Our Vision is to be admired for our craft, experience, and sustainability. Desired by our customers and loved by our people.
Today Moss is more than a menswear brand, we are ‘Styling individuals for moments that matter’. We’re not just for men on their big day – we’re for everyone, all the time. Whether they need to hire a one‑off outfit, elevate their daily wardrobe, or create a custom piece, we’re by their side with over 170 years of tailoring know‑how and considered clothing made for life as we all live it now.
Our shared values encourage us to Trust our colleagues to think Creatively and plan for the sustained growth and development of Moss. For us this is about working Collaboratively and using Agility to achieve success, whilst leaving a positive impact. Embracing our core values and behavioural competencies strengthens relationships with our customers and colleagues.
Purpose of the Role
You will be a true Brand Ambassador who will be able to interact easily with a variety of customers. You will be a natural promoter of customer service excellence, a key contributor to the customer’s journey and experience in‑store, displaying knowledge and experience across product, store systems and processes. You will be hardworking, dedicated, and swiftly identify the needs of your customer to provide engaging styling options. Your dedication to exceed customer expectations will support the overall store KPI’s, positively contributing to the overall performance through personal productivity, supporting the store management with specific responsibilities.
Key Responsibilities
- Lead and empower your colleagues, ensuring our customers are at the heart of everything we do.
- Deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively greeting, listening, and confidently offering individual bespoke advice.
- Strive for high productivity, seizing each opportunity to maximise sales and services goals, elevating every interaction, contributing significantly to our business KPI’s.
- Possess strong product knowledge for all our services: Hire, Custom Made, Retail, Alterations, Ship from Store and can proactively use this towards tailoring the customer experience, delivering operational best practice to support your DM & SM.
- Utilise sales and customer data to inform and guide your interactions, ensuring every decision enhances our collective success and customer satisfaction.
- Actively seek opportunities to improve store performance and provide the best customer experience, improving service based on feedback from Feefo and Mystery Shops and other tools and resources.
- Assist store management by taking ownership of stockroom and back area housekeeping, including receiving deliveries, stock handling, adhering to all stock & cash control procedures to minimise cash loss and stock loss.
- Follow the Appointment process by utilising the appointed platform, ensuring that all customers are contacted prior to their visit and status information is recorded accurately.
- Act as a supervisory member of the team, be accountable for opening and closing the store in the absence of management.
- Cashier balancing at the end of the day and ensuring correct procedures are followed.
What You’ll Need to Succeed
Technical
- Prior experience in retail, hospitality, or customer service.
- Excellent knowledge of fashion trends and industry standard.
- Experience with POS Systems, including familiarity with cash tills, credit card processing, and inventory management systems.
- Knowledge in Data Analytics, leveraging sales and performance insights to drive store success, improve customer experiences, and support continuous excellence.
About You
- Reflect the aesthetic of Moss through personal style and presentation.
- Embrace continuous self‑improvement, resilience, and efficient time management as core personal attributes, driven by passion for the brand.
- Have outstanding communication abilities, enriched by emotional intelligence, to inspire, guide, and foster meaningful relationships, with colleagues & customers, effectively elevating the brand’s presence.
- Consistently embody Moss’s core values and behavioural competencies in daily responsibilities and interactions.
- Enjoy the following benefits: Employee Discount – 70% discount across all our stores; Team Reward Pay Scheme – generous bonus scheme, paying up to 15% of your gross monthly salary each month; Refer a Friend – we recognise and reward successful referrals for Managers with a £500 bonus; Season Ticket Loan – financial support for commuting; Cycle to Work Scheme – encouraging eco‑friendly travel; Discounted Gym Membership with PureGym – promoting physical health and fitness; Life Insurance – providing peace of mind for colleagues; Ongoing Development – tailored to suit your career ambitions from day one; Access to Moss Learning – an online learning platform for skill enhancement; Employee Hub – easy access on the go to colleague benefits, recognition, wellbeing, and company updates; New Baby Gift – celebrating important personal milestones of colleagues.
Seniority level
Employment type
Job function
- Sales and Customer Service
- Industries – Retail Apparel and Fashion
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