Orlebar Brown
Customer Service Advisor
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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, their distinctive side fasteners make them more than just swimwear—the original and best shorts you can swim in.
Today, our collections expand beyond swimwear to embody broader Beach, Resort, Coast, and Sport lifestyles. With seasonal product drops—new capsules, categories, and services—we keep customers excited and engaged.
Our stated purpose is to inspire everyone to “Holiday Better”. Since 2007, we’ve built a globally recognised brand sold through online channels, +30 O.B. stores, and the world’s best retailers and hoteliers. Our clientele is international—whether they’re in St Barth’s for Christmas, Dubai for a conference, or sailing in St Tropez, O.B. aims to help them enjoy their experiences more.
Built on relationships, we deliver world-class service anytime, anywhere, while continuing to welcome new customers into our growing O.B. community.
The Position
As a Concierge (Customer Service Advisor), you’re the heart of the Orlebar Brown experience—an intuitive, polished, and warm host for our global clients. Whether assisting via email, phone, messaging, or social media, or partnering with internal teams, you ensure every interaction reflects our unique “holiday better” spirit.
You’ll handle client consultations, order troubleshooting, styling guidance, and more, ensuring efficiency, personalisation, and a luxury service mindset. Your work fosters loyalty, satisfaction, and deepened engagement with the OB lifestyle.
You’ll collaborate closely with the Team Leader, Head Concierge, and global teams, bending the rules of a true omnichannel service hub.
General Responsibilities
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Client Experience Excellence
- Deliver best-in-class service across all channels, embodying the OB tone of voice: polished yet relaxed, warm yet efficient.
- Provide personalised support on:
- Product selection, fit, styling, sizing, and care
- Lifestyle recommendations
- Resolve daily queries intelligently:
- Orders, delivery delays, returns, repairs, and technical issues
- Anticipate needs: proactively solve issues, striking personal connections to elevate satisfaction.
CRM & Ticket Management
- Master Gorgias to manage conversations, maintain client histories, and triage cases efficiently.
- Ensure clear, accurate communication follows team workflows while capturing insights for continuous improvement.
Omnichannel & Fulfillment Coordination
- Use OneStock for omnichannel fulfillment:
- Ship-from-store, real-time stock availability
- Order rerouting to optimise delivery
- Proactively communicate potential delays, offering creative solutions.
- Partner with OB boutiques and franchise teams globally for consistent, time-zone-friendly support.
Cross-Team Collaboration
- Liaise internally with Ecommerce, Retail, CRM, Marketing, and Logistics to Foster Seamless Client Journeys
- Share client feedback to enhance product, service, or user experience
- Support store teams during escalation duties or VIP client handling.
Brand Representation
- Live and breathe the OB lifestyle: embody sunshine, travel, culture, and resort effortlessness.
- Offer cultural, travel, and style recommendations that reflect luxury holiday living.
- Project a refined, modern, and authentic OB aesthetic in every correspondence.
Candidate Profile
Experience
2–4+ years in:
- Customer service, retail, hospitality, or lifestyle branding (luxury experience advantageous)
- Harnessing CRM/ticketing systems (preference for Gorgias experience)
Skills & Qualities
- Exceptional communication:
- Verbally: adjusting tone to clientele needs
- Written: crafting polished, accurate messaging
- Ability to de-escalate complex issues with calm clarity
- Organisational prowess:
- Juggle multiple concurrent interactions efficiently
- Creative problem-solving mindset:
- Proactively suggesting solution-oriented deviations
- Authentic lifestyle alignment:
- Passion for travel, sunshine, and resort-wear
- Appreciation for high-end service
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Our Ideal Candidate
- Warm, intuitive, and inherently client-focused
- Innate style sense with an eye for premium experiences
- Enjoys hustling in fast-paced, international environments
- Agile and proactive:
- Flexibility across channels, tools, and escalated contexts
- Personifies the OB ethos: culturally aware, itinerary-testing, infectious holiday energy.
What We Offer
Work Environment
- Diverse team: Opportunities to learn from peers every day
Training & Development
- Fast-paced growth environment with tailored training paths
Competitive Benefits Package
Health & Wellbeing:
- Private UK medical insurance (pre-existing conditions covered, family scalability)
- 24/7 GP app with next-day video consults
- Cycle-to-work scheme for tax-free bike/accessory purchases
Financial Security:
- Pension scheme (company-matched contributions)
Lifestyle Perks:
- Employee discounts on O.B. collections and CHANEL products
- Exclusive sales & previews for team members
Recognition & Work-Life Balance:
- Service awards for outstanding contributions
- Paid 1-week office closure in August ( +25 days’ leave + UK national holidays)
- Inclusive culture fostering personal growth and diversity—because uniqueness sharpens our team.
We’re not just hiring; we’re inviting you to join a way of life rooted in the brand values of Tailored, Vibrant, Brave. Every employee shapes who we are—apply directly.
No recruitment agencies, please. We’ve got this covered. 🌞
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location