Salary :  £23,000
Summary of role and responsibilities

• Provide above-and-beyond customer service, in a warm and friendly manner.
  

• Tell our brand story, and develop and maintain friendly and on-going relationships with customers wherever possible.
  

• Handle Alex Monroe customer service telephone calls, driving sales wherever possible, in line with the brand’s ethos.
  

• Administer all pieces of jewellery received into Alex Monroe for Repairs & Reconditioning, providing assessment of the piece, accurate logging and an efficient service.
  

• Liaise constructively and build good working relations with clear communication to all other departments and colleagues across the company.

Specific Responsibilities:

• Advise and sell to our customers in our Snowsfields and Floral Street boutiques, engage customers, and tell our brand story.

• Ensure that our stores are always an attractive place to visit.

• Assist with stock management as required.

• Assist with other projects, such as preparation for and hosting special customer events.

• Respond to telephone enquiries with a positive and friendly manner, maintaining composure when potentially faced with a large volume of calls.

• Provide accurate information for customers, following Alex Monroe Customer Care guidelines and policies at all times.

• Log and assess items received for repair / reconditioning, contacting customers with their quote upon receipt, also reassuring them that their pieces have been safely received.

• Wherever possible, go the extra mile for the customer, ensuring they receive the best advice and service, and have an outstanding experience with Alex Monroe.

• Drive sales across the business whenever possible, in a warm and non-pushy way.

Additional Responsibilities:

• Seek information, and continuously develop knowledge about the brand positioning and the jewellery marketplace.

• Support Alex Monroe in developing and maintaining a positive and friendly working environment for all employees.

• Promote good teamwork, liaising constructively with clear communication to your team, and colleagues in all other departments.

• Proactively participate in our company goal to be environmentally conscious and sustainably minded.

Skills and Experience Required:

• Proven customer support experience, with a focus on putting the customer first.

• Comfortable on the shop floor, selling with our AM ‘Guiding Principles’ and working as a team to meet daily targets.

• The ability to communicate in a range of formats is essential, and everyone who walks through our doors, emails or telephones should be treated equally, and as a potential long-term customer.

• Great organisational skills and attention to detail.

• Ability to multi-task, prioritise and manage time effectively and efficiently.

• Ability to assess customers’ needs, adapting to different personalities accordingly, to provide the best resolution.

• A strong commitment to always see things through – doing whatever you need to, to fulfil your promise to a customer.

• Patience to listen to customer’s concerns, and ability to resolve issues or complaints in a calm and brand-appropriate way, finding and offering solutions to ensure a positive resolution.

• A positive, can-do attitude, taking ownership and responsibility of tasks with a flexible and enthusiastic approach.

• This role is perfect for someone who gets a ‘buzz’ from helping customers, and is willing to go the extra-mile to please a customer and build trust and loyalty

What you will bring to the role:

• An experienced luxury retail sales rep, preferably from a Jewellery background with a proven sales record.

• Prior knowledge of jewellery, metals, diamonds and gemstones would be beneficial.

• Confidence in sharing knowledge with new and existing members of your team.

• Keen eye for detail

• Good administrative and organisational skills.

• An interest in operational procedures

• Excellent customer service and interpersonal skills

• Passion and enthusiasm that is exuded and infectious to others!

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Generous staff discount

• Generous family and friends discount

• A Birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

To apply please upload your CV and covering letter explaining what you can bring to the team by 19th January 2023. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.

Salary: £27,000

The Role:

To oversee the running of Alex Monroe Customer Care department - encompassing Live Chat, Freshdesk, Email, telephone enquiries, and our Repairs & Reconditioning service.

Ensure the creative heart of the Alex Monroe brand is always maintained across all aspects of Customer Care.

Ensure your team constantly provides above-and-beyond customer service, in a warm and welcoming manner. Encourage them to develop and maintain friendly and ongoing relationships with customers wherever possible.

As necessary, work with the Marketing, eCommerce & Retail teams to ensure a collective approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

Support and resolve Customer Escalations that might arise via eCommerce, Retail and Repairs.

Specific Responsibilities :

Customer Care:

• Work with the design director to develop a clear and innovative strategy for Customer Care, keeping our customers at the heart of this.

• Train new staff members on all things ‘Alex Monroe’; from our sales style, tone of voice, policies, systems and procedures, to brand and product knowledge, encompassing our important repair and reconditioning aftercare services.

• Develop your own encyclopaedia-like knowledge of the Alex Monroe brand, and all of our jewellery.

  Work with our Bespoke Manager to ensure you are highly literate in our Bespoke service and can potentially work with customers on the first stage of their Bespoke journey.

• Maintain great communication, from feeding back immediate product issues to our Production Team, and your achievements and “Small Successes” across the company.

• Ensure our Customer Care communications have a company-wide focus, to maximise sales opportunities and display an ‘above and beyond’ approach.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report to the Board Work with the Finance Director on monthly/yearly budgets for forecasting, and report on Customer Care figures when necessary.

Repairs:

• Work closely with the Head of Production and Repairs Technician to ensure that repairs are delivered in a timely manner.

• Ensure any product issues or quality control concerns are highlighted with the Head of Production.

• Support our Repairs Admin by answering any queries and taking over any escalation issues.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report on Repairs figures when necessary. 

Excellent people management:

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team.

• Demonstrate leadership by delegating and playing an active role in all customer care tasks.

• Determine the needs for staff coverage on phones, Freshdesk, and Repairs.

• Monitor and manage holidays and sickness, supporting your team and maintaining their well-being.

• Provide ongoing and ‘in the moment' feedback and support to the individuals in your team, offering new challenges and development opportunities where possible.

• Ensure your team receives consistent on-the-job training, from new pieces and collections to any changes to our policies and systems. 

Additional Responsibilities:

• Act as a pillar of support for customer-related queries across the company, balancing problem-solving with keeping the customer’s best interest at heart - in line with the brand’s ethos.

• Seek information, and continuously develop knowledge about the brand positioning and the jewellery marketplace.

• Support Alex Monroe in developing and maintaining a positive and friendly working environment for all employees.

• Promote good teamwork, liaising constructively with clear communication with your team, and colleagues in all other departments.

• Be a proactive member of the Alex Monroe Team. Attend Marketing and Management meetings, and bring forward ideas for improvements within the business, alongside contributing feedback and offering solutions to other points raised.

• Proactively participate in our company goal to be environmentally conscious and sustainably minded.

What you will bring to the role:

• Experience on CRM, specifically Freshdesk Software is preferable

• Prior knowledge of jewellery, metals, diamonds and gemstones would be beneficial

• Excellent attention to detail

• Good administrative and organisational skills

• An interest in operational procedures and continuous improvement on them

• Excellent customer service and interpersonal skills

• Passion and enthusiasm that is exuded and infectious to others!

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Generous staff discount

• Generous family and friends discount

• A Birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

Please upload your CV and covering letter explaining what you can bring to our team by Wednesday 16th November. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.

Salary: £35,000 - £40,000

With the Design Director, develop a clear and innovative strategy to grow our Wholesale business, with a specific focus on expanding our export portfolio - ensuring it is executed to a high standard, to specific deadlines.

Ensure the efficient and professional running of the Wholesale department, with your team consistently providing above-and-beyond customer service for our clients, in a warm and welcoming manner, developing and maintaining friendly, on-going relationships.

As necessary, work with the Marketing, Retail and eCommerce teams to ensure a joined up approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

As a member of the Management Team, provide support by ensuring the smooth running of the Snowsfields office and proactively build excellent working relations across all teams, taking a company-wide overview.

Strategy and business development

• Research, develop and deliver a strategy for growing and maintaining and our Wholesale business, with a clear focus on overseas growth.

• Work with our Press and Marketing Manager to ensure that this is supported by Marketing activities.

• Ensure your ideas are translated into a clear and detailed sales and marketing plan, with specific and measurable objectives - to ensure that the strategy is delivered.

• Report on the progress against the plan on a regular basis to the Design Director.

• Working closely with the Marketing Team to promote our stockists, ensuring that the brand’s strong values and identity are maintained.

• Be a supportive and proactive member of the Management Team, attending meetings and contributing feedback, ideas and solutions.

• We would also love to hear new strategies! From diversifying the products we sell, to franchising the brand…how can you help us explore and develop new opportunities in markets, such as the US?!

Excellent management of the Wholesale Department :

• Develop a wide knowledge and overview of our global Wholesale clients and their requirements.

• Provide the Wholesale team with direction, training and mentoring to ensure the department runs smoothly, all orders are processed in a timely fashion and that leads are followed up as quickly as possible. Assist members of the team with these tasks when necessary.

• Ensure customer databases are kept up to date, for existing and potential clients.

• Work as a team to build and maintain prospective and existing stockist relationships, by visiting stores or receiving clients on site at Alex Monroe.

• Oversee logistics for UK and International trade shows, working with our Visual Merchandiser on the look and feel of our stand.

• Prepare for shows by ensuring all contacts held on our databases are invited in good time, and attend the shows with members of the team, meeting with existing and prospective customers.

• Research and make recommendations for new UK and International trade shows for the company to attend. Oversee the management of our top accounts, maintaining relationships, interest and energy – alongside good stock levels.

Excellent people management:

• Oversee the smooth running of the Wholesale team, providing direction, training and mentoring to ensure the department runs smoothly.

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team, assisting colleagues with tasks when necessary.

•  Assess efficiencies within the Wholesale team, outsourcing specific tasks or skills wherever is appropriate to save time, and therefore long-term costs.

• Develop and agree on clear and appropriate roles and responsibilities for individuals

To apply please upload your CV and covering letter explaining what you can bring to the team by 20th February 2022. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.