Customer Service Consultant

Edinburgh  |  Head Office

CSC - 0506
Role Type
Part Time, Permanent
Salary Overview
£20,800 FTE increasing after successfully passing a 6 month probation
Competitive Salary
Expiry Date


We have several permanent vacancies within our Customer Service Centre - with a mix of part-time and full time. The contracts we have are between 28-35 hours per week, working on a rota basis, including weekends and evenings up to 6pm and 8pm over peak periods. Salary for this role is £20,800 (based on a 35-hour contract), increasing to after successfully passing a 6-month probation period.

Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you.

How we reward your hard work…

At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as;

  • 22 days holidays plus bank holidays, increasing with service (pro-rata based on contract hours)
  • Up to 40% off fashion
  • Up to 40% off hospitality, foodmarket and hampers
  • 30% off beauty and perfumery, wine and spirits
  • Clothing allowance

You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups – Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!

About the role…

As a Customer Service Consultant, you will:

  • Act as first point of contact for all store and online related customer enquiries via phone, email, webchat, and social media while demonstrating your passion for delivering outstanding service
  • Take ownership of and resolve all multi-channel issues and complaints and escalate as appropriate, to best meet the needs of both the customer and business  
  • Develop and maintain a comprehensive knowledge of multi-channel products, brands and services offered (e.g., beauty services; gifts experiences and personal shopping), whilst keeping up to date our website, promotional and events calendars
  • Work as part of the Harvey Nichols team, developing effective inter-departmental relationships, to enhance the customer experience and enhance the Harvey Nichols brand
  • Effectively use customer engagement and order management systems; taking responsibility for personal performance and achievement of KPIs     


When joining the team, you will initially be fully office based. This means that you must be able to commute into the Edinburgh Store, based at St Andrews Square.

On successful completion of your training and probation period, you will be offered the opportunity of hybrid working with days allocated in accordance with business needs.

Should you wish to accept this, you will require to 

  • Have a practical homework environment including a comfortable and safe space to work with minimal noise disruption
  • Have fast and stable broadband connection to support, where you will be able to carry out all aspects of the Customer Service role, including being able to make and receive customer calls.

Is this you?

We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different.

  • Customer service ethos with positive, “here-to-help" mindset.
  • Demonstrable experience in a customer facing or administrative role
  • Strong organisational skills
  • Excellent written, listening and verbal communication skills
  • The ability to prioritise; problem solve and work under pressure
  • Fully PC literate with experience in, or aptitude for, online support systems

If this sounds like you, we want to hear from you!

Where do I sign?

If you are already thinking of what you will wear on your first day (no we don’t have uniforms – just a passion for fashion!) and this role catches your eye, hit the “apply” button below to kick-start your journey with us.

We will contact you by email and so please check your junk folder to ensure you do not miss any correspondence.

Please note we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we may be unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

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