Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

• Jewellery Business of the Year, 2024, Positive Luxury
• Best Sustainable Watch/Jewellery Brand, 2024, Country and Town House
• Top 50 Inspiring Workplaces (UK and NI), 2024, Inspiring Workplaces

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

As a Seasonal Customer Care Associate, you'll play a crucial role in delivering world-class luxury service to our customers during Summer Sale. This role will be based in our central London office, and you'll be expected to handle various communication channels including phone calls, webchat, WhatsApp, emails, and social media interactions.

What you’ll do

• Handle phone calls, webchat, WhatsApp, emails, and social media interactions to assist customers with pre and post-purchase inquiries such as orders, promotions, deliveries, returns, and repairs.
• Respond to customers on social channels and review sites to maintain the brand's reputation for excellent customer service.
• Liaise with parcel delivery providers to address tracking questions or delivery issues.
• Adhere to Data Protection Act and PCI Compliance Regulations.
• Collaborate with team members to achieve service level agreements (SLAs) for various communication channels.
• Maintain flexibility during peak periods to ensure exceptional service delivery.
• Use Microsoft Office package and in-house IT solutions effectively.
• Achieve set targets in Quality of Conversation (QA), Speed of Service, and Data Accuracy.
• Proactively share feedback with the line manager to enhance the customer experience.

What you’ll bring

• Proactive attitude and ability to thrive in a fast-paced environment.
• Team player mentality with a commitment to supporting a positive work atmosphere.
• Honesty, transparency, and accountability in all actions.
• Strong problem-solving skills and resilience in handling challenging situations.
• Flexibility and willingness to adapt to changing priorities.
• Entrepreneurial spirit, passion, and eagerness to learn.
• Ability to work effectively in a creative environment.
• Sense of humour and approachability.
• Strong communication skills and willingness to mentor others.

Travel Requirements

Regular travel to our London office will be required.