JOB DESCRIPTION

Position Title: Aftercare Advisor

Location: Queen’s Arcade, Belfast, BT1 5FE.

Department: Service

Date: July 2024

Version: 1

Status: Permanent

Reports to: Customer Service Manager

Direct Reports: None

Hours of Work:

  • Full Time: 5 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.

 

Role Specification

Role Purpose:

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 Aftercare Team to ensure Lunn’s provide world class service and aftercare to our clients.

 Area of Responsibility: Brand Partnership

Key Activities:

  • 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.

 Area of Responsibility: Client Relationship

Key Activities:

  • Client interactions including processing of jewellery and watches in and out of the aftercare department.
  • Dealing with all client aftercare queries.
  • Grow and maintain existing clients into long term relationships.

 Area of Responsibility: KPIs & Aftercare Duties

Key Activities:

  • Achieve and maintain targets & operational standard within the aftercare department.
  • Advising clients on aftercare and maintenance queries
  • Administrative duties to include preparation and dispatch of items to suppliers and providing estimated for service work.
  • Stringent quality control on all items passing through the department
  • Liaising with suppliers and customers to ensure that all deadlines are met
  • Rolex Certified Pre-Owned (RCPO) and pre-owned repair handling.
  • Handling of all mono-brand repairs across the business.

 Area of Responsibility: Learning & Development

Key Activities:

  • 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.

 Key Relationships

Primary

Secondary

  • 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

 Skills

Essential

Desirable

  • 2 years’ experience in Retail 
  •  2 years’ experience in aftercare
  • Experience in Luxury Retail
  • Recognised jewellery qualifications
  • Experience in CRM systems

 Behaviours & Attributes

  •  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 fill out the form below.

CV’s only will not be accepted.

Lunn’s is an Equal Opportunity Employer.