Client Relations Centre Advisor

HERMES MAROQUINERIE-SELLERIE (HMS); Greater London; On-site; GBP 23,000 - 29,000; Full time

Job summary

Hermès Maroquinerie-Sellerie (HMS) in Mayfair seeks a Client Advisor to provide personalised service across multiple channels, acting as the ambassador of the Maison for UK and Irish clients. Based at head office, you will build relationships, offer expert guidance, and uphold the brand’s values in every interaction.

You will handle enquiries across phone, email, WhatsApp and more, driving meaningful connections and ensuring accurate orders, reservations and after-sales support in a fast-paced,

Qualifications

• Experience in luxury retail or premium customer service.
• Excellent written and spoken English.
• Ability to build lasting relationships with discerning clients.
• Comfort handling multiple channels (phone, email, chat, in-store).

Responsibilities

• Deliver an exceptional client experience across channels.
• Support client engagement and sales with personalised guidance.
• Ensure a seamless omnichannel experience between digital and in-store touchpoints.
• Collaborate with stores and teams to reflect Maison standards.

Skills

Customer service excellence

English proficiency

Relationship building

Multichannel support

Organised & proactive

Tools

CRM platforms

Job description

Role Purpose

As a Client Advisor within the Client Relations Centre, based in the head office, you will be an ambassador of the Maison, delivering a personalised and memorable experience to our clients across multiple channels. Operating in a multilingual and fast paced environment, you will build lasting relationships, provide expert guidance and ensure every interaction reflects the values, quality and attention to detail that define Hermès.

As a trusted point of contact for our UK and Irish clients, you will combine a strong sense of service, product knowledge and commercial awareness to create meaningful connections and contribute to the continued success of the Maison.

Key Responsibilities

Deliver an Exceptional Client Experience

• Support clients across telephone, email, WhatsApp and other digital channels, delivering personalised assistance tailored to their individual needs.


• Build genuine and lasting relationships through every interaction, ensuring clients feel recognised, valued and cared for.


• Take ownership of client enquiries, ensuring each request is handled with care, efficiency and attention to detail from initial contact through to resolution.

Support Client Engagement and Sales

• Act as a trusted advisor, building meaningful client relationships through personalised service, expert guidance and a deep understanding of individual needs.


• Generate sales opportunities and strengthen client loyalty by delivering exceptional service and creating memorable experiences across every interaction.


• Proactively engage with clients and share relevant products, services and Maison information in an authentic and tailored manner.

Ensure a Seamless Omnichannel Experience

• Accompany clients across our different channels, ensuring a smooth and consistent experience between digital and retail environments.


• Handle client orders with accuracy, care and attention to detail, ensuring alignment with Maison standards while contributing to a seamless and exceptional client experience.


• Provide accurate information regarding products, availability, reservations, orders, deliveries, returns, exchanges and after sales services.


• Work closely with stores and internal teams to ensure client requests are managed efficiently and with care.

Collaborate and Contribute

• Build strong partnerships with retail stores and internal teams, fostering a collaborative approach to client service.


• Share client feedback and insights to help enhance the client experience and ways of working.


• Contribute actively to team objectives and support a positive and collaborative working environment.

Skills & Experience

• Passionate about delivering exceptional service and creating memorable client experiences.


• Empathetic, personable and confident communicator, with a natural ability to build rapport and develop meaningful relationships with clients.


• Excellent verbal and written communication skills in English.


• Strong organisational, problem solving and prioritisation skills, combined with confidence, assertiveness and a strong sense of ownership when managing client interactions and requests.


• Adaptable, proactive and comfortable managing multiple tasks in a dynamic environment.


• A collaborative team player who values partnership and relationship building.


• Proficient in navigating multiple IT systems, CRM platforms, customer service software and Microsoft Office applications.


• Previous experience in luxury retail, hospitality, customer service or eCommerce is preferred. Experience supporting a discerning international clientele would be an advantage.

Contract Information

• Permanent contract.


• 37.5 hours per week.


• Based in head office in Mayfair


• Working pattern fully flexible based on business needs.


• Rotating shifts in line with team requirements.

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