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Monica Vinader

Job Details
Senior Customer Care Associate (004765)
Job Number: 004765
Job Title: Senior Customer Care Associate
Number of Openings: 1
Job Type (Employment Type): Direct Hire
Level of Education: No Minimum
Years of Experience: 2
Position Description

About the Company

Monica Vinader (MV) is a British luxury jewellery brand with a creative style and exceptional craftsmanship.

Successfully striking the balance between fashion and fine jewellery, MV creates individual contemporary pieces that are instantly wearable. Monica's unique designs, which include iconic friendship bracelets, vibrant gemstones and cutting-edge diamond pieces, have made Monica Vinader internationally successful and the brand is experiencing exceptional growth.

The business currently has boutiques and franchises in London, New York, Dubai, Singapore, Korea and Hong Kong, plus a rapidly growing global department store footprint. It currently employs over 150 staff and turnover has increased dramatically in the last three years and will reach £42m for 2018.

Future plans support continued growth of the business, including a further roll-out of its own and franchised stores, expansion of its wholesale distribution, particularly in the US, as well as continued investment in its own e-commerce channel.

Further information is available at www.monicavinader.com

About the Role

You will be responsible for the delivery of world class Customer Care, supporting the Customer Care Team Leader and the wider Customer Care Team.  You will provide a high level of service when carrying out any duties relating to the Customer Service of our external and internal Customers.

Key Role Responsibilities

Customer Care / Customer Obsession

  • Handle Emails, Calls, Live Chat and Returns processing (MV Core Customer Care)
  • Handle questions on our social media networks, Customer Reviews, Recommend a Friend programme and any other Customer related programmes
  • Be empowered to make the correct decisions for our Customers to make sure our Customers feel special at every opportunity giving a WOW factor on every interaction
  • Be the point of contact for escalations from Customer Care Associates
  • Be able to adopt a flexible approach with customer resolutions which ensures a Customer Obsessed yet commercial outcome
  • Be responsible for training new and existing Customer Care Associates and continually improving our training programme 
  • Be accountable for all of your actions and follow up on any promise given to the Customer
  • Maintain the brands reputation for excellent Customer Service
  • Act as an ambassador for MV being an expert in collections and products, and follow brands TOV
  • Support team lead in motivating the team on day to day workload to meet SLAs ensuring all areas are covered in team leads absence 


  • To liaise with parcel delivery providers both in the UK and internationally to follow up on any tracking questions or delivery issues
  • Work on other delegated tasks when necessary and be prepared to assist anyone else within the company if  help is asked for
  • Make decisions on releasing orders in line with MV fraud rule
  • Proactively feedback web issues directly to web department, relating to order issues, payment issues and promotional codes
  • Proactively feedback ideas for improvements on Customer Care processes 
  • Conduct quality assessments for Customer Care associates monthly as part of onboarding and ongoing training 
  • Support Team Lead in updating Customer Care reporting dashboards with key metrics that measure the teams performance

Key Responsibilities     

  • Achieve all SLA’s with Voice, Live Chat, Email, Social, Team Administration, Customer Reviews
  • Comply with Data Protection Act and PCI Compliance Regulations at all times
  • Offer flexibility across other areas of the Holkham Operations Team to assist with resource planning and cross training
  • To use all Microsoft Office package and in house IT solutions


  • To achieve your set targets in the following areas – Quality of Calls, Speed of Service, Data Accuracy and any other quantitative or qualitative measure associated with the role. 

Position Requirements

About You

Skills and Experience

  • At least 2 years’ experience dealing with Customers or similar experience
  • Strong ability to build trusted relationships through a professional but personable approach   
  • Multi-tasker with the ability to prioritise workload
  • Strong knowledge of MS Word, PowerPoint, Excel
  • Excellent verbal and written English communication skills

Educational Qualifications

  • Minimum academic level required: GCSE
  • Ideal academic level preferred: A Level or equivalent work experience
  • Professional Qualifications: Customer Service NVQ or Business Studies (preferred but not essential)

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.


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.


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.


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.


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