Customer Service Coordinator – Jewellery, Antiques

Jobtailor; Cambridge; On-site; GBP 24,000 - 36,000; Full time

Job summary

Jobtailor in Cambridge is seeking a proactive customer service coordinator to manage Home Visit bookings. You will ask structured questions, confirm appointments, and maintain a clean, accurate diary using our CRM.

This role requires a warm phone manner, excellent communication, and a genuine interest in antiques and collectibles. You will chase incomplete forms, rework diaries for high-priority visits, and feed insights to senior buyers.

Qualifications

• Proven track record in a customer service role.
• Excellent communication skills with the ability to build rapport quickly.
• Demonstrable experience managing ever changing diaries.
• Experience working with a CRM or booking system.
• Genuine, broad interest in antiques, vintage items or collectibles.
• Working knowledge across categories such as jewellery, watches, silver, militaria and general antiques.
• Ability to make outbound calls for most of the day.
• Ability to ask sensible questions and identify promising leads.
• Strong organiser skills for managing a live diary and booking pipeline.
• Warm, clear phone manner.
• Comfortable logging clear, structured notes in a CRM or booking system.

Responsibilities

• Call every customer who submits a Home Visit request promptly and reliably.
• Ask structured questions about item type, age, quantity, condition and known history.
• Confirm appointment date, time and address using the internal platform.
• Set honest customer expectations about Home Visits without providing an actual phone valuation.
• Prepare and send triage summaries to visiting buyers.
• Manage and organise the Home Visit booking pipeline and diary.
• Chase incomplete forms and prevent double-bookings or gaps.
• Rework diaries to accommodate customers and high-priority visits.
• Handle reschedules and cancellations.
• Flag potentially high-value or unusual items to senior buyers.
• Identify booking and qualification patterns and feed insights back to improve the process.

Skills

Customer service experience

Excellent communication

Diary management

Organisational skills

Warm phone manner

Rapport building

Ability to outbound call

Structured questioning

CRM/booking system knowledge

Tools

CRM or Booking System

Job description

Call every customer who submits a Home Visit request promptly and reliably
Ask structured questions about item type, age, quantity, condition and known history
Confirm appointment date, time and address using the internal platform
Set honest customer expectations about Home Visits without providing an actual phone valuation
Prepare and send triage summaries to visiting buyers
Manage and organise the Home Visit booking pipeline and diary
Chase incomplete forms and prevent double-bookings or gaps
Rework diaries to accommodate customers and high-priority visits
Handle reschedules and cancellations
Flag potentially high-value or unusual items to senior buyers
Identify booking and qualification patterns and feed insights back to improve the process

Requirements

• Proven track record in a customer service role
• Excellent communication skills with the ability to build rapport quickly
• Demonstrable experience managing ever changing diaries
• Experience working with a CRM or booking system
• Genuine, broad interest in antiques, vintage items or collectibles
• Working knowledge across categories such as jewellery, watches, silver, militaria and general antiques
• Ability to make outbound calls for most of the day
• Ability to ask sensible questions and identify promising leads
• Strong organiser skills for managing a live diary and booking pipeline
• Warm, clear phone manner
• Comfortable logging clear, structured notes in a CRM or booking system

Core Competencies

Demonstrates strong customer service skills with a focus on effective communication and relationship building. Proficient in managing booking systems and diaries while maintaining organization and attention to detail.

Highest-signal resume keywords

• Customer Service Experience
• CRM or Booking System Proficiency
• Diary Management
• Excellent Communication Skills
• Interest in Antiques and Collectibles

Hard Skills

• Diary Management
• CRM Proficiency
• Structured Questioning
• Triage Summary PreparationBooking Pipeline Management

Soft Skills

• Excellent Communication
• Organizational Skills
• Rapport Building
• Warm Phone Manner

Industry Keywords

• Antiques
• Vintage Items
• Collectibles
• Jewellery
• Watches
• Silver
• Militaria