Client Relations Assistant (Fixed Term Contract)

Founded in 2008, Holland Cooper is a luxury British lifestyle brand renowned for its timeless design, exceptional craftsmanship, and distinctive blend of heritage and modern sophistication. With a strong focus on tailoring, premium fabrics, and elevated styling, the brand has built a loyal global following and a powerful visual identity. At Holland Cooper, creativity, attention to detail, and commercial awareness sit at the heart of everything we do.

We're looking for a Client Relations Assistant to join us on a fixed-term contract from 1 November to 1 February, supporting the team through our peak trading period. This is a full-time role, working shifts patterns across 9am–7pm Monday to Friday and occasional Saturdays.

You'll be part of a close-knit team delivering a premium, personalised experience across every customer touchpoint. If you're organised, personable, and take real pride in getting things right, we'd love to hear from you.

Key Responsibilities:

• Deliver a premium, personalised customer experience across phone, email, chat and in-person interactions, meeting SLA requirements and personal KPIs.
• Assist in resolving customer queries and complaints professionally, escalating complex issues to management in line with HC's tone of voice.
• Support the team in monitoring and maintaining group KPIs and team objectives.
• Maintain accurate client records in CRM systems and keep order statuses up to date.
• Assist in the implementation and ongoing management of customer experience initiatives and process improvements, including cross-departmental communications and shared worksheets.
• Support the administrative duties of the Client Relations team within the order management process.
• Manage and update internal systems, working alongside departments including exports, ecommerce, warehouse and finance.
• Contribute to weekly team meetings, bringing ideas for continuous improvement to the customer journey.
• Maintain up-to-date knowledge of collections, product details and brand heritage through ongoing training and seasonal updates.
• Contribute to individual and team KPIs, identify recurring issues, and support continuous improvement initiatives to enhance service quality.

Key Competencies/Behaviours:

• Warm, professional communicator with strong interpersonal skills, comfortable across phone, email and in-person interactions.
• Highly organised with the ability to multitask and manage competing priorities calmly.
• Customer-centric mindset with a genuine focus on quality and responsiveness.
• Accurate and detail-oriented
• Proactive and solutions-focused, able to use initiative without waiting to be asked
• Adaptable and willing to learn new processes and tools quickly.
• Flexible and reliable, including during extended peak trading hours.

Skills/Experience Required:

• Experience in a customer service, client support or related role.
• Familiarity with CRM systems and customer support tools.
• Excellent verbal and written communication skills.

Benefits

• Competitive salary
• 25 Days Holiday plus bank holidays
• Have your Birthday Day off on us to celebrate you
• Increased benefits with length of service (e.g. holiday, pension contributions)
• Enhanced Maternity and Paternity pay
• Generous staff discount and staff shop available
• Fresh fruit and pastries delivered weekly
• Cycle to Work Scheme
• ·Employee Assistance Programme, including mental health support

Pay: £26,500.00 per year

Work Location: In person