Job Title: Customer Care Associate - Office Based

Location: Strand, London

Reporting To: Customer Care Team Lead

Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry. We are proud to have received:

• Responsible Jewellery Brand, 2026 – Country & Town House

• Responsible Business of the Year, 2025 – Positive Luxury

• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for a Customer Care Associate to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

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 Black Friday and Winter 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.

Our team works in shifts between 9am and 9.10pm Monday to Friday and 8.30am - 5pm at the weekend as standard. These hours are subject to change during busier sales periods where we usually work between the hours of 8am and 10.10pm Monday to Friday and 8.30am - 7pm on weekends. .

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

This role is aligned to Junior-Level capability indicators within our Capability Framework.

Connect & Empower

• Communicates clearly and respectfully in all formats (e.g. email, chat, phone)

• Builds trusted relationships through a friendly, approachable, and dependable working style.

• Collaborates effectively with the wider Customer Care team, escalating issues appropriately and sharing information openly.

Drive & Deliver

• Completes work efficiently and to a high standard within KPIs

• Seeks to understand the 'why' behind tasks

• Honesty, transparency, and accountability in all actions.

Grow & Adapt

• Adjusts quickly to new tasks, tools, processes or team structures.

• Asks thoughtful, respectful questions to understand decisions

• Responds positively to feedback and uses it to improve performance.

Master & Apply

• Applies core tools and systems confidently and accurately

• Adapts approach to suit the task, audience, or objective

• Embraces learning opportunities and feedback

To be successful at Monica Vinader, it helps if you...

• Are hands-on, solutions-focused, and entrepreneurial

• Collaborate openly with humility, honesty, and humour

• Embrace learning, teaching, and personal growth

• Stay resilient, adaptable, and self-motivated in a creative environment

• Speak up when you don’t know - and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Regular travel to our London office will be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service.

We are:

Customer Obsessed We put our customers at the centre of every decision and deliver thoughtful, personal experiences.

Caring We act with respect and empathy for people, communities, and the planet.

Fast Paced We move with focus and flexibility to make progress quickly and decisively.

Exceptional We hold ourselves to high standards and are always learning, improving, and raising the bar. Commercial We make smart, data-led decisions that create long-term value for the business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge: Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.