About us:

Founded by Jordan Cullen in 2018, Cullen Jewellery is an ethical fine jewellery brand focused on exceptional human experiences. As a digital-first business, we blend traditional craftsmanship with modern technology, using the best materials to create timeless pieces.

We’re committed to the environment, crafting every piece with sustainability in mind. Our lab grown diamonds are 100% carbon neutral, and we invest in replanting landscapes and supporting communities globally.

About the position:

We're excited to grow our Client Care team, with this consultant role playing a pivotal role in shaping our clients' post-purchase journey. You’ll be the trusted expert guiding clients through resizing, repairs, and custom modifications, while ensuring every interaction reflects our premium service standards. From managing aftersales logistics to supporting meaningful moments like ring pickups, you’ll blend operational excellence with a deep sense of empathy and detail.

Key Responsibilities include:

• Manage the aftersales process for drop-off and pick-up services
• Provide expert product and aftersales knowledge to clients, addressing all inquiries related to resizing, repairs, and future modifications (e.g., metal colour changes). 
• Manage the aftersales submissions process, following established procedures to ensure smooth processing of all aftercare requests. 
• Perform jewellery condition inspection, including taking photographs, recording job instructions, and advise clients prior if additional polish is required for the condition of the item before sending it into the workroom.
• Resolve any client concerns about service timelines, shipping details, and the status of their requests
• Manage the procedure for picking up rings, ensuring physical ID is checked prior and payment is fully made before releasing the item; update pick-up status and email client when a ring is picked up/paid in the appointment. 
  
  

What are we seeking?

Proven experience in a customer service or aftersales role, ideally within the premium jewellery or retail industry. 

● Strong knowledge of aftersales processes, including resizing, repairs, and product modifications. 

● Excellent communication skills, both written and verbal, with a client-centric approach. 

● Ability to manage multiple tasks simultaneously while maintaining attention to detail. 

● Strong organisational skills and the ability to record and track client orders and aftersales services accurately. 

What we offer:

In addition to a competitive remuneration package, and the ability to work in a beautiful office location in the heart of Kew we offer all our team members with a range of benefits including:

• A supportive and collaborative work environment;
• An Employee Assistance Program for you and a family member to utilise;
• Generous staff and family / friend discounts;
• Team events and initiatives included as part of our wellbeing program;
• Paid volunteer leave, and sponsorship of a child in South East Asia/Africa under your name;
• The opportunity to join a growing company with a global presence - you really can take your career anywhere!

If this full-time opportunity sounds like your next challenge, complete your application by clicking on the apply now button and we will be in touch.

Agencies, thanks for thinking of us - but we have this one covered!