Company Overview
The Diamond is one of the UK’s largest online jewellers, boasting over 150,000 satisfied customers and more than 14 years of experience in selling jewellery online. We are proud of our exceptional customer service and our high ratings on Trustpilot, which reflect our commitment to creating memorable experiences for our customers.
We’re looking for passionate and driven individuals to join our growing Customer Service and Sales Team at The Diamond Store. As a remote advisor, you’ll play a vital role in delivering exceptional service and driving sales across our beautiful jewellery collections.
About the Role: In this fast-paced and rewarding position, you will interact with customers via email, live chat, and telephone. Your mission will be to guide each customer through their shopping journey, offering expert advice and personalised recommendations to help them find the perfect piece of jewellery, while ensuring a smooth and professional experience throughout.
Key Responsibilities:
- Respond to customer inquiries via live chat, email, and phone in a prompt, professional, and friendly manner
- Promote and recommend our wide range of jewellery based on individual customer needs and preferences
- Use effective sales techniques including upselling, link selling, and cross-selling to maximise sales
- De-escalate complaints calmly and efficiently, aiming to resolve issues and prevent order cancellations
- Take ownership of inbound and outbound calls, as well as live chats, building rapport and trust with every customer interaction
- Perform fraud checks in line with company policy to ensure secure transactions
- Handle escalations appropriately and communicate clearly with management when necessary
- Take full responsibility for managing your daily customer board, ensuring no queries are left unresolved
- Proactively chase outstanding orders with both customers and our (OBR) team, meeting time-sensitive deadlines
- Support the after-sales process to maintain customer satisfaction and loyalty
- Meet and exceed personal and team sales targets and KPIs
Requirements:
- Previous experience in retail or a sales-focused customer service role is essential
- Strong ability to de-escalate complaints and retain customer confidence
- Excellent communication skills, both written and verbal
- Confident, clear, and professional telephone manner
- Comfortable with learning new systems and software; familiarity with LiveChat, Outlook, and Microsoft Teams is a plus
- A quiet, distraction-free home working environment with a reliable internet connection
- Access to your own laptop or desktop computer (equipment not provided)
- Flexibility to work evenings, weekends, and overtime during peak periods
Available Contracts & Shift Patterns: We have 6 remote positions available:
We currently have three 30-hour contracts and three 16-hour contracts available, with hours spread across our opening times:
Monday to Friday, 7am – midnight and Saturday & Sunday, 10am – 9pm.
Shift patterns are pre-set and not rotational. If you have any questions about the shifts, please get in touch before applying.
Below are the available shift patterns we are hiring for:
30-hour contracts:
Contract A
Mon – Fri: 9am – 3pm
Contract B
Mon – Fri: 11am – 5pm
Contract C
Mon – Wed: 11am – 4pm
Thurs – Fri: 4pm – 10pm
16-hour contracts:
Contract D
Sat – Sun: 8am – 2pm
Mon: 1pm – 4pm
Contract E
Sat – Sun: 3pm – 9pm
Wed: 1pm – 4pm
Contract F
Sat – Sun: 11am – 5pm
Tues: 1pm – 4pm
Application Process: To apply, please send your CV along with a cover letter stating which contract and shift pattern(s) you are interested in. Full training will be provided to ensure you have the tools and knowledge to succeed in your role.
Please note training will be conducted as a group during the hours of 9am - 5pm before being moved to your agreed shift pattern in September.
Join us and help our customers celebrate life’s most special moments with stunning jewellery and five-star service.
Job Types: Part-time, Fixed term contract
Contract length: 6 months
Pay: Up to £12.21 per hour
Benefits:
- Employee discount
- Work from home
Application question(s):
- If you have live chat, telephone and email customer service in a fast paced environment. Please use this box to list the examples?
- This role is fully remote, so a suitable home working environment and a reliable internet connection are essential. Do you have a quiet, dedicated workspace and stable internet access to support remote working? Please also tell us about any previous experience you have with remote working.
- Please indicate which temporary contract(s) you are most interested in, using the contract names listed in the job description (Contract A–F). If you are open to more than one, please list them in order of preference.
- Training will begin on Monday 1st September 2025 and will take place in a group setting between 9am – 5pm. You will be scheduled for training during these hours, for the hours outlined in your chosen contract (30 or 16). A full training schedule with your allocated times will be provided in advance. Your regular shift pattern will begin in October, or once training has been completed. Will you be able to attend the training?
Experience:
- Telephone Customer Service : 3 years (required)
- Live Chat: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Location:
- United Kingdom (required)
Work Location: Remote
Expected start date: 01/09/2025