Customer Services Coordinator, Jewellery & Gifts
Salary: £26,000 - £30,000 per year depending on experience
Location: DE13 9PB (Burton-on-Trent area)
Type: Full-time, Permanent
Interested candidates must submit a short cover note alongside their CV. Applications without a cover note will not be considered.
ABOUT US
We are a growing ecommerce company in jewellery and gifts, responsible for two personalised lifestyle brands: Engravers Guild of London and Lovelox.
Every year, we help tens of thousands of customers celebrate milestones, remember loved ones and mark life's most meaningful moments through personalised jewellery and gifts.
Over the past eight years, we have grown to become one of the UK's leading personalised gift retailers, generating thousands of 5-star reviews, while Lovelox has become one of the largest sellers of lockets in both the UK and US.
Today, our products include personalised jewellery, lockets, fingerprint jewellery and memorial jewellery, with customers trusting us to create pieces that often carry significant emotional value.
We are a close-knit team of eleven people working from a beautifully converted barn office on the edge of Burton-on-Trent. As we continue to invest in the growth of both brands, we are looking for an exceptional Customer Experience Executive to join us.
THE ROLE
Customer experience sits at the heart of everything we do.
The products we create are highly personal and often emotionally significant. Whether helping someone design a personalised necklace, create a memorial keepsake, or resolve an issue with an order, our team plays an important role in ensuring every customer feels supported and valued.
We are looking for someone with experience in a customer-facing office environment who genuinely enjoys helping people and takes pride in delivering excellent service.
You will become one of the key points of contact for our customers, supporting them through email, telephone and online enquiries, while working closely with our production team to ensure orders are delivered accurately and on time.
While customer experience will be your primary focus, we are a small and collaborative business, which means there may be opportunities to become involved in wider areas of the company over time depending on your strengths, interests and business needs.
KEY RESPONSIBILITIES
- Delivering Exceptional Customer Support
You will be responsible for supporting customers across multiple channels, including email, telephone and online enquiries.
Using our customer service platform, Freshdesk, you will help customers with product questions, order updates, personalisation requests and issue resolution, ensuring enquiries are handled promptly, professionally and with empathy.
- Creating Personalisation and Engraving Previews
Some customers require bespoke engraving layouts, custom artwork or specialist personalisation requests.
You will create visual previews for customers using Adobe Photoshop and Illustrator. Previous experience is not required, as full training will be provided.
- Coordinating Personalised Orders
You will work closely with our production team to ensure bespoke customer requirements are accurately communicated and fulfilled exactly as expected.
This includes briefing custom orders, answering production queries and helping manage outstanding orders where required.
- Managing Customer Returns and Resolutions
When issues arise, you will help investigate and resolve them in a way that delivers the best possible outcome for the customer and the business.
This includes processing returned items, communicating with customers and coordinating any necessary remakes or replacements.
- Supporting Office Operations
You will also assist with a range of general office and administrative tasks, including stock administration, order processing, stock takes and other operational activities that help keep the business running smoothly.
What Success Looks Like
- Customers receive fast, accurate and empathetic support.
- Customer enquiries are resolved efficiently and professionally.
- Personalised orders are accurately briefed and delivered as expected.
- The customer service inbox is well organised and effectively managed.
- You contribute positively to the smooth running of the wider business.
- Customers leave delighted with their experience and confident in recommending our brands to others.
ABOUT YOU
You are likely to:
- Have experience in a customer service, customer operations or office-based support role.
- Enjoy helping people and solving problems.
- Communicate clearly and professionally, both verbally and in writing.
- Be organised and comfortable managing multiple priorities.
- Have strong attention to detail.
- Be confident learning new systems and software.
- Take ownership of your work and follow tasks through to completion.
- Enjoy working as part of a close-knit team.
- Remain calm, professional and positive when dealing with customer issues.
Most importantly, you care about doing good work and take pride in delivering an excellent customer experience.
ADDITIONAL INFO
Location
We are located in the countryside and public transport options are extremely limited.
Candidates will therefore need access to their own transport.
Our postcode is DE13 9PB.
Working Hours
Monday to Friday
8:30am – 5:00pm
Benefits
- Free breakfast
- Free lunch
- Private dental insurance
- Private online GP service
- Company pension with enhanced employer contributions
- Generous sickness and absence provisions
- Employee discount
- Casual dress
- Free on-site parking
HOW TO APPLY
Please submit:
- Your CV
- A short cover note explaining why you are interested in the role and why you believe you would be a good fit for our team
Applications without a cover note will not be considered.
Pay: £26,000.00-£30,000.00 per year
Work Location: In person
