JOB OF THE DAY: Aftercare Advisor at Lunn’s

Luxury Northern Irish independent jeweller Lunn’s is on the hunt for a new member of staff at its Queen’s Arcade store in Belfast.

Advertising for a new Aftercare Advisor, the company said on a LinkedIn post: “Our people make the Lunn’s experience one of a kind.”

The full job spec is below:

Role Purpose:

To maintain all areas of expertise in the aftercare department you will develop the Brand Partnerships within the aftercare department, ensuring all KPIs are in line with Brand expectations

Role Scope:

Work within the Service Team to ensure Lunn’s provide world class service and aftercare to our clients

Area of Responsibility: Brand Partnership

Key Activities:

•    Keep abreast of the commercial market to ensure awareness of the market

•    Maintain an excellent working knowledge of Jewellery and Watches to ensure emerging trends are recognized and acted upon

•    Keeping up to date with Brand Partners socials for updates and launches 

•    Build and maintain relationships with Brand Reps

Area of Responsibility: Client Relationship

Key Activities:

•    Client interactions including processing of jewellery and watches in and out of the aftercare department

•    Dealing with client queries and complaints

•    Grow and maintain existing clients into long term relationships

Area of Responsibility: KPIs & Service Duties

Key Activities:

•    Achieve and maintain all KPI’s for Brand Partners

•    Manage repairs in and out of the service department

•    Correspondence with manufacturers and clients

•    Quality control mark backs and processing via the system 

•    Dispatch of repairs to manufacturers

•    Estimates generated from manufacturers to customers

•    Handling local repairs in and out of the service department

•    Valuations of repairs

•    RCPO and pre-owned repair handling

•    Handling of all mono-brand repairs across the business

Area of Responsibility: Learning & Development

Key Activities:

•    Continue to prioritise learning and development for yourself and ensure you keep up to date with any qualifications required in the industry

•    Keep abreast of product training for all Brand Partners

•    Ensure you keep up to date with all professional training

Key Relationships

Primary

•    Customer Service Manager

•    Customer Service Assistant Managers

•    Customer Service Advisors

•    Stock Room 

•    Sales Teams – Multi & Mono

•    Commercial Team

Secondary

•    Patek Philippe Specialists 

•    Lunn’s Multi Brand Managers

•    Lunn’s Mono Brand Managers

•    E-Comm 

•    Marketing 

•    Sales Teams

•    HR & IT

Skills

Essential

•    2 years experience in Retail or 2 years experience in customer service/ aftercare

Desirable

•    Experience in Luxury Retail 

•    Recognised jewellery qualifications

•    Experience in CRM systems

Behaviours & Attributes

•    Excellent Customer Service skills

•    Strong analytical and problem-solving skills

•    Strong negotiation skills

•    Excellent attention to detail 

•    Effective communicator with all levels of colleagues

•    Excellent planning, organisation and time management

•    Working knowledge of MS Office suite

•    Professional manner with colleagues

•    Clear communicator, both written and verbal

•    Work well in a team

•    Excellent numeracy skills

•    Ability to build rapport and relationships