The Client Experience Coordinator will play a key role in delivering Bremont's commitment to exceptional customer satisfaction across every stage of the client journey. Reporting to the Client Experience Management team, this role acts as the first line of customer support, managing the day-to-day administration of multi-channel client interactions—including front-of-house duties, aftercare enquiries, and both compliments and complaints. The Coordinator ensures a consistently high standard of service across all touchpoints, whether in person, by phone, or via email. As the face of Bremont, the Coordinator will warmly welcome and support all clients and visitors, representing the brand with professionalism and care.
A significant aspect of the role also involves supporting our wholesale customers, a vital part of Bremont's business growth. This is a varied, fast-paced role suited for someone with previous experience in a similar setting—confident in multitasking, using initiative, and maintaining a positive, team-oriented environment. The ideal candidate is service-driven, adaptable, and committed to upholding a first-class Client experience.
Key Responsibilities
* Support Bremont clients with responding to inbound enquiries quickly and to a high standard, upholding the Bremont brand reputation.
* Client liaison across various channels, including email, webchat, telephone, and in person at The Wing.
* Contribute to Bremont's performance on review forums such as Google Reviews, Tripadvisor, and Trustpilot.
* Drive promoter NPS comments and scores.
* Resolve open enquiries promptly, escalating when necessary, while maintaining service standards.
* Track and report inbound enquiries monthly.
* Oversee reception at The Wing, greet visitors, and assist their experience.
* Assist with administrative duties and support the Service Atelier with client liaison and repairs.
* Manage orders from wholesale partners and support order processing with account managers and boutiques.
* Respond to trade, client, and sales team enquiries.
* Undertake additional tasks to support business success.
Candidate Profile
* Experience or desire to work in luxury/hospitality front of house is desirable.
* Passion for delivering exceptional client service across communication channels.
* Excellent communication skills and confidence in liaising with diverse clients.
* Positive, flexible, and proactive attitude.
* Outstanding customer service skills and attention to detail.
* Team player with initiative, empathetic, and customer-focused.
* Organised and proactive in client liaison.
About Bremont
We design and create durable, reliable tool watches inspired by adventure and innovation. Our British heritage and state-of-the-art manufacturing in Henley-on-Thames reflect our commitment to precision, craftsmanship, and exploration. Join us to be part of a culture driven by our core values: the Spirit, Attitude, and Focus of the Adventurer.
Benefits
* Generous holiday entitlement, free daily lunch, life assurance, family-friendly policies, and more.
* Career development, employee discounts, wellbeing support, social events, and volunteering opportunities.
Working Environment
* 37.5 hours, Monday to Friday, onsite at The Wing, Henley-on-Thames.
* Autonomous and team-based work, with a 4-month probation and 1-month notice period.
We are committed to an inclusive workplace and welcome adjustments to support all applicants.
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