JOB DESCRIPTION
• Full Time: 5 over 7 days per week, 37.5 hours standard hours (typically 8.45am-5.15am)
• There may also be a requirement, on occasions to work additional hours as per business needs.
To maintain all areas of expertise in the aftercare department you will develop the Brand Partnerships within the aftercare department, ensuring all KPIs are in line with Brand expectations.
Role Scope:
Work within the Service Team to ensure Lunn’s provide world class service and aftercare to our clients.
• Keep abreast of the commercial market to ensure awareness of the market.
• Maintain an excellent working knowledge of Jewellery and Watches to ensure emerging trends are recognized and acted upon.
• Keeping up to date with Brand Partners socials for updates and launches.
• Build and maintain relationships with Brand Reps.
Key Activities:
• Client interactions including processing of jewellery and watches in and out of the aftercare department.
• Dealing with client queries and complaints.
• Grow and maintain existing clients into long term relationships.
• Achieve and maintain all KPI’s for Brand Partners.
• Manage repairs in and out of the service department.
• Correspondence with manufacturers and clients.
• Quality control mark backs and processing via the system.
• Dispatch of repairs to manufacturers.
• Estimates generated from manufacturers to customers.
• Handling local repairs in and out of the service department.
• Valuations of repairs.
• RCPO and pre-owned repair handling.
• Handling of all mono-brand repairs across the business.
• Continue to prioritise learning and development for yourself and ensure you keep up to date with any qualifications required in the industry.
• Keep abreast of product training for all Brand Partners.
• Ensure you keep up to date with all professional training.
• Customer Service Manager
• Customer Service Assistant Managers
• Customer Service Advisors
• Stock Room
• Sales Teams - Multi & Mono
• Commercial Team
• Patek Philippe Specialists
• Lunn’s Multi Brand Managers
• Lunn’s Mono Brand Managers
• E-Comm
• Marketing
• Sales Teams
• HR & IT
• Recognised jewellery qualifications
• Experience in CRM systems
• Excellent Customer Service skills
• Strong analytical and problem-solving skills
• Strong negotiation skills
• Excellent attention to detail
• Effective communicator with all levels of colleagues.
• Excellent planning, organisation and time management.
• Working knowledge of MS Office suite.
• Professional manner with colleagues.
• Clear communicator, both written and verbal
• Work well in a team.
• Excellent numeracy skills
• Ability to build rapport and relationships.
To apply, please attend our recruitment evening on Thursday 22nd January. No appointment is required. Please bring a copy of your CV, as interviews will be held on the evening.
Lunn’s is an equal opportunity employer.