Job Description
Introduction:
Founded in 1875, our long history has been built on innovation, craftsmanship and above all, incredible talent. Born from the adventurous spirit of our founder, Arthur Lasenby Liberty, we remain true to our heritage. From our fulfilment centres to our flagship store, passion, vision and dynamism are part of our DNA – and that extends to our team.
Role Overview:
Driving Exceptional Customer Experiences at the Heart of Liberty London - leading the Flagship Customer Service Department to set the gold standard in customer care; empowering a high-performing team of ~10 Customer Service Advisors to deliver seamless, multi-channel support across in-store, email, telephone, social media and written correspondence.
Key Responsibilities:
* Champions exceptional customer service by proactively engaging customers, resolving queries with sound judgement, and ensuring timely follow-up within SLAs.
* Drives continuous improvement initiatives and builds strong internal partnerships to deliver consistent service excellence.
* Leads by example across all communication channels, demonstrating best practice in POS and Zendesk while ensuring KPIs are consistently achieved.
* Maintains exceptional operational, organisational, and presentation standards in line with company guidelines.
* Coaches and develops a high-performing team, supporting onboarding, training, and effective daily task allocation to ensure optimal cover during peak periods.
* Ensures the team is fully informed on services, promotions, and events to deliver a seamless and informed customer journey.
* Acts as a department ambassador, motivating individuals to exceed personal and team targets.
* Provides ongoing mentoring and proactively manages performance to uphold outstanding service standards.
The department schedule is in line with store opening hours (Sunday – Saturday), therefore weekend and evening work will be required to support business needs.
About You:
* Customer-focused with a collaborative approach and a strong drive for excellence.
* Confident communicator with the ability to engage effectively across verbal, written and digital channels.
* Highly organised, with strong planning skills and a proactive mindset to make things happen.
* Experienced customer service professional within retail, hospitality or travel environments.
* Professional, personable and trusted to handle confidential and sensitive information with discretion.
* Proven experience leading and developing teams to achieve shared goals.
* Deadline-driven with the ability to prioritise and deliver in a fast-paced environment.
* Calm and composed under pressure, confident managing complex or challenging conversations.
Please note, this is a maternity contract, ending in March 2027.