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.