Founded in 2008, Holland Cooper is a luxury British lifestyle brand renowned for its timeless design, exceptional craftsmanship, and distinctive blend of heritage and modern sophistication. With a strong focus on tailoring, premium fabrics, and elevated styling, the brand has built a loyal global following and a powerful visual identity. At Holland Cooper, creativity, attention to detail, and commercial awareness sit at the heart of everything we do.
We're looking for a Client Relations Assistant to join our team -You'll be part of a close-knit team delivering a premium, personalised experience across every customer touchpoint. If you're organised, personable, and take real pride in getting things right, we'd love to hear from you.
Key Responsibilities:
- Deliver a premium, personalised customer experience across phone, email, chat and in-person interactions, meeting SLA requirements and personal KPIs.
- Assist in resolving customer queries and complaints professionally, escalating complex issues to management in line with HC's tone of voice.
- Support the team in monitoring and maintaining group KPIs and team objectives.
- Maintain accurate client records in CRM systems and keep order statuses up to date.
- Assist in the implementation and ongoing management of customer experience initiatives and process improvements, including cross-departmental communications and shared worksheets.
- Support the administrative duties of the Client Relations team within the order management process.
- Manage and update internal systems, working alongside departments including exports, ecommerce, warehouse and finance.
- Contribute to weekly team meetings, bringing ideas for continuous improvement to the customer journey.
- Maintain up-to-date knowledge of collections, product details and brand heritage through ongoing training and seasonal updates.
- Contribute to individual and team KPIs, identify recurring issues, and support continuous improvement initiatives to enhance service quality.
Key Competencies/Behaviours:
- Warm, professional communicator with strong interpersonal skills, comfortable across phone, email and in-person interactions.
- Highly organised with the ability to multitask and manage competing priorities calmly.
- Customer-centric mindset with a genuine focus on quality and responsiveness.
- Accurate and detail-oriented.
- Proactive and solutions-focused, able to use initiative without waiting to be asked.
- A team player who is also comfortable working independently.
- Adaptable and willing to learn new processes and tools quickly.
- Flexible and reliable, including during extended peak trading hours.
Skills/Experience Required:
- Experience in a customer service, client support or related role.
- Familiarity with CRM systems and customer support tools.
- Excellent verbal and written communication skills.
Benefits
- Competitive salary
- 25 Days Holiday plus bank holidays
- Have your Birthday Day off on us to celebrate you
- Increased benefits with length of service (e.g. holiday, pension contributions)
- Enhanced Maternity and Paternity pay
- Generous staff discount and staff shop available
- Fresh fruit and pastries delivered weekly
- Cycle to Work Scheme
- Employee Assistance Programme, including mental health support
Pay: £26,500.00 per year
Work Location: In person
