Hermès is a renowned creator, artisan, and seller of high-quality objects since 1837. As an independent, family-owned French house employing nearly 23,200 people worldwide, Hermès values entrepreneurial spirit, high standards, and responsible management. The company emphasizes craftsmanship through its sixteen artisanal métiers, with collections presented in nearly 300 stores globally.
Hermès GB Limited, a subsidiary of Hermès International based in Paris, operates with over 250 employees across London and ten stores, including locations in London, Dublin, Glasgow, and Manchester. Hermès fosters a unique management style characterized by close relationships, humility, and a passion for excellence, emphasizing continuous learning, knowledge transfer, and personal development.
We are seeking a Sales & Service Support Assistant for our Cadogan Store on a 12-month fixed-term contract (maternity cover). The role focuses on aftersales and aftercare, ensuring exceptional customer service, supporting operational excellence, and assisting with daily store management tasks.
Key Responsibilities
* Aftercare / After Sales: Identify repair needs within Hermès guidelines, diagnose products, coordinate with craftsmen, complete repair forms, log repairs, ensure product presentation, process transactions, and support team training.
* Customer Service Management: Manage customer inquiries via Passerelle and email, ensure high-quality follow-up, strive for service improvement, and train new team members.
* Internal Control and Procedures: Support till controls, ensure compliance with internal procedures, and assist with health & safety protocols.
* Store Administration & Maintenance: Manage staff scheduling, monitor sales targets, coordinate store maintenance, and ensure a secure and welcoming environment.
Performance Indicators
* Efficiency and quality of store operations
* Adherence to deadlines
* Number of complaints related to aftersales
Required Competencies
* Experience in administrative/operations roles, preferably retail
* Organized, rigorous, reliable, and proactive
* Client-focused with excellent communication skills
* Proficient in Excel and IT tools
* Team player, with management experience considered a plus
* Ability to work efficiently under pressure
Note: Applicants must hold a valid visa for full-time employment; Hermès does not sponsor visas. All functions should be performed professionally, adhering to Hermès standards.
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