Seasonal Customer Care Associate

Job Title:

Seasonal Customer Care Associate - Office Based

Location:

Strand, London Reporting To:
Customer Care Team Lead Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry. We are proud to have received:

• Responsible Jewellery Brand, 2026 – Country & Town House
• Responsible Luxury Business of the Year, 2025 & 2026 – Positive Luxury
• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for Seasonal Customer Care Associates to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

As a Seasonal Customer Care Associate, you'll play a crucial role in delivering world‑class luxury service to our customers during Black Friday and Winter Sale. This role will be based in our central London office, and you'll be expected to handle various communication channels including phone calls, webchat, Whats App, emails, and social media interactions.

Our team works in shifts between 9am and 9.10pm Monday to Friday and 8.30am - 5pm at the weekend as standard. These hours are subject to change during busier sales periods where we usually work between the hours of 8am and 10.10pm Monday to Friday and 8.30am - 7pm on weekends.

• Handle phone calls, webchat, Whats App, emails, and social media interactions to assist customers with pre and post-purchase inquiries such as orders, promotions, deliveries, returns, and repairs.
• Respond to customers on social channels and review sites to maintain the brand's reputation for excellent customer service.
• Liaise with parcel delivery providers to address tracking questions or delivery issues.
• Adhere to Data Protection Act and PCI Compliance Regulations.
• Collaborate with team members to achieve service level agreements (SLAs) for various communication channels.
• Maintain flexibility during peak periods to ensure exceptional service delivery.
• Use Microsoft Office package and in-house IT solutions effectively.
• Achieve set targets in Quality of Conversation (QA), Speed of Service, and Data Accuracy.
• Proactively share feedback with the line manager to enhance the customer experience.

This role is aligned to Junior-Level capability indicators within our Capability Framework.

• Communicates clearly and respectfully in all formats (e.g. email, chat, phone)
• Builds trusted relationships through a friendly, approachable, and dependable working style.
• Collaborates effectively with the wider Customer Care team, escalating issues appropriately and sharing information openly.

• Completes work efficiently and to a high standard within KPIs
• Seeks to understand the 'why' behind tasks
• Honesty, transparency, and accountability in all actions.

• Adjusts quickly to new tasks, tools, processes or team structures.
• Asks thoughtful, respectful questions to understand decisions
• Responds positively to feedback and uses it to improve performance.

• Applies core tools and systems…