Sales & Service Support Executive, HSR

Role overview

This position supports the store through customer service coordination, back-office processing, internal controls, and day-to-day administrative tasks. The role also acts as a link between the sales team, service operations, and store support functions to keep customer requests moving smoothly.

Customer service operations

• Oversee the handling and follow-up of customer service cases.
• Manage customer interactions, including complaints and follow-up actions in the store systems.
• Ensure accurate tracking and completion of customer requests, special and personalised orders, reservations, wish lists, remote sales, and repair-related requests.
• Work closely with the sales team to make back-office follow-up for these services more efficient and easier to manage.

Service performance and improvement

• Take ownership of the business performance of all service-related activities.
• Track conversion levels and the average handling time for reservations and customer requests.
• Monitor turnaround times across each stage of the after-sales and repair process.
• When appropriate, guide sales teams to use customer request services only when needed so that available in-store products can be sold directly.

Internal control and procedures

• Provide till support when required.
• Help the stock team identify and correct negative stock positions or inventory mismatches.
• Maintain the store archive for relevant documents in line with local and group internal control requirements.
• Ensure procedures linked to internal control and health and safety are properly applied.
• Act as the store’s service-process key user for digital tools, including onboarding new team members, explaining new features or procedures, and resolving process-related issues.

Store team administration

• Support the preparation and management of staff rota planning to help optimise sales floor coverage.
• Coordinate with external agencies for temporary or outsourced staffing needs.
• Handle internal communication and help keep the store team informed.
• Oversee allocation of staff uniforms.
• Arrange office stationery, food and beverage supplies, and other store tools; coordinate with suppliers; and check deliveries and invoices.
• Track and follow up on general store expenses.

Maintenance and security

• Manage routine store maintenance and work with suppliers or head office teams to ensure issues are fixed promptly.
• Coordinate internal and external security agents.

Requirements and working conditions

• Interest and enthusiasm for retail and luxury environments.
• Prior experience in an administrative or operations role, ideally within retail.
• Strong organisational skills, attention to detail, reliability, and the ability to work independently and plan ahead.
• Customer-focused mindset with strong communication abilities.
• Comfortable using Excel and other IT tools.
• Good team player.
• Fluency in English, both spoken and written, is required.
• Based in a store environment.
• Five-day work week with three Saturdays or Sundays off each month.
• Working hours are 10:00 am to 7:30 pm.

About the company

The employer is a long-established French luxury house known for its craftsmanship, independence, and family ownership. It operates globally with a large workforce and a network of retail stores, while emphasising high standards, entrepreneurship, and the sharing of specialist know-how.