Senior Customer Care Associate

Job Title:

Senior Customer Care Associate

Location:

London HO - Office Based 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 a Senior Customer Care Associate 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.

Join our team as a Senior Customer Care Associate, where you will play a pivotal role in delivering world-class customer service. This is a unique opportunity to support our Team Leads and the broader Customer Care Team, ensuring exceptional service to both our external and internal customers.

• Handle Emails, Calls and Live Chat (MV Core Customer Care)
• Provide exceptional customer service, addressing and resolving complex customer queries efficiently and effectively.
• Be the first point of contact for any escalated customer queries that cannot be resolved by agents
• Handle questions on our social media networks, customer reviews and any other customer related programmes
• Be a lead in following up with customers who have rated us negatively with an aim to restore their faith in the brand.
• Be empowered to make the correct decisions for our customers ensuring they feel special at every opportunity and by giving a WOW factor on every interaction.
• Be able to adopt a flexible approach with customer resolutions which ensures a customer obsessed yet commercial outcome
• Be accountable for all your actions and follow up on any promise given to the customer
• Support the Team Leads and collaborate with the wider team to maintain the highest standards of customer care.
• Act as an ambassador for MV being an expert in collections and products, and follow the brands TOV

• To liaise with parcel delivery providers both in the UK and internationally to follow up on any tracking questions or delivery issues - with a particular focus on approving refunds/replacements for lost in post deliveries and returns.
• Work on other delegated tasks when necessary and be prepared to assist anyone else within the company if help is asked for
• Make decisions on releasing orders in line with MV fraud rules
• Proactively feedback web issues directly to the web department, relating to order issues, payment issues and promotional codes
• Be confident to…