JOB DESCRIPTION 

Position Title: Aftercare Administrator

Location: Lunn’s The Jewellers, Queen’s Arcade, Belfast, BT1 5FE

Department: Service

Date: Aug 2024

Version: 1

Status: Permanent

Reports to: Customer Service Manager

Direct Reports: None

Hours of Work:

Part time (22.5 hours) 3-day week, rolling two-week rota.

Week 1 - Monday to Wednesday 8:45am to 5:15pm.

Week 2 – Thursday to Saturday 8:45am to 5.15pm

Hybrid working is not available for this role as it is customer facing.

 

Role Specification

Role Purpose:

To provide administrative support for the day-to-day operation of the Aftercare Department to ensure that every customer receives exceptional aftercare service from Lunn’s.

Role Scope:

Work within the Aftercare Team to ensure Lunn’s provide excellent aftercare to our clients.

 Area of Responsibility: Customer Service

Key Activities:

·        Answering of external telephone calls and directing calls as required.

·        Dealing with general queries as they arise both internal and external regarding aftercare, as required.

 Area of Responsibility: Administration

Key Activities:

·        Managing the service email account, dealing with queries, or directing queries to the appropriate department or person.

·        Dealing with incoming postage within the service department.

·        Managing and ensuring that any repairs not completed by manufacturers are marked in on the system, costing of the item is processed and invoiced.

·        To contact manufactures and customers to ensure that repairs are in line with customers quoted date of return.

·        Preparation of postal documentation for the overall business.

·        Arranging postage and collection of export sales.

·        Delivering mail to the relevant departments.

·        Draft and send estimates that have been returned from the manufacturers for any items that clients have requested to be repaired or altered.

·        Chase up manufacturers for repairs that have not been acknowledged.

·        Type documents for Insurance and Valuations, as required.

·        Any other reasonable duties, as required.

·        Booking company travel and accommodation, as required.

 Key Relationships

Primary

Secondary

 ·        Customer Service Manager

·        Assistant Manager Service

·        Service Team

·        Watch Makers

·        Support teams

·        Sales Teams

·        Stock Room

·        Multi and Mono Brand Managers

 

 

 

Skills

Essential

Desirable

 ·        Minimum of 2 years’ experience working in a customer facing role.

·        Excellent telephone manner

 ·        Experience of Encore

·        Working knowledge of MS Office suite.

 Behaviours & Attributes

 ·        Proven ability to work on own initiative and as part of a team.

·        Effective communicator with all levels

·        Excellent planning, organisation, and ability to prioritise.

·        Professional manner with clients and colleagues.

 

To apply please fill out the form below (CV’s only will not be accepted).

Closing date for this role is Wednesday 16th October 2024 at 5pm.

Lunn’s is an equal opportunity employer.