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About the Role

As a Customer Care Associate, you'll play a crucial role in delivering world-class luxury service to our customers. This role will be based in our central London office, and you'll be expected to handle various communication channels including phone calls, webchat, WhatsApp, emails, and social media interactions.

Responsibilities

• Handle phone calls, webchat, WhatsApp, 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.

Requirements

• Ability to document your authorisation to work in the United Kingdom.

Skills

• 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 confidently and accurately
• Adapts approach to suit the task, audience, or objective
• Embraces learning opportunities and feedback
• Hands-on, solutions-focused, and entrepreneurial
• Collaborate openly with humility, honesty, and humour
• Embrace learning, teaching, and personal growth
• Stay resilient, adaptable, and self-motivated in a creative environment
• Speak up when you don’t know - and act fast to figure it out

Location

• London Head Office

Work Type

• Office Based
• Full-time

Experience Level

• Junior-Level

About the Company

• 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 Business of the Year, 2025 – 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.
• Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are: Customer Obsessed, Caring, Fast Paced, Exceptional, Commercial.

Equal Opportunity

• Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve