EU Customer Service Lead

H&M; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading retail company is seeking an EU Customer Service Lead to enhance customer experience in COS stores. The role involves coaching staff on service excellence, monitoring KPIs, and collaborating with HR and sales teams. Responsibilities include delivering coaching sessions, facilitating role-plays, and developing e-learning content. Full-time, 12-month contract based in London with benefits including 25% staff discount and various employee perks.

Benefits

25% staff discount

25 days holiday

Discounts on everyday brands

Retail Trust membership

Pension scheme

Discounted gym membership

Cycle to work scheme

Qualifications

• Ability to provide excellent service, resolve issues, and ensure customer satisfaction.
• Skilled in understanding customer needs, handling objections, and driving conversion.
• Proficient in designing and delivering coaching sessions and onboarding support.
• Ability to interpret KPIs to guide coaching focus.
• Familiarity with eLearning platforms and microlearning formats.
• Experience working across HR, Sales, and Store management.

Responsibilities

• Deliver in-store coaching sessions focused on COS’s 5 behaviours.
• Facilitate role-play scenarios and mini-meetings.
• Support Store managers and department managers in becoming service coaches.
• Monitor and drive KPIs such as conversion and customer feedback.
• Collaborate with sales and HR teams to share learnings.
• Contribute to the development of e-learning content.
• Provide quarterly reporting and insights on coaching impact.

Skills

Customer service

Sales

Education and Training

Performance Data Interpretation

Digital learning tools

Stakeholder Collaboration

Job description

Job Description

As the EU Customer Service Lead you will play a pivotal role in elevating the customer experience across COS stores by embedding service excellence and salesmanship through coaching. This role supports store teams and leaders in activating COS core behaviors and actions, driving conversion and pieces per receipt, and replacing external evaluation models with internal capability building. The coach works both digitally and in person across priority markets, starting with a focus on the top 30 stores.

Responsibilities

• Deliver in-store coaching sessions focused on COS’s 5 behaviours: Personal, Genuine, Proactive, Expert, Passionate.
• Facilitate role-play scenarios and mini-meetings using objection handling and empathy-based selling techniques.
• Support Store managers and department managers in becoming service coaches.
• Monitor and drive KPIs including conversion, PPR, Training completion and customer feedback via Google review, Trustpilot, and receipt surveys.
• Collaborate with sales and HR teams to share learnings from top 30 stores and scale best practices across the region.
• Contribute to the development of e-learning content aligned with COS Key Phrases and service language (e.g., Acknowledge, Clarify, Elevate)
• Provide quarterly reporting and insights on coaching impact.

Qualifications

Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviors that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.

What you need to succeed

• Customer service – Ability to provide excellent service, resolve issues, and ensure customer satisfaction.
• Sales – Skilled in understanding customer needs, handling objections and driving conversion.
• Education and Training – Proficient in designing and delivering coaching sessions, role-play scenarios, and onboarding support.
• Performance Data Interpretation – Ability to interpret KPIs such as CR and PPR to guide coaching focus.
• Digital learning tools – Familiarity with eLearning platforms and microlearning formats.
• Stakeholder Collaboration – Experience working across HR, Sales, and Store management.

This is a full time, 12 month contract based at our Head Office in London

Benefits

We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to this XX based colleagues also receive

• 25 days holiday

• Discounts on everyday brands and leisure activities

• Retail Trust membership

• Pension scheme

• Discounted gym membership

• Cycle to work scheme

Inclusion & Diversity

At COS we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.

Brand Description

COS

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

In this role you will have some flexibility to work remotely however due to the high level of cross department collaborations approx. 4 days per week office presence is required to foster strong collaborations and team work.

Ready to apply? Click on the I’M INTERESTED link where you can upload your CV securely. Once we have received your application, we will keep you updated regularly about the status of your application so please look out for our email.

Please note this position is offered on a local contract, therefore you should have the legal right to work in the UK before applying. Other candidates are welcome to register their interest and we will keep you in mind for future opportunities.

Closing Date: Friday 23rd January

We are looking forward to hearing from you!