At a Glance
- Tasks: Deliver world-class customer service via phone, webchat, and social media.
- Company: Join a female-founded luxury jewellery brand committed to sustainability and innovation.
- Benefits: Flexible shifts, hands-on experience, and a chance to work in a vibrant team.
- Other info: Great opportunity for personal growth in a fast-paced environment.
- Why this job: Be part of a passionate team shaping the future of modern jewellery.
- Qualifications: Strong communication skills and a friendly, approachable attitude.
The predicted salary is between 11.7 - 14.3 £ per hour.
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 Luxury Business of the Year, 2025 & 2026 – 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 Seasonal Customer Care Associates 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...
- 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
Travel to our London office to work will be required during the hours outlined above.
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.
Seasonal Customer Care Associate employer: Monica Vinader
Monica Vinader is an exceptional employer that fosters a dynamic and collaborative work culture, particularly for the Strategic Regional Merchandiser role. With a focus on employee growth and development, the company offers unique opportunities to engage with cross-functional teams in a vibrant London setting, all while enjoying the flexibility of hybrid working arrangements. Join us to be part of a brand that values innovation and empowers its employees to make impactful contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Seasonal Customer Care Associate
✨Hit the Ground Running with Seasonal Hiring!
Many customer support roles, especially seasonal ones, ramp up around holidays or special events. Keep an eye out for hiring fairs or open days in your area. Local businesses often need a boost during peak times, so don’t hesitate to drop in and chat directly with the team at places like Monica Vinader.
✨Join Customer Support Communities
Dive into online communities focused on customer support, like forums or social media groups. This is a fantastic way to connect with others in the field, learn about unadvertised roles, and share experiences. Plus, you never know when a connection might lead to an opportunity at places like Monica Vinader.
✨Show Off Your Skills!
Since you're targeting a seasonal role, create a quick online portfolio showcasing your customer support skills. Whether it’s resolving customer queries, handling difficult conversations, or just general customer engagement – put it all out there! Make sure to share the link when you apply to Monica Vinader.
✨Be Prepared for the Busy Season
You know seasonal work can get intense, so brush up on common customer queries and best practices before interviews. When you’re prepared to talk about handling high-stress situations, it shows you’re ready to step in during the crunch periods. This is likely to impress the team at Monica Vinader!
We think you need these skills to ace Seasonal Customer Care Associate
Some tips for your application 🫡
Show Off Your Customer Support Skills:In your CV, make sure to highlight any previous experience you've had in customer support or related fields. This could include resolving customer issues, handling complaints, or even just being a go-to person for friends and family. Use specific examples that demonstrate your capability to help others effectively—the more relatable, the better!
Tailor Your Cover Letter with Enthusiasm:For a seasonal role at Monica Vinader, we want to see your excitement for both the job and the company. Use your cover letter to express why you're interested in customer support specifically and how you're eager to help customers during peak times. Mention any relevant skills or experiences that make you a perfect fit!
Flexibility is Key:Seasonal positions often require adaptability, so emphasise your willingness to work varying shifts or tackle new challenges. Let us know about your flexibility in your cover letter, as it shows you're ready to jump into action when needed and helps us understand your availability throughout the season.
Emphasise Soft Skills and Teamwork:In customer support, your soft skills are just as crucial as your experience. Highlight qualities like patience, empathy, and communication in your CV and cover letter. If you have examples of working in a team to solve problems or improve processes, shout about them—they'll show us how you can contribute to a great atmosphere at Monica Vinader!
How to prepare for a job interview at Monica Vinader
✨Showcase Your Customer Empathy
In customer support, empathy is key! Come prepared with examples from past experiences where you handled customer issues. Think of specific situations where you turned a frustrated customer into a satisfied one, because those real-life stories will show Monica Vinader that you've got the right attitude for their team.
✨Know the Tools of the Trade
Familiarise yourself with popular customer support tools like Zendesk or Freshdesk. If you've used any chat or ticketing systems before, be ready to discuss how you navigated them and any challenges you overcame. This will demonstrate that you're not just a people person but also tech-savvy, which is super important in this field.
✨Prepare for Role-Playing Scenarios
Expect some role-playing during your interview where you'll be asked to deal with a hypothetical customer scenario. Practise handling common issues, such as a complaint about a product or service delay. This will give you a chance to display your problem-solving skills and how you maintain professionalism under pressure.
✨Highlight Your Flexibility and Enthusiasm
As this is a seasonal position, let your passion shine! Talk about your willingness to dive into the role, your adaptability to busy periods, and how you thrive in high-pressure environments. Share why you're excited to join Monica Vinader during this peak time and how you can be an asset to their team.
