Since 1866, Hamilton & Inches has been Scotland’s premier destination for fine jewellery, luxury watches and hand-crafted silver. Based in the heart of the Scottish capital, we have maintained our jewellery & silver workshops since our inception and have a held a Royal Warrant as silversmiths for more than 120 years. To this day, we proudly continue to curate a range of fine jewellery designed and made from our own artisan team and workshops.
The Client Services Assistant is a key role to support all activities across the Service department in Hamilton & Inches. This is an exciting, all-encompassing role across all aspects of client service delivery and requires an individual with excellent communication and organisational skills alongside an unwavering commitment to exceptional customer service.
The Role
* Assist with all aspects of the Service department, ensuring excellent customer care and clear communication.
* Proactively engage with clients in-store and online, handling enquiries, repairs, valuations, and service requests.
* Process and track repairs with manufacturers, local workshops, and internal teams.
* Manage incoming emails, calls, and supplier communications, ensuring timely responses and accurate CRM updates.
* Support and participate in all sales channels across the business including retail, e-commerce, and corporate where necessary.
* Assist with pricing updates, deadlines, and repair-related training for relevant teams.
* Handle complaints professionally, escalating to the Service Manager when necessary.
* Ensure Health & Safety compliance in the workshop and uphold the brand’s high standards.
* Provide administrative support for repair-related tasks, ensuring accurate documentation and tracking.
* Assist the showroom team as needed, offering service expertise and ensuring a seamless client experience.
* Work collaboratively with cross-functional teams to support interdepartmental processes and ensure a cohesive client experience.
Key skills and experience:
* Customer service experience, preferably in luxury goods, jewellery, or watches.
* Strong communication skills, both written and verbal, with excellent phone etiquette.
* Ability to multitask, work under pressure, and manage deadlines effectively.
* Highly organised with strong administrative and IT skills, including proficiency in Office 365 and CRM systems.
* Proactive, solutions-focused, and a strong team player with the flexibility to support showroom operations when required.
Seniority level
* Entry level
Employment type
* Full-time
Industries
* Retail
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