Supporting the work of the Jeweller since 2006
Head of Customer Service
Head of Customer Service
Brown & Newirth
Hatfield, Hertfordshire
Role Overview
We are seeking an experienced, dynamic, and hands-on Head of Customer Service to lead our customer service department. You will be responsible for driving excellence in customer interactions, ensuring every customer touchpoint reflects our brand values of quality, precision, and dedication. This role is integral to enhancing customer satisfaction and loyalty and ensuring high standards of customer service are maintained.
Key Responsibilities
Leadership: Lead and inspire a team of customer service professionals, fostering a culture of exceptional customer care.
Strategy Development: Develop and implement customer service strategies that align with the companys goals and uphold the group companies high standards.
Customer Experience Management: Own all customer interactions, ensuring consistent delivery of a seamless experience across all channels (online, phone, in-person).
Performance Monitoring: Set, track, and improve key customer service metrics, including response times and resolution rates, to optimise service performance.
Customer Feedback: Collect, analyse, and act on customer feedback, identifying trends and implementing improvements to enhance customer satisfaction.
Complaint Resolution: Manage escalated customer issues efficiently, ensuring swift resolution while maintaining brand integrity.
Collaboration: Work closely with sales, operations, and marketing teams to ensure the customer service strategy supports overall business objectives.
Training and Development: Ensure continuous improvement and skill development within the team through training, coaching, and performance reviews.
Reporting: Provide regular reports to the board, analysing customer service performance and proposing actionable insights.
Key Attributes
1. Experience Head of Customer Service or a similar senior role, preferably in fine jewellery.
2. Exceptional leadership skills but is willing to roll their sleeves up and lead by example.
3. Strong understanding of customer service metrics, processes, and tools.
4. Outstanding communication, problem-solving, and interpersonal skills.
5. Ability to handle high-pressure situations with grace and professionalism.
Location
Hatfield, Hertfordshire
Reports to
Managing Director
Benefits
6. Salary will reflect the level of ability and experience
7. Performance-related bonus structure
8. Staff discount
9. Opportunity to work with the UKs leading bridal & fine jewellery manufacturers
10. Professional development and career growth opportunities
How to Apply
Please send your CV and a cover letter outlining your experience and suitability for the role to us by using the application form below.
About Us
Brown & Newirth was established in 1967 in the bustling diamond hub of London; Hatton Garden by two passionate jewellers; Eddie Brown & Isaac Newirth, who gave the company their family names.
In 1999 Brown & Newirth left its London home to set up in a purpose built jewellery manufacturing centre just north of the city in Hertfordshire where it stays to this day.
In 2023, Brown & Newirth Boutiques are located at over 30 premium independent jewellers nationwide.
Apply for Job
About benchpeg.com/jobs
The jewellery jobs listed on benchpeg.com/jobs provide opportunities for career moves in all types of jobs in jewellery
From creative and design roles, to craft and jewellery manufacturing jobs, to head office, management and administration vacancies, specialist luxury PR, marketing and digital vacancies as well as jewellery sales and retail positions, our listings for jobs in jewellery is the place to come for recruiters and job seekers alike.
Please browse through the listings below for goldsmith jobs, jeweller jobs, jewellery production assistant jobs, jewellery quality control jobs, diamond setter jobs, jewellery retail sales jobs, jewellery designer jobs, jewellery bench jobs, jeweller maker jobs, jewellery studio assistant jobs, jewellery buying jobs, jewellery trainee jobs, jewellery apprenticeship jobs, jewellery sales consultant jobs, bench repairer jobs, jewellery assistant jobs, freelance jewellery jobs and more for a jewellery career!
By using our jobs service and online application system you are consenting to our and our If you do not agree with these, please do not use the service. We reserve the right to contact you once in the future to invite you to subscribe to our newsletters.
Benchpeg Ltd 2024
All rights to content published on this page belong to Benchpeg Limited and you are not authorised to copy, reproduce or otherwise use this work without our prior written consent.
November 2024SuMoTuWeThFrSa27282930311234567891011121314151617181920212223242526272829301234567Today2024JanFebMarAprMayJunJulAugSepOctNovDecToday2020-2029201920202021202220232024202520262027202820292030Today