Job Description

Part Time - 30 Hours

Contract End: September 2025

Location: Hybrid - Soho (3 Days) / Work from Home (2 Days)

About the Company

We have an unswerving reputation and legacy for quality and craftsmanship at its foundation, British brand Russell & Bromley has heralded its renewed contemporary fashion aspiration and focus within recent seasons evolving into a more dynamic style authority. Luxurious breadth and diversity are demonstrated across covetable ranges with stand-out trend items once again putting its footwear and accessories clearly on the fashion map. You would be joining an organisation that values inclusivity, becoming part of a passionate team with a collaborative culture that supports each other, as well as the business. We seek to provide an environment where all employees can reach their full potential, be their best selves and do their best work.

About the Role

• Provide exceptional, brand-aligned service to uphold our reputation, addressing customer inquiries across online and in-store channels.
• Master the use of back-end systems supporting e-commerce and customer service, including handling delivery arrangements, returns, loyalty programmes, repairs, and gift cards.
• Understand basic footwear manufacturing concepts and effectively manage footwear-related complaints.
• Resolve customer concerns proactively, escalating to the Management Team when necessary.
• Investigate delivery issues, coordinating with couriers and our Distribution Centre as needed.
• Process telephone orders, returns, refunds, VAT claims, and loyalty programme adjustments.
• Accurately maintain customer records and update actions on queries for team visibility.
• Safeguard customer data per GDPR guidelines and follow internal IT, Social Media, and Health & Safety policies.
• Support cross-department communication and collaborate with teams as directed.
• Contribute to department initiatives and attend training or industry events to enhance skills.
• Adapt work hours during peak times to ensure smooth operations.

About You

• Proven experience in a customer service role, ideally within retail or e-commerce environments.
• Competent with Microsoft Office programmes
• Excellent verbal and written communication skills, with the ability to maintain a positive, brand-appropriate tone of voice.
• Ability to determine effective solutions to customer issues and escalate when needed.
• High level of accuracy in processing orders, returns, and customer loyalty data.
• Knowledge of GDPR requirements and data protection best practices.

Due to the high volumes of applications that we receive, we are regrettably unable to personally reply to them all. Therefore, we will only contact successful applicants within a period of two weeks.