Monica Vinader Ltd Careers

Job Title: Customer Care Team Lead - Office Based

Location: Strand, London & Remote

Reporting To: Customer Care Manager

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:

●        Ethical Jewellery Business of the Year 2021, Retail Jeweller

●        Queen's Award for Enterprise: Sustainable Development 2022

●        Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury

●        Best Sustainable Luxury Jewellery Brand 2022, Marie Claire UK

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.

The Customer Care team is the voice of our brand; they champion world-class service and drive our customer experience across a range of platforms and touch points to exceed our customer’s expectations. You’ll be working in a fast-paced, digitally focused team which strives to put our customer first.

Our team works remotely, assisting customers with pre-sales and styling support through to service delivery and aftercare. We work closely with our ecommerce, retail and operations teams, always striving to give our customers the best service possible.

Reporting to the Customer Care Manager, you will be responsible for leading our team of Customer Care Associates to deliver exceptional service across all support channels whilst driving productivity and performance improvements and ensuring all SLAs are consistently achieved.

What you’ll do

Customer Obsession

●        You will ensure associates deliver a quality service across all our channels (phone, live chat, WhatsApp, email, social media and review platforms) in order to maintain the brand’s reputation through excellent Customer Service.

●        You will be empowered to go above and beyond in order to delight our customers at every opportunity in order to leave a lasting impression whilst ensuring a commercial outcome.

●        You will elicit customer feedback from your team and effectively disseminate to deliver value across the business.

●        You will ensure the team comply with GDPR and PCI Compliance Regulations at all times

Associate Supervision

●        Overseeing organisation of the daily workload of the Customer Care Associates to ensure that SLAs are met.

●        With the support of our Senior Customer Care Associates, act as a secondary escalation point for associates ensuring they effectively resolve all customer enquiries.

●        Coaching associates in the required culture and behaviours. Motivating staff and maintaining high levels of morale within the team.

●        Monitoring individual and team performance and providing feedback through regular 121 and bi-annual appraisals.

●        You will oversee the execution of associate quality assessments in order to identify training needs and ensure training plans are executed to schedule.

●        Lead daily huddles ensuring relevant information is communicated to the team including customer issues, team performance and daily targets and goals

Resource Planning and Team Management

●        Thorough analysis of backlogs and daily contact forecasts so you can create team rotas and daily schedules, ensuring that work is delegated efficiently and SLA targets are met.

●        Continuously review team output and backlogs throughout the day and take corrective action to ensure SLAs are consistently achieved.

●        Work to continuously improve the productivity/efficiency of the processes. Monitor performance of self and team.

●        Working with the other Team Leaders to take a test and learn approach and  ensure best practice is spread throughout the team.

●        Providing continual training, coaching and development to ensure associate excellence.

●        Support with recruitment, onboarding and training during peak periods at our London location.

●        Regularly report on departmental and team issues to the Customer Care Manager.

What you’ll bring

●        Proven experience in Customer Service/Contact Centre/Customer Experience environment is required, preferably in a luxury goods or brand focused organisation

●        Extremely hands on and happy to work on the frontline when needed

●        Metrics driven and highly analytical, taking a methodical approach to testing your ideas for improvement

●        Ability to work in a fast paced environment and be an evangelist for change

●        Results driven and people focused

●        Previous use of a ERP or CRM system advantageous

●        Passionate about customer experience and continuous improvement

●        Previous experience of managing sales/styling, repairs or fraud team is desirable

●        Service focused, always putting the customer first

●        Excellent written and verbal communication skills

●        Open to weekend and holiday availability, primarily during peak trading

To be successful at Monica Vinader...

●        You are a doer

●        You’re a team player

●        You’re humble

●        You are honest, straightforward and transparent

●        You are a good teacher/mentor (approachable and accessible)

●        You want to get your hands dirty

●        You solve problems

●        You are resilient

●        You are flexible

●        You are entrepreneurial, smart, and passionate

●        If you don't know something, you say so. Then go figure it out quickly

●        You love working in a creative environment

●        You have a sense of humour

●        You are an insatiable learner

Additional Requirements

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

Travel Requirements

Regular travel to our London office may 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

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our 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.