Job Description

JOB DESCRIPTION

Position Title: Customer Service Advisor

Location: Queen's Arcade, Belfast, BT1 5FE.

Department: Service

Date: September 2025

Version: 1

Status: Permanent

Reports to: Customer Service Manager

Direct Reports: None

Hours of Work:

Full Time: 5 over 7 days per week, 37.5 hours standard hours (typically 8.45am-5.15am) There may also be a requirement, on occasions to work additional hours as per business needs.

Role Specification

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.

Closing date 14th October 2025

CV's only will not be accepted

.

Lunn's is an Equal Opportunity Employer.

Job Type: Full-time

Work Location: In person