Customer Service Advisor

Diamonds Factory; Birmingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Private Health Insurance

Employee Assistance Programme (EAP)

Job summary

Diamonds Factory, based in the Birmingham Jewellery Quarter, is seeking a Customer Service Advisor with a passion for jewellery and exceptional service. You will support customers across channels, deliver product guidance, and drive a seamless journey from enquiry to purchase and beyond.

We value bilingual candidates and prior jewellery or high-end retail experience. You will thrive in a fast-paced setting, build relationships, and maximise sales while maintaining top standards of service.

Qualifications

• Previous experience in a customer service or customer experience role.
• Bilingual skills are strongly preferred.
• Previous experience within jewellery or high-end retail is preferred.
• Strong knowledge of jewellery; knowledge of diamonds would be advantageous.
• Experience handling high volumes of calls and emails.
• Experience using Salesforce Case Management, Live Chat and Live Telephony.
• Ability to work effectively in a fast-paced environment and meet deadlines.

Responsibilities

• Influence and increase sales through a one-to-one selling environment.
• Build strong relationships by responding to enquiries with exemplary service.
• Develop product knowledge and communicate information to maximise sales.
• Operate internal systems and process financial transactions, including returns and exchanges.
• Provide knowledgeable advice on products, complete sales and negotiate upgrades.
• Handle customer service enquiries across multiple channels.
• Handle complaints professionally in line with procedures.
• Complete administrative tasks accurately and efficiently.
• Maintain high standards of customer service and professionalism.

Skills

Customer service

Bilingual

Jewellery knowledge

Sales skills

Communication

Weekend availability

Relationship building

Organisation

Tools

Salesforce Case Management

Live Chat

Live Telephony

Email handling

Excel/Word/Outlook

Job description

Neve Jewels Group comprises three leading diamond jewellery brands with a strong presence internationally and across the UK.

Following exceptional growth over the last few years, our mission is to reshape and redefine the diamond jewellery industry as Europe’s only digital-first jewellery group.

About Diamonds Factory

Diamonds Factory is a custom fine jewellery brand specialising in engagement rings, wedding rings and jewellery made around each customer.

Our direct-from-the-maker model combines expert craftsmanship, extensive personalisation and dedicated guidance to deliver exceptional quality and value.

About the Role

We are looking for an exceptional Customer Service Advisor with a genuine passion for jewellery and a commitment to delivering outstanding customer service.

Based within our Operations department in the prestigious Birmingham Jewellery Quarter, you will be responsible for supporting customers across multiple channels, providing expert product guidance and creating a seamless customer experience from initial enquiry through to purchase and beyond.

The successful candidate will be confident working in a customer-focused, fast-paced environment and will have the ability to build strong relationships with customers while identifying opportunities to maximise sales.

Bilingual candidates are strongly preferred, as is previous experience within the jewellery or high-end retail sector.

Key Responsibilities

• Influence and increase sales through a one-to-one selling environment.
• Build strong relationships between our brand and customers by responding to enquiries, providing exemplary service and adapting your approach to individual personalities and needs.
• Develop and maintain strong product knowledge, confidently communicating product information to maximise sales and deliver an exceptional customer experience.
• Operate internal systems and process financial transactions, including returns and exchanges.
• Provide customers with knowledgeable advice on products, complete sales and negotiate upgrades where appropriate.
• Handle customer service enquiries across multiple communication channels.
• Handle customer complaints professionally, effectively and in line with company procedures.
• Complete administrative tasks accurately and efficiently.
• Maintain consistently high standards of customer service and professionalism.

Qualifications, Skills and Experience

• Previous experience in a customer service or customer experience role.
• Bilingual skills are strongly preferred.
• Previous experience within jewellery or high-end retail is preferred.
• Strong knowledge of jewellery; knowledge of diamonds would be advantageous.
• Experience handling high volumes of calls and emails.
• Experience using Salesforce Case Management.
• Experience using Live Chat.
• Experience using Live Telephony.
• Experience handling and resolving customer complaints.
• Ability to work effectively in a fast-paced environment.
• Ability to work under pressure and meet tight deadlines while maintaining high standards.
• Working knowledge of basic computer software packages, including Excel, Word, Outlook and Gmail.
• Excellent verbal and written communication skills.
• A positive and proactive “can-do” attitude.
• Highly organised, ambitious and able to work effectively within company guidelines.
• Professional, polite, friendly and tactful approach.
• Ability and willingness to work weekends is essential.

What You Can Expect From Us

• Private Health Insurance.
• 24-hour access to an Employee Assistance Programme (EAP).
• The opportunity to develop your career within a rapidly growing digital-first jewellery group.
• The opportunity to work within the prestigious Birmingham Jewellery Quarter and be part of a growing team within the jewellery industry.

Neve Jewels Group is an equal opportunity employer. We are committed to providing a working environment that supports, inspires and respects all individuals.

We do not discriminate on the basis of gender, race, colour, religion, disability, belief, sexual orientation disadvantage individuals through conditions or requirements that cannot be objectively justified.