Senior Customer Care Associate

Job Title: Senior Customer Care Associate

Location: London HO - Office Based

Reporting To: Customer Care Team Lead

Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry. We are proud to have received:

• Responsible Jewellery Brand, 2026 – Country & Town House
• Responsible Luxury Business of the Year, 2025 & 2026 – Positive Luxury
• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for a Senior Customer Care Associate to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers’ expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

Join our team as a Senior Customer Care Associate, where you will play a pivotal role in delivering world-class customer service. This is a unique opportunity to support our Team Leads and the broader Customer Care Team, ensuring exceptional service to both our external and internal customers.

What you’ll do

Customer Care / Customer Obsession

• Handle Emails, Calls and Live Chat (MV Core Customer Care)
• Provide exceptional customer service, addressing and resolving complex customer queries efficiently and effectively.
• Be the first point of contact for any escalated customer queries that cannot be resolved by agents
• Handle questions on our social media networks, customer reviews and any other customer related programmes
• Be a lead in following up with customers who have rated us negatively with an aim to restore their faith in the brand.
• Be empowered to make the correct decisions for our customers ensuring they feel special at every opportunity and by giving a WOW factor on every interaction.
• Be able to adopt a flexible approach with customer resolutions which ensures a customer obsessed yet commercial outcome
• Be accountable for all your actions and follow up on any promise given to the customer
• Support the Team Leads and collaborate with the wider team to maintain the highest standards of customer care.
• Act as an ambassador for MV being an expert in collections and products, and follow the brands TOV

Administration

• To liaise with parcel delivery providers both in the UK and internationally to follow up on any tracking questions or delivery issues - with a particular focus on approving refunds/replacements for lost in post deliveries and returns.
• Work on other delegated tasks when necessary and be prepared to assist anyone else within the company if help is asked for
• Make decisions on releasing orders in line with MV fraud rules
• Proactively feedback web issues directly to the web department, relating to order issues, payment issues and promotional codes
• Be confident to use the contact centre’s suite of reporting to provide data to relevant stakeholders where necessary

Key Responsibilities

• Achieve and encourage others to achieve all SLAs on all platforms: Voice, Live Chat, Email, Social, Team Administration, Customer Reviews
• Comply with Data Protection Act and PCI Compliance Regulations at all times
• Offer flexibility across Operations during peak periods
• To use all in house IT solutions

KPI’s

• To achieve your set targets in the following areas – Customer Satisfaction Score, Speed of Service, Data Accuracy and any other quantitative or qualitative measure associated with the role.

What you’ll bring

This role is aligned to Junior-Level capability indicators within our Capability Framework.

Connect & Empower

• Structures communication with purpose and clarity
• Builds trusted relationships through a friendly, approachable, and dependable working style.
• Collaborates effectively with the wider Customer Care team, escalating issues appropriately and sharing information openly.
• Creates a culture of collaboration and shared accountability
• Coaches peers consistently, and delivers feedback to management where required

Drive & Deliver

• Completes work efficiently and to a high standard within KPIs
• Adapts well to change in priorities
• Seeks to understand the 'why' behind tasks
• Honesty, transparency, and accountability in all actions.
• Flags risks to delivery early and takes initiative to stay on track

Grow & Adapt

• Adjusts quickly to new tasks, tools, processes or team structures.
• Asks thoughtful, respectful questions to understand decisions
• Offers alternate views and constructive feedback when invited or relevant
• Regularly requests feedback from peers, and leader
• Responds positively to feedback and uses it to improve performance.

Master & Apply

• Demonstrates deep expertise in their domain and advises others
• Adapts approach to suit the task, audience, or objective
• Improves outcomes through innovation or smarter methods
• Shows curiosity and seeks out new knowledge
• Embraces learning opportunities and feedback

To be successful at Monica Vinader, it helps if you...

• Are hands-on, solutions-focused, and entrepreneurial
• Collaborate openly with humility, honesty, and humour
• Embrace learning, teaching, and personal growth
• Stay resilient, adaptable, and self-motivated in a creative environment
• Speak up when you don’t know - and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Regular travel to our London office will be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

We put our customers at the centre of every decision and deliver thoughtful, personal experiences.

Caring

We act with respect and empathy for people, communities, and the planet.

Fast Paced

We move with focus and flexibility to make progress quickly and decisively.

Exceptional

We hold ourselves to high standards and are always learning, improving, and raising the bar.

Commercial

We make smart, data-led decisions that create long-term value for the business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:

Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.