to ensure high-quality, efficient, and consistent service delivery. The role focuses on improving customer satisfaction, resolving escalated issues, coaching team members, and ensuring that service standards, policies, and performance targets are met.

Why Work For Us

• Competitive salary and performance-related bonus
• Discretionary annual bonus (up to 5% of salary)
• Up to 40% store and restaurant discounts
• 25 days holiday, plus a day off for your birthday and 5 additional wellbeing days
• Matched pension scheme and excellent career development opportunities
• Opportunities to grow within a diverse and dynamic hospitality business
• Additional annual leave and recognition rewards for long service

Key Accountabilities

• Responsible for daily supervision of the core and seasonal team, ensuring you are the first point of contact for support and escalations.
• Act as a role model by demonstrating excellent leadership, professionalism, and adherence to company values while guiding and supporting the team.
• Oversee and ensure adequate cover across all channels and tasks to ensure SLA’s are delivered and tasks completed in day.
• Support with the preparation, recruitment, and training of new starters in the department, and support other departments where required, alongside regular coaching and training.
• Proactively drive the Department by sharing and implementing ways to improve processes and flagging potential issues which may have a wider business impact.
• Whilst the role is office based; we must be available for isolated face to face interactions were needed.
• Be responsible for hosting the daily team meetings, clear communication cascade, attending weekly management meetings, and participating in meetings in the ASM’s absence.
• Be responsible for liaising with chefs, maintain up to date knowledge regarding allergens and dietary requirements, manage restaurant bookings and handle escalations.
• Work closely with the Membership team to ensure full feedback loop and knowledge share of customer feedback, and support in cascading Membership updates to the CS team.
• Ensure customers receive timely, professional, and accurate support by maintaining high service quality standards and acting as the primary point of contact for complex or sensitive issues, such as Food safety, Quality, Fraud, Data Compliance, escalations and Exec escalations.
• Carry out regular team feedback, 1:1 reviews, Probations, PDR’s and RTW’s and support the Assistant Manager in managing absence and timekeeping.
• Complete weekly and monthly Analysis and feedback to the senior management group.
• Support the team during times of absence and holidays.
• Maintain flexibility in locations and shift patterns, covering 7 days a week including bank holidays.
• Ability to work across multiple operating platforms.
• Coordinate with other departments for special events, menus or complex orders.
• Manage productivity and QC for all core and temporary teams.