Customer Service Executive

Strathberry; City of Edinburgh; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

29 days annual leave + 3 bank holidays

Birthday day off

Employee Assistance Programme

Staff product allocation

Job summary

Strathberry is seeking a Customer Service Executive to join our team in Edinburgh. Reporting to the Head of Customer Relations, you will handle inquiries, support operations, and help drive improvements to ensure seamless, personal customer interactions across our growing luxury brand.

We value a proactive, detail-oriented approach and 1–3 years’ relevant experience. You’ll work with cross-functional teams to enhance the overall customer experience and contribute to Strathberry’s global growth.

Qualifications

• 1–3 years’ experience in customer service or a similar role.
• Excellent interpersonal and written and verbal communication skills.
• Strong problem-solving and conflict-resolution skills.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Confidence using systems and technology, with the ability to pick up new tools quickly.
• A practical, positive approach and a willingness to get stuck in.

Responsibilities

• Deliver personalised, high-quality customer service that reflects our values.
• Respond to customer queries promptly, professionally and with empathy.
• Take ownership of cases, following through to resolution and maintaining records.
• Identify operational bottlenecks and suggest process improvements.
• Collaborate with teams across the business to resolve issues quickly.
• Use feedback and data to identify opportunities to enhance the customer experience.

Skills

Customer service

Communication skills

Problem-solving

Organisational skills

Multitasking

Tech-savvy

Proactive attitude

Tools

CRM systems

Job description

Strathberry is one of the most exciting contemporary luxury brands to emerge from the UK in the past decade. Founded in Edinburgh and handcrafted by skilled artisans in the renowned leather workshops of Spain, the brand is defined by its minimalist design language, refined craftsmanship and its signature bar hardware. Loved by global tastemakers, celebrities and royalty, Strathberry has cultivated a fast-growing international community drawn to modern elegance, timeless design and exceptional quality.

Driven by an entrepreneurial spirit and a strong pace of growth, the brand has built a significant direct-to-consumer business and is stocked in leading global retailers including Selfridges, Liberty, Nordstrom and Neiman Marcus. The retail footprint continues to expand with flagship stores in London and Edinburgh, supported by a new in-house atelier that brings craft, sampling and repair together in one creative space. This investment in infrastructure, talent and product innovation positions Strathberry for its next chapter of global scale.

Joining Strathberry means becoming part of a dynamic, ambitious and design-led business at a pivotal moment in its evolution. This is an opportunity to contribute to a brand with a clear identity, strong momentum and a bold ambition to reimagine contemporary luxury on an international stage.

The Role

We are looking for a Customer Service Executive to join our team. Reporting to the Head of Customer Relations, you will play a key role in delivering the exceptional service our customers expect from Strathberry. Combining hands-on customer support with a focus on operational improvement, you’ll take ownership of enquiries, work collaboratively across the business and use feedback and insights to help make every customer interaction seamless, personal and effective. This is an exciting opportunity for a proactive problem-solver to make a visible impact within a growing global luxury brand.

Key Responsibilities

Customer Experience

• Deliver personalised, high-quality customer service that reflects our company values and standards.
• Respond to customer queries and issues promptly, professionally and with empathy.
• Take ownership of customer cases, following them through to resolution and ensuring customers feel listened to and looked after.
• Maintain accurate customer records and case histories, ensuring a consistent experience across every interaction.

Customer Operations

• Support the smooth day-to-day running of our Customer Service operation.
• Identify operational bottlenecks and suggest ways we can improve our processes and ways of working.
• Work closely with teams across the business to resolve customer issues quickly and effectively.
• Use customer feedback, data and trends to identify opportunities to improve the overall customer experience.
• Help identify opportunities for automation, self-service and other tools that can make life easier for both our customers and our team.
• Keep up to date with customer service trends and best practice, bringing new ideas and ways of working to the team.

About You

You’ll be friendly, proactive and genuinely passionate about providing great customer service. You’ll have a good eye for detail, enjoy being part of a team and be comfortable taking responsibility for getting things done.

We’d ideally like you to have:

• 1–3 years’ experience in a customer service, administration, operations or similar role.
• Excellent interpersonal and written and verbal communication skills.
• Strong problem-solving and conflict-resolution skills.
• Excellent organisational skills and attention to detail.
• The ability to manage multiple priorities in a fast-paced environment.
• Confidence using systems and technology, with the ability to pick up new tools quickly.
• A practical, positive approach and a willingness to get stuck in.

Most importantly, we’re looking for someone who cares about the customer, enjoys making things better and wants to grow with the team. If you’re early in your career but bring energy, curiosity and a genuine desire to do a great job, we’d love to hear from you.

Come work with us and enjoy the following benefits:

• 29 days annual leave, plus 3 additional fixed bank holidays
• Never work on your birthday! Additional day holiday on your birthday
• Employee Assistance Programme
• Staff allocation of Strathberry products