Customer Service Representative

Christmas is Fortnum & Mason’s most memorable time of year, and our Customer Services team plays a key role in delivering an exceptional experience for customers across the UK and around the world.

We are looking for confident, personable and highly organised Seasonal Customer Services Advisors to join our Head Office team from October to December. Based in the heart of Piccadilly, this hybrid role is ideal for someone who enjoys helping customers, solving problems and working in a fast‑paced environment during our busiest trading period.

What You'll Be Doing

As a Seasonal Customer Services Advisor, you will support customers across multiple channels, helping with sales, order enquiries, delivery updates and aftercare. You will work closely with couriers, customers and internal teams to resolve issues quickly and ensure every interaction reflects the Fortnum & Mason standard of service.

What We're Looking For

We are looking for people who are confident communicators, comfortable with systems and motivated by delivering excellent customer care. You will need to be organised, adaptable and able to manage your own workload while remaining a supportive team player.

• Excellent communication skills by telephone and email
• Experience handling phone sales or customer orders
• Strong organisational skills and the ability to prioritise effectively
• A customer‑focused approach, with pride in delivering a first‑class experience
• Confidence using Microsoft Office, particularly Microsoft Excel
• A positive, flexible attitude and willingness to go the extra mile for customers
• The ability to work well both independently and as part of a team
• Strong self‑motivation and confidence managing your time when working remotely

Working Pattern and Location

This is a 37.5‑hour‑per‑week fixed term contract, working five days out of seven, including weekends and a range of shift patterns. The role is hybrid, so you will need a suitable home working set‑up, including stable high‑speed internet, a laptop with a fully functioning camera for team meetings, one‑to‑one meetings and wider business meetings, as well as a quiet, distraction‑free space when working from home.

You should also be within commuting distance of our Piccadilly Head Office, located on the 5th and 6th floors of our flagship store, just a short walk from Green Park Tube Station and several bus routes.

What We Offer

At Fortnum and Mason, we are proud to recognize and celebrate the contribution of our people. In return for your hard work we offer:

• A subsidised staff restaurant using Fortnum’s ingredients
• Opportunities to develop personally and professionally

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.

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