About the role
Every pair of Arthur Sleep shoes begins with a conversation, and is carried by many more before it reaches the person it was made for. Based at our North London workshop, you are the voice our clients hear as their order takes shape - by telephone, by WhatsApp and on video - the articulate, reassuring presence who keeps them informed, answers their questions, and makes each of them feel genuinely attended to.
Our clients come from more than forty countries and stay with us for years. They trust us with something intimate: how they walk through the world. How we speak with them matters as much as how we make for them, and this role exists to hold that standard on every call, every message, every day.
What you will do
- Be the first and continuing point of contact for our clients - by telephone, WhatsApp and video - responding promptly, warmly and with genuine care.
- Keep clients informed as their orders progress, working closely with the workshop and the Mount Street team to give clear and dependable updates.
- Handle enquiries, order questions and aftercare with confidence, drawing in the Bespoke Co-ordinator where a commission needs specialist attention.
- Keep every conversation carefully recorded in our order-management and communication systems, so that nothing about a client is ever forgotten.
- Resolve concerns calmly and with grace, and know when to bring a director in.
- Carry the Arthur Sleep voice into every exchange - considered, personal and never off-hand.
- Help us refine how we look after clients as the business grows.
Who we are looking for
Essential
- A high command of spoken and written English - articulate, precise and warm, with speech that is clear and readily understood over the telephone and on video by clients for whom English may be a second language.
- A natural service instinct: patient, attentive, composed under pressure and genuinely interested in people.
- Comfortable and confident working on a computer - email, messaging tools, video calling, and order or CRM software - and quick to pick up new systems.
- Well organised, able to hold several client conversations and priorities in mind at once without letting anything slip.
- The right to work in the United Kingdom.
Desirable
- Experience in a client-facing role within luxury retail, hospitality or another environment where the standard of service is high and personal.
- A feel for craft, design or footwear, and an appreciation of how something bespoke comes to be.
- Further languages, given the reach of our clientele.
Pay: £25,420.00-£39,748.76 per year
Work Location: In person
