JOB TITLE Customer Service Advisor (Concierge)
ROLE TYPE Full Time (FTC)
DEPARTMENT Customer Service (Concierge)
REPORTING TO Head Concierge
LOCATION Fitzrovia, London
SALARY Competitive
COMPANY PROFILE
Orlebar Brown (Chanel group) launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.
Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers.
Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning.
The brand has rapidly gained global recognition and is sold through online, more than 30 O.B. stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O.B. should be there to help you do it better.
Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O.B. community.
THE POSITION
As a Concierge (Customer Service Advisor), you are at the front line of the Orlebar Brown experience - a warm, polished, and intuitive host for our global clients. Whether responding to a message from the other side of the world or guiding a client through the perfect resort look, you ensure every interaction reflects our unique “holiday better” spirit.
You will manage client enquiries through email, phone, instant messaging, social platforms, and occasionally assist internal partners such as retail teams. You will help ensure that every touchpoint is seamless, personal, and reflective of luxury service standards. Your work will directly shape client loyalty, satisfaction, and ongoing engagement with the OB lifestyle.
You will collaborate closely with the Team Leader, Head Concierge, and wider global teams, playing an essential role in delivering a truly omnichannel service environment.
GENERAL RESPONSIBILITIES
Client Experience Excellence
Provide personalised assistance on product selection, fit, styling, sizing, care, and lifestyle recommendations.
Handle daily queries relating to orders, delivery delays, returns, repairs, and general troubleshooting.
CRM, Ticketing & Technology Systems
Omnichannel Collaboration & OneStock Engagement
Use OneStock to assist with omnichannel fulfilment, including ship from store, store availability checks, and order reroutes.
Partnership with Global Internal Teams
Liaise with E commerce, Retail, CRM, Marketing, and Logistics teams to ensure alignment and smooth customer journeys.
Share client insights, feedback, and recurring themes that can improve product, service, or UX.
Brand Representation & Lifestyle Connection
Act as an ambassador for the OB lifestyle - embodying sunshine, travel, culture, and effortless resort living.
CANDIDATE PROFILE
2–4+ years in customer service, retail, hospitality, or a lifestyle brand environment (luxury experience advantageous).
Embodies the OB lifestyle: curious, culturally aware, passionate about global destinations, sunshine, and holiday energy.
WHAT WE OFFER
Being part of a diverse working environment of people who we learn from every day
The chance to train and develop your skills in a fast-working environment
Competitive benefits package:
Physical wellbeing: Private medical insurance covering pre-existing medical conditions and the ability to add family members, an online GP app with 24/7 appointments, available within 24 hours, and cycle scheme participation for tax-exempt bike and/or accessories purchase.
Financial wellbeing: Company pension scheme.
Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.
Employee Recognition: Service award incentives, 1-week office closure in August to practice what we preach (paid leave and separate from 25 days annual leave plus UK public holidays).
It’s never just a job at Orlebar Brown. It’s a way of life. We live and breathe our brand values – Tailored, Vibrant and Brave. Our team define who we are and how we get the job done.
At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Orlebar Brown.
Direct applications only. Recruitment agencies – thanks for reading – but we’ve got this one covered!
