Jewellery Area Manager jobs

JOB DESCRIPTION

Position Title: Aftercare Advisor

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

Department: Service

Date: June 2026

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.

Lunn’s is an Equal Opportunity Employer.

Job Type: Full-time

Work Location: In person