Isobel Hought

I worked on the ground floor team where I:

• Accurately and efficiently operated advanced Point of Sale (POS) systems to process high volumes of transactions during peak trading periods, including seasonal events and promotional launches.
• Demonstrated in-depth knowledge of Fortnum & Mason's extensive product range — from fine foods and teas to gifting and hampers — to provide tailored recommendations and upsell where appropriate
• Maintained a thorough understanding of store layout, services, and heritage to assist customers confidently and enhance their overall shopping experience.
• Thrived in a fast-paced, customer-facing environment, consistently meeting high service standards and supporting the team in managing queues, resolving queries, and maintaining the brand's five-star reputation.
• Collaborated closely with colleagues and supervisors to ensure smooth day-to-day operations, stock awareness at tills, and an impeccable front-of-house presentation.

I represented Barbour's iconic British heritage brand at the Covent Garden flagship store, delivering exceptional service to a diverse and international customer base.

• Provided expert guidance on Barbour's full product range, including waxed jackets, seasonal outerwear, and lifestyle apparel, tailoring recommendations to customer needs, preferences, and seasonal collections.
• Maintained deep product knowledge, including fabric technology, garment care (e.g., re-waxing), and the brand's heritage story, to support confident and informed customer interactions.
• Assisted with visual merchandising and stock replenishment to ensure the shop floor was consistently well-presented and aligned with current campaigns and brand standards.
• Operated POS systems efficiently, managing both cash and card transactions, issuing refunds and exchanges, and ensuring a smooth, professional checkout experience.
• Worked closely with the store management team to support store operations, exceed customer service expectations, and uphold the premium in-store experience Barbour is known for.

As a Services Advisor at Selfridges' Manchester Exchange Store, I handled customer service tasks, including monitoring email inboxes, answering phone calls, and coordinating with various departments to resolve customer enquiries.

• I provided excellent customer service, constantly going above and beyond to ensure customer satisfaction.
• I developed conflict resolution skills, dealing directly with clients and acting as an intermediary between clients and boutiques.
• I securely managed customer data following GDPR protocols using software like Matflo and Salesforce. I also filled in relevant paperwork for customer returns, escalations, and delivery manifests.
• I supported dispatch and shipping, helping coordinate domestic and international deliveries.
• Additionally, I was part of the diversity group, which promoted diversity within the store by organising panel chats on religious diversity, providing facilities like a prayer room, and arranging dates for Muslim team members to break their fast whilst on shift. I also promoted these activities through Yammer.