At Sunspel, luxury is defined by timeless sophistication, uncompromising craftsmanship, and an unwavering dedication to quality. For more than 165 years, we have elevated the everyday wardrobe through expertly crafted pieces made from the world’s finest fabrics — designed with enduring style, comfort, and refinement in mind.
Renowned for pioneering the luxury T-shirt and producing garments in our Long Eaton factory alongside Europe’s most skilled makers, Sunspel has become synonymous with understated British luxury and impeccable design. Our collections are appreciated globally by customers who value authenticity, exclusivity, and exceptional attention to detail.
We are now seeking a polished and customer-focused Customer Service Advisor to join our team and deliver a premium service experience that reflects the quality, care, and elegance at the heart of the Sunspel brand.
The Role
This role is about far more than responding to customer enquiries — it is about delivering an elevated service experience that reflects the sophistication and craftsmanship of the Sunspel brand. As part of the Customer Service team, you will create thoughtful, personalised interactions for customers who value timeless luxury, exceptional quality, and refined style.
Whether assisting a first-time client discovering Sunspel or supporting a long-standing loyal customer, you will provide a highly attentive and tailored level of service that embodies the care, elegance, and excellence behind every Sunspel product.
Working closely with our ecommerce, retail, warehouse, and wholesale teams, you will help ensure every stage of the customer journey feels effortless, seamless, and distinctly premium — reinforcing the trust and loyalty our customers associate with the brand.
What You’ll Be Doing
- Delivering an elevated and highly personalised customer experience across email, telephone, live chat, and social channels, ensuring every interaction reflects the refinement of the Sunspel brand
- Offering expert guidance on sizing, fit, fabric composition, styling, and garment care, helping customers make confident and considered purchases
- Managing orders, exchanges, returns, and delivery enquiries with professionalism, efficiency, and a luxury-level attention to detail
- Building lasting relationships with customers through thoughtful communication, genuine care, and a tailored approach to service
- Acting as a true brand ambassador, confidently communicating Sunspel’s heritage, craftsmanship, and commitment to timeless British luxury
- Collaborating closely with ecommerce, retail, warehouse, and wholesale teams to deliver a seamless and premium customer journey at every touchpoint
- Identifying opportunities to exceed expectations, create memorable experiences, and strengthen long-term customer loyalty
- Supporting customer experience initiatives and contributing to the continuous evolution of best-in-class service standards as the brand grows
Who We’re Looking For
You are polished, personable, and detail-driven, with a genuine passion for delivering an exceptional luxury customer experience. You understand that premium service goes beyond resolving enquiries — it is about building meaningful relationships, anticipating customer needs, and creating moments that leave a lasting impression.
You combine warmth and professionalism with a refined approach to communication, ensuring every interaction reflects the sophistication, care, and quality synonymous with the Sunspel brand.
You will likely have:
- Previous experience within luxury retail, premium fashion, hospitality, or high-end customer service environments
- Exceptional written and verbal communication skills, with the ability to engage customers in a confident and refined manner
- A calm, composed, and solutions-focused approach, particularly within fast-paced or high-pressure situations
- Strong organisational abilities and meticulous attention to detail, ensuring accuracy and consistency across every customer interaction
- Confidence using customer service platforms, ecommerce systems, and digital communication tools
- A genuine appreciation for luxury fashion, craftsmanship, premium fabrics, and timeless design
- The ability to collaborate effectively across teams while maintaining a seamless and elevated customer journey
Most importantly, you take pride in delivering thoughtful, personalised experiences and are passionate about building customer loyalty through outstanding service and attention to detail.
Why Join Sunspel?
- Be part of one of Britain’s most iconic luxury clothing brands
- Work with beautifully made products and a rich heritage dating back to 1860
- Join a collaborative and passionate team with a modern, entrepreneurial spirit
- Opportunity to grow within an internationally respected brand
- Staff clothing allowance and generous employee discount
- Supportive culture that values craftsmanship, creativity, and excellence
Working Pattern:
This is a full-time, on-site role based at our Long Eaton site, working 37.5 hours per week across five days.
Shifts are scheduled on a rota basis within our operating hours of 8:00am to 8:00pm, Monday to Sunday, with two rest days per week.
Benefits:
- Company pension
- Employee discount
Work Location: In person
