Customer Care Associate Customer Care · London Head Office

Location: Strand, London

Reporting To: Customer Care Team Lead

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.
• Regular travel to our London office will be required.

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.