We are hiring!

CUSTOMER SERVICES ADVISOR

About us

James Hare is a well-established (1865), family-run company based in Leeds city centre and is Britain’s leading silk specialist. It is still owned and run by the Hare family, producing luxury textiles for the demanding world of fashion and interiors. Firm favourites with leading designers and decorators, James Hare luxurious fabrics are famous worldwide.

As a Customer Services Advisor you will be responsible for delivering excellent customer service to the customer base. You will work with a highly motivated and focused team

The role’s responsibilities are;

• Give excellent customer service in line with expected service levels.
• Processing of daily orders and dealing with customers via telephone and email.
• Controlling input and handling customer queries and complaints, issues and operational irregularities with follow up.
• Communicate with other departments ensuring all issues are dealt with effectively.
• Giving customers information about products and services.
• Give advice to customers on fabrics and offer alternatives if fabrics are unavailable.
• Assist in other departments if required.
• Setting up new customer accounts.

The post holder must:

• Be educated in Math’s and English to GCSE level.
• Be PC literate.
• Possess the ability to work as a team and independently.
• Have good oral and written communication skills, with a good telephone manner.
• Be hard working and diligent.
• Deal with customers calmly and efficiently.
  
  

Benefits

• Holiday allowance of 25 days plus bank holidays (increases in line with service)
• Summer hours offered between 1^st June and 31^st August.
• City centre location within walking distance from shops, cinemas and restaurants.
• Railway station within 5 minutes walking distance.
• Discretionary bonus scheme
• Vibrant working environment
• Complimentary gym passes
• Discount at local coffee shop
• Staff product discount

Job type:

• Full time, permanent.
• Hours: Monday – Friday 9am – 5 pm

Salary

• Up to £24,000 pa

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 2 years (preferred)

Work Location:

• Office

Please send you CV to career@james-hare.com

Agent Relationship Manager 

Location: Leeds City Centre
Salary: £28,000 base salary plus £2,000 OTE

Job Type: Full-Time / Permanent

Hours: Mon-Fri / 37.5-hour week

Are you an experienced sales or customer service professional with a passion for building strong relationships?

This is a fantastic opportunity to work with a premium British brand, supporting global agents and customers in the luxury fashion and interiors sector.

What’s on Offer
£28,000 base salary plus £2,000 on-target earnings

25 days holiday plus bank holidays (increasing with length of service)

Summer hours offered between 1st June and 31st August

City centre office within walking distance of shops, cinemas, and restaurants

Five-minute walk from Leeds train station

Complimentary gym passes

Discount at a local coffee shop

Staff product discount

About the Company

Established in 1865, James Hare is Britain’s leading silk specialist, producing luxury textiles for the international fashion and interiors markets. Still owned and managed by the Hare family, the business is known for quality, service, and its long-standing reputation with top designers and decorators worldwide.

The Role

As Agent Relationship Manager, you will act as the primary point of contact for incoming enquiries from international agents and customers. You will be responsible for providing quotes, processing orders, following up on proposals, and building long-term relationships that support the company’s global sales objectives.

This is a fast-paced, varied role requiring strong communication, attention to detail, and a customer-focused mindset.

Key Responsibilities

Agent Management & Support

•  Oversee and support the performance of a network of agents to ensure alignment with company sales and growth objectives.
•  Act as the primary liaison between the company and agents, ensuring consistent communication and collaboration.
•  Performance Monitoring & Development
•  Set, monitor, and evaluate sales targets for agents, providing guidance and intervention where necessary to drive results.
•  Identify training and development needs; deliver or coordinate relevant coaching to enhance agent effectiveness.
•  Territory & Customer Growth
•  Develop and implement strategic plans with agents to grow their customer base and market share within assigned territories.
•  Ensure agents are focusing on priority accounts and high-potential customers in line with company strategy.
•  Customer Relationship Building
•  Accompany agents on key customer visits to strengthen relationships, provide commercial support, and enhance         customer confidence in the company’s offering.      
•  Facilitate solutions to customer challenges by collaborating across internal departments and agent networks.
•  Sales Conversion & Pipeline Management
•  Proactively support agents in progressing enquiries through to order conversion, removing obstacles to closing deals.
•  Monitor and analyse sales pipelines, providing insights and recommendations to improve conversion rates.

CRM Compliance & Data Management

•  Ensure all agents are effectively using the company’s CRM system to record activities, manage pipelines, and maintain accurate   customer data.
•  Review CRM data regularly to track performance, identify trends, and inform decision-making.

Reporting & Insights

•  Prepare and deliver regular reports on agent performance, sales results, and territory developments for senior management.
•  Provide actionable insights and recommendations to enhance agent productivity and market penetration.

Market Intelligence

•  Gather and share market intelligence, competitive insights, and customer feedback from agents to inform company strategy and   product development.
  
  

What You'll Need

•   Minimum 2 years’ experience in an internal sales or customer service role
•   Experience working with customers in a professional environment
•   Excellent communication and interpersonal skills
•   Strong attention to detail and the ability to manage multiple tasks
•   Confidence using Microsoft Office (Excel, Word, Outlook) and CRM systems
•   A proactive and customer-focused approach
  
  
  

This is an exciting opportunity to work with a respected heritage brand that combines tradition with a modern, international presence. If you enjoy building relationships and delivering exceptional service, we’d love to hear from you.

Please send you CV to career@james-hare.com