THE OPPORTUNITY

We have an exciting opportunity to join our cheerful Customer Experience team this festive season! From October 2024 to January 2025. You’ll play a key role in delivering exceptional service to our retail customers across both of our brands, Joma Jewellery and Katie Loxton.

With gifting at the heart of what we do, we believe in making every customer’s experience as special and memorable as possible. You’ll provide outstanding customer service by offering a positive and personalised experience through email, phone, social media and live chat.

In this fast-paced and ever-growing business, you’ll make a real impact by ensuring every customer feels valued even when things don’t go quite as planned. Using an on-brand tone of voice, you’ll find effective solutions to create stress- free and memorable online shopping experiences. We have great systems in place to support you including Gorgias, Magento, and NetSuite.

You'll need to be a brilliant problem solver with empathy for our customers. You will have the opportunity to collaborate with our wider teams, such as Warehouse and eCommerce, to deliver a seamless customer journey. If you are successful in the role, we will provide 2-3 weeks of training to ensure you feel confident in handling any customer queries that may come your way!

You will be working an 8 hours, 5 days a week shift pattern. We are currently operating on a ‘any 5 in 7’ contract, this essentially means that you could be occasionally required to work a shift on any day of the week, which includes 1-2 weekends per month and some bank holidays. Our shifts will run between 8am and 10pm, we’ll ensure you always receive at least 1 weeks’ notice for your shift pattern.

This is a hybrid role, allowing you to enjoy the flexibility of working from home most of the time, with occasional visits to our Head Office in Banbury, Oxfordshire as needed. Since you’ll be spending time working remotely, it is essential that you have a reliable internet connection and a private space to handle customer queries without interruptions. If you’re excited to make a difference and be part of a wonderful teal, we’d love to hear from you!

BEHIND THE BRANDS

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

HOW YOU'LL CONTRIBUTE

• Delivering the highest level of customer service to all customers daily via phone, email, and webchat channels
• Actioning customer service tasks including but not limited to processing refunds, submitting courier claims and responding to Feefo reviews
• Working towards ticket SLA's to meet customers’ expectations
• Working with our Ecommerce, Operations and Marketing teams
• Supporting the business objectives to provide customers with an outstanding experience

THE TALENT YOU'LL BRING

• Previous experience working in a customer service-based environment
• Previous experience using Gorgias/Zendesk, as well as Magento is desirable
• Able to work in a fast-paced environment
• Excellent written and verbal communication skills
• The ability to prioritise workload to achieve contact centre KPIs including ticket handling time and Customer Satisfaction
• Maintain a positive attitude towards change
• Adaptability to work independently as well as in a team
• Excellent telephone manner and corresponding skills
• Strong problem-solving skills

PERFECTLY PACKAGED

• A salary of £24,000 per annum
• 25 days holiday rising to 27 with length of service, plus bank holiday
• A broad benefits package including our staff favourite – a very generous staff discount across both our brands. See all of our benefits on our careers portal
• Opportunities to make an impact as well as learn and develop further
• An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal

Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences, or personalities – it’s what you bring to the team that counts.

We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success.