Oliver Brown
Customer Service Representative
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The Role
As a Customer Services Agent, you will be one of the first points of contact for our customers, representing the Oliver Brown brand across multiple communication channels. You will provide professional, friendly and efficient support, helping customers with everything from product advice and order enquiries to formalwear hire and after-sales care.
This is an excellent opportunity for someone who enjoys solving problems, takes pride in delivering outstanding service and wants to build a career within luxury retail and eCommerce.
Key Responsibilities
- Deliver exceptional customer service via email, live chat and telephone.
- Assist customers with online orders, deliveries, returns, exchanges and product enquiries.
- Provide guidance on sizing, styling and formalwear hire services.
- Resolve customer issues efficiently while maintaining the highest standard of professionalism.
- Process refunds, replacements and order amendments in line with company policies.
- Accurately update customer records and internal systems.
- Liaise with our warehouse, retail stores and other departments to ensure customer queries are resolved quickly.
- Escalate complex cases where appropriate while taking ownership of each customer journey.
- Support seasonal peaks, including Royal Ascot, weddings and promotional events.
- Help identify opportunities to improve customer processes and the overall customer experience.
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About You
We are looking for someone who genuinely enjoys helping people and takes pride in providing an exceptional level of service.
You will have:
- Excellent written and verbal communication skills.
- Strong attention to detail with excellent organisational skills.
- A calm, professional, and positive approach to work.
- Confidence managing multiple customer conversations across different channels.
- Strong problem-solving skills with the ability to think independently.
- Good computer literacy and confidence using digital platforms.
- A collaborative attitude and willingness to support colleagues across the business.
- Previous customer service or retail experience is advantageous but not essential.
Experience using platforms such as Shopify, Gorgias, Zendesk or similar customer service systems would be beneficial, although full training will be provided.
What We Offer
- Opportunity to join a growing British luxury menswear brand.
- Comprehensive training and ongoing development.
- Supportive and collaborative working environment.
- Career progression opportunities as the business continues to expand.
- Staff discount across the Oliver Brown collection.
- Exposure to luxury retail, eCommerce and formalwear operations.
- One day WFH once a week.
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If you are passionate about delivering outstanding customer experiences and would like to become part of a business that values quality, craftsmanship and exceptional service, we would love to hear from you.
About Oliver Brown
Oliver Brown is one of Britain's leading luxury menswear brands, combining contemporary tailoring with classic British craftsmanship. From luxury ready-to-wear collections and formalwear hire to the world's largest collection of top hats and expert antique restoration, we have been dressing gentlemen for life's most important occasions for over 25 years.
Our customers trust us for weddings, Royal Ascot, black tie events and formal occasions where exceptional service matters just as much as exceptional products. Whether they visit one of our stores or shop online, our goal is to deliver a seamless, personal and memorable experience at every stage of their journey.
As our business continues to grow, we are looking for an enthusiastic Customer Services Agent to join our Customer Experience team.
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