Orlebar Brown Customer Service Advisor

About Orlebar Brown

Founded in London in 2007 by Adam Brown, Orlebar Brown redefined men’s swimwear through tailored swim shorts inspired by the precision of traditional trousers. Now part of Chanel, the British brand extends its distinctive approach across resortwear, combining vibrant photographic prints, considered fabrics and an effortless holiday sensibility. As an employer, Orlebar Brown brings together creative, commercial and retail expertise around a clearly articulated lifestyle proposition. Its activities encompass design, product development, digital commerce and customer experience, offering professionals the opportunity to contribute to a luxury brand where attention to detail, distinctive storytelling and an understanding of contemporary leisure are central to its identity.

Role & Responsibilities

• Deliver polished, warm and efficient service across email, phone, instant messaging and social platforms.
• Provide personalised guidance on product selection, fit, styling, sizing, care and lifestyle recommendations.
• Handle daily enquiries about orders, delivery delays, returns, repairs and general troubleshooting.
• Approach interactions with empathy and curiosity, anticipate client needs, and offer proactive solutions that exceed expectations.
• Use Gorgias to manage conversations, maintain client histories and triage cases effectively.
• Log communications clearly and accurately in accordance with team workflows.
• Provide insights and feedback to management to support improvements to system processes.
• Use OneStock to support omnichannel fulfilment, including ship-from-store, store availability checks and order reroutes.
• Proactively inform clients of fulfilment challenges and offer alternatives and creative solutions.
• Partner with Orlebar Brown boutiques and franchise teams globally to provide consistent, timely support across time zones.
• Liaise with E-commerce, Retail, CRM, Marketing and Logistics teams to ensure alignment and smooth customer journeys.
• Share client insights, feedback and recurring themes to help improve products, service or user experience.
• Support store teams with concierge-level assistance for VIP clients and complex needs.
• Represent the Orlebar Brown lifestyle and offer style inspiration and curated recommendations reflecting a luxury holiday mindset.
• Maintain a refined, modern presentation style authentic to Orlebar Brown.
• Collaborate with the Team Leader, Head Concierge and global teams to deliver an omnichannel service environment.

Qualifications

• 2–4+ years of experience in customer service, retail, hospitality or a lifestyle brand environment; luxury experience is advantageous.
• Exceptional verbal and written communication skills, with the ability to adapt tone to client needs.
• Confidence handling complex or escalated service issues with calm and clarity.
• Comfort using CRM and ticketing systems; experience with Gorgias or similar platforms is desirable.
• Strong organisational skills and the ability to manage multiple conversations simultaneously.
• Affinity for travel, sunshine and the resort-wear lifestyle, with a passion for the Orlebar Brown ethos.
• A positive, engaging and solutions-oriented team player.
• Warm, intuitive and client-focused, with the ability to build rapport and trust.
• Natural sense of style, attention to detail and appreciation for premium experiences.
• Enjoyment of problem-solving and ability to thrive in a fast-paced, international environment.
• Agility and proactivity when switching between channels, tasks and tools.
• Curiosity, cultural awareness and passion for global destinations, sunshine and holiday energy.

Skills

Experience

2–4+ years in customer service, retail, hospitality or a lifestyle brand environment; luxury experience advantageous.

Benefits

Private medical insurance covering pre-existing conditions, with the option to add family members; online GP app with 24/7 appointments available within 24 hours; cycle scheme for tax-exempt bike and/or accessories purchases; company pension scheme; Orlebar Brown and CHANEL product discounts and employee-only sales; service award incentives; one week of paid Holiday Better leave, separate from 25 days' annual leave and UK public holidays; training and skills development; diverse working environment.

Culture

Orlebar Brown’s workplace culture reflects its British heritage and distinctive approach to tailored swimwear, combining a relaxed, holiday-inspired spirit with exacting standards of design and quality. The brand’s emphasis on fit, colour and contemporary lifestyle places creativity, attention to detail and customer experience at the heart of its professional environment.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.