Job Description
ABOUT BREMONT
Bremont is recognised for designing and manufacturing the ultimate tool watch, making timepieces that are highly durable, reliable, and fit for purpose, whatever the environment. Bremont positions itself in the world of adventure and exploration, working with individuals across different fields who epitomise and demonstrate anything being achievable armed with the right mindset. Bremont supports and promotes this mentality and is proud to provide watches for some truly extraordinary feats of endurance that inspire us to push ourselves to achieve incredible things.
Bremont is built on a rich British heritage and the brand represents a true embodiment of the indomitable British spirit. Through sheer vision, determination, and belief, Bremont has established itself as a leading brand in the luxury watch industry. These intrinsic values form the basis for Bremont’s core message and brand philosophy.
The company manufactures its mechanical watches at scale from “The Wing”, Bremont’s 35,000 sq ft state-of-the-art Manufacturing & Technology Centre in Henley-on-Thames, England. High precision engineering, craftsmanship, technical innovation, and a distinctive design ethos set Bremont apart, combined with its unique spirit of adventure.
WORKING WITH US
We are motivated by a relentless determination to create the world’s most capable tool watches.
Our mission is to be there at the limits of possibility in adventure and exploration; we are inspired by those individuals who prove that anything is possible and epitomise our mantra… ‘Take It Further.’
We’ve therefore created an environment that supports our colleagues with this mission; embracing ‘The Spirit of the Adventurer,’ ‘The Attitude of the Adventurer’ and the ‘Focus of the Adventurer.’
The adventurer strives to push the limits of possibility with a relentless determination to achieve what others thought impossible.
We know that together we will succeed. A successful expedition relies on everyone playing their part. The power of all far exceeds that of one. At Bremont we share the load, we know that we shine brightest when we shine together.
True design and engineering brilliance simplifies and clarifies. There is no prize in complexity. Our success will come from the simplification of process and procedure. Simplify to Amplify is a core belief of our approach to brand and business.
These core values are at the heart of everything we do, fuelling personal growth and driving us towards extraordinary achievements.
At Bremont You are the Explorer… This is the Expedition… Enjoy the Adventure!
KEY PURPOSE OF THE ROLE
To work alongside and support the Service Atelier with the goal of delivering exceptional service
expected from a luxury brand. Focusing predominantly on ensuring timepieces enter and exit the service flow in an efficient and accurate manner. This includes liaising with internal and external
stakeholders as appropriate, completing tasks within predetermined timeframes and making
every effort to surpass client expectations.
KEY RESPONSIBILITIES
* Booking-in off all Service Atelier repairs.
* Photographing timepieces.
* Reviewing timepiece history.
* Ensuring client information is entered accurately and kept up to date.
* Produce and action estimates within agreed timeframes.
* Providing appropriate technical explanations in an easy-to-understand manner when required.
* Monitor estimate reminder report and act as necessary.
* Action proceeds within agreed timeframes.
* Allocate picked components to relevant repairs.
* Generate invoices for service repairs and monitor payments received.
* Process completed repairs ready for dispatch by logistics.
* Liaise with clients at each step of their journey, including but not limited to keeping
* regular contact via email and telephone to ensure queries are acknowledged and acted upon, arrange dispatch
* Keep the service inbox updated with timely responses within set timeframes.
* Answer any incoming enquiries via phone with all stakeholders.
* Update tracking details in system and inform client as appropriate.
* Ensure all relevant accessories and documents are returned.
* Arrange warranty collections from direct clients when required.
* Monitor and replenish Customer Service administration resources.
* If required, serve Service clients at ‘The Wing’ boutique. (Repair collection/drop off)
* Represent the brand in a professional manner, building a personal rapport with the clients.
* Continually seek to improve Customer Service administration processes.
* Remain current with Bremont innovations, products and services.
* Provide support to other Operations departments if/when required.
PERSON SPECIFICATION
* Able to demonstrate exceptional customer service positively and professionally.
* Able to manage time effectively and prioritise as required.
* The ability to understand and manage client expectations.
* Able to demonstrate confident and polite communication skills across multiple platforms.
* Experience in a customer service role beneficial.
* Honesty and integrity.
* Friendly & patient, able to adapt complexity of communication to audience easily.
* Willing to adapt proactively and positively to new challenges.
* Enthusiastic, self-motivated.
* A team player but also confident to work proactively without guidance.
* Excellent attention to detail and good organisational skills.
* Good standard of written English and grammar.
* IT literate, able to use Excel, Word, and data entry programs systems.
* Willing to adapt and take on new challenges and driven to continually improve.
* Understanding of importance of brand attributes.
KEY RESULTS
* Expected quality (Procedures, guidelines, KPIs and customer satisfaction)
* Expected quantity (Performance KPIs)
* Adheres to and enforces Bremont’s technical and service guidelines.
* Guarantees quality of his/her complete environment, maintaining cleanliness and tidy
* Adopts the most effective and efficient methods to improve workflow speed and efficiency.
* Discusses issues on any products or problems linked to workload or environment and
* provides feedback, to the management to achieve productivity level.
* Undertakes temporary or special projects assigned to him/her by superiors to expand scope or skill base.
COMPANY BENEFITS
* 25 days holiday plus bank holidays, and 3 days paid time off in December for HQ Shutdown!
* Life cover of x3 your salary
* Excellent length of service awards featuring the issuing of those Bremont timepieces we are all so proud to produce.
* Significant permanent employee discounts on Bremont Watches, with great ‘family and friends’ Sales.
* Unique retail discounts for many different brands, available both locally and online.
* Enhanced Maternity and Paternity leave.
* Wellbeing initiatives including counselling and 24/7 financial & legal advice.
* Strong support regarding time off for you partake in any commendable volunteer work.
* We’re a sociable bunch and plan several social events throughout the year.
* Training programmes offered with a focus on career development within the company.
* A fantastic and enviable new facility in which to work, very near the town centre
WORKING ENVIRONMENT
* 37.5 hours a week, Monday – Friday, on site at our HQ in Henley on Thames
* Working autonomously and in a team of 4
* Work location on the main bus routes from Reading and High Wycombe, as well as train services within a 15-minute walk
* Probation process 4 months standard
* Notice period – 1 month standard
INTERVIEW PROCESS
Stage 1
Interview with the hiring manager and HR via Teams.
Stage 2
Interview with hiring manager and senior manager onsite.
Smart dress code required.