JOB DESCRIPTION

Position Title: Customer Service Advisor
Location: Queen’s Arcade, Belfast, BT1 5FE
Department: Retail
Date: September 2025
Version: 1
Status: Permanent
Reports to: Customer Service Manager
Direct Reports: None

Hours of Work:

•    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.

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 Service 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 client queries and complaints.
•    Grow and maintain existing clients into long term relationships.

Area of Responsibility: KPIs & Service Duties

Key Activities:
•    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.

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

•    Customer Service Manager
•    Customer Service Assistant Managers
•    Customer Service Advisors
•    Stock Room 
•    Sales Teams - Multi & Mono
•    Commercial Team

Secondary

•    Patek Philippe Specialists 
•    Lunn’s Multi Brand Managers
•    Lunn’s Mono Brand Managers
•    E-Comm 
•    Marketing 
•    Sales Teams
•    HR & IT

Skills
Essential
•    2 years experience in Retail or 2 years experience in customer service/ aftercare
Desirable
• 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.

Please fill in the form below to apply for the position.

CV's only will not be accepted.

Closing date 14th October 2025.

Lunn's is an equal opportunity employer.