Luxury Concierge Advisor - Hybrid, Global Client Care

Orlebar Brown; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Pension scheme

Employee discounts

Holiday Better time off

Job summary

Orlebar Brown is seeking a Concierge (Customer Service Advisor) to be the warm, polished front line for our global clients in London.

You will manage enquiries across email, phone, and social channels, delivering luxury service and timely solutions that reflect the OB ethos of “holiday better.” Working in a hybrid model, you will collaborate with store teams, retail partners, and internal teams to ensure seamless omnichannel experiences and personalised guidance across products, sizing, orders,

Qualifications

• 2–4+ years in customer service, retail, hospitality, or a luxury lifestyle brand environment.
• Exceptional verbal and written communication skills, able to adapt tone to match client needs.
• Confident in handling complex or escalated service issues with calm and clarity.
• Experience with CRM/ticketing systems; Gorgias or similar platforms desirable.
• Strong organisational skills and ability to manage multiple conversations at once.
• Affinity for travel, sunshine, and resort lifestyle; passionate about the OB ethos.

Responsibilities

• Deliver best-in-class service across all channels, embodying the OB tone—polished yet relaxed, warm yet efficient.
• Provide personalised assistance on product selection, fit, styling, sizing, care, and lifestyle recommendations.
• Handle daily queries related to orders, delivery delays, returns, repairs, and general troubleshooting.
• Collaborate with internal teams to ensure seamless client journeys and proactive communication.
• Use ticketing systems to log interactions, maintain client history, and triage cases.

Skills

Customer service

Communication

Multichannel support

Time management

Team player

Problem solving

Tools

Gorgias

OneStock

Job description

Orlebar Brown is seeking a Concierge (Customer Service Advisor) to be the warm, polished front line for our global clients in London.

You will manage enquiries across email, phone, and social channels, delivering luxury service and timely solutions that reflect the OB ethos of “holiday better.” Working in a hybrid model, you will collaborate with store teams, retail partners, and internal teams to ensure seamless omnichannel experiences and personalised guidance across products, sizing, orders,