Job Title: Customer Care Associate – Office Based
Location: Strand, London
Reporting To: Customer Care Team Lead
Who We Are
Monica Vinader is a luxury jewellery brand that values integrity, craftsmanship and innovation. We create responsibly made pieces that are designed to last and want to offer customers the best possible experience.
Where we need your help
We are looking for a Seasonal Customer Care Associate to support customers during Black Friday and the Winter Sale. The role is based in our central London office and involves handling calls, webchat, WhatsApp, emails and social media interactions.
Working hours
Monday to Friday 9:00 am – 9:10 pm and Saturday‑Sunday 8:30 am – 5:00 pm. During peak sales periods hours may extend to 8:00 am – 10:10 pm Monday‑Friday and 8:30 am – 7:00 pm weekend.
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 the Data Protection Act and PCI Compliance Regulations.
- Collaborate with team members to achieve service level agreements (SLAs) for all communication channels.
- Maintain flexibility during peak periods to ensure exceptional service delivery.
- Use Microsoft Office 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.
- Demonstrates 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.
Additional Requirements
- Authority to work in the United Kingdom.
Travel Requirements
Regular travel to our London office will be required.
#J-18808-Ljbffr”, “datePosted”: “2026-05-19”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Monica Vinader”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__435987044__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “London” } } }Job Title: Customer Care Associate – Office Based
Location: Strand, London
Reporting To: Customer Care Team Lead
Who We Are
Monica Vinader is a luxury jewellery brand that values integrity, craftsmanship and innovation. We create responsibly made pieces that are designed to last and want to offer customers the best possible experience.
Where we need your help
We are looking for a Seasonal Customer Care Associate to support customers during Black Friday and the Winter Sale. The role is based in our central London office and involves handling calls, webchat, WhatsApp, emails and social media interactions.
Working hours
Monday to Friday 9:00 am – 9:10 pm and Saturday‑Sunday 8:30 am – 5:00 pm. During peak sales periods hours may extend to 8:00 am – 10:10 pm Monday‑Friday and 8:30 am – 7:00 pm weekend.
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 the Data Protection Act and PCI Compliance Regulations.
- Collaborate with team members to achieve service level agreements (SLAs) for all communication channels.
- Maintain flexibility during peak periods to ensure exceptional service delivery.
- Use Microsoft Office 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.
- Demonstrates 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.
Additional Requirements
- Authority to work in the United Kingdom.
Travel Requirements
Regular travel to our London office will be required.
#J-18808-Ljbffr…