Senior Customer Care Associate

Monica Vinader

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Job Details

Job title

Senior Customer Care Associate, Monica Vinader


London, United Kingdom


Executive / Coordinator





Full-time, Salary Unspecified

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Job Description

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. 

The Ideal Candidate

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)  

About Us

Monica Vinader (MV) is a successful British luxury jewellery brand.  Our exceptional growth is driven by the strength of our online and in-store experience underpinned by our investment in our technology platforms. Our global expansion was recently recognised by The Sunday Times International Track 200 award.

As a growing business, with ambitious plans, Monica Vinader is an exciting place to work which offers clear career progression and opportunities for increased responsibilities as the business expands. We have a proven track record of internal promotion and development opportunities within our Teams

We hire individuals who are customer-obsessed, technically savvy and excited about the prospect of working in a fast-paced direct to consumer business with a thriving web business and stores across the globe.

Further information is available at