Customer Services & Client Liaison

Do you light up when you talk to people? Do you love the moment a customer finds exactly the right piece and you close a sale? Then this role was made for you. Dinny Hall is one of Britain's most beloved independent jewellery houses, known for timeless design, quiet luxury, and pieces that carry real meaning. We're looking for a warm, curious Customer Services & Client Liaison. This is a role for someone who doesn't just handle enquiries; they build relationships, remember names, and make every customer feel like the most important person in the room. The Customer Services & Client Liaison role at a glance:

• Every day; Talking to customers across phone, email, and in person and loving every moment of it.
• Online orders; Picking, packing and dispatching e-commerce orders with the same care as a gift.
• Bespoke commissions; Guiding clients through the magic of creating a truly one-of-a-kind piece.
• Lasting relationships; Building genuine connections that bring customers back for life's most special moments.
What the Customer Services & Client Liaison will be doing:
• Being the warm, knowledgeable first point of contact for all customer enquiries for phone, email, live chat and redirected from stores
• Picking, packing and dispatching e-commerce orders to the exacting standard our customers expect - every parcel should feel like it was packed with love
• Processing returns and exchanges efficiently and with genuine care, turning a potentially disappointing experience into a positive one
• Keeping on top of order management in our e-commerce platform - tracking, updating customers proactively, and resolving any fulfilment issues quickly
• Managing and nurturing bespoke commission requests from first conversation through to delivery, keeping clients informed and excited every step of the way
• Building lasting client relationships - remembering preferences, milestone occasions, and the stories behind their purchases
• Handling repairs, returns and after-sales with care and empathy, turning tricky situations into positive outcomes
• Maintaining detailed client records and following up proactively to delight customers before they even have to ask
• Liaise with couriers to arrange timely deliveries and track shipments., PLEASE NOTE: When attaching your CV or work examples it is very important that you name your files to include your name and not just "cv.doc" or "curriculum vitae.docx" or "my_illustration.jpg". Instead use a format like this "joe_bloggs_cv.docx"
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• Experience in luxury retail, hospitality, or a client-facing role
• A love for jewellery
• Excellent written and verbal communication
• Comfortable with ERP/Stock and Ecommerce systems
• Genuinely loves talking to people; this is your superpower
• Warm, patient and deeply empathetic
• Highly organised with a sharp eye for detail
• Calm under pressure and graceful in difficult situations
• Passionate about beautiful, meaningful objects
• A natural storyteller who can bring a piece to life in words
• Jewellery knowledge is a bonus, I have experience in luxury retail, hospitality, or a client-facing role.
I have a love for jewellery.
• I have excellent written and verbal communication.
• I'm comfortable with ERP/Stock and Ecommerce systems.
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  About: Dinny Hall, a luminary in British jewellery design, launched her eponymous brand in 1985, shortly after graduating from Central Saint Martins, marking the inception of a brand that seamlessly blends elegance with innovation. Dinny Hall's jewellery is defined by a balance of classic craftsmanship and contemporary refinement. Each collection reflects a deep appreciation for form and proportion, with designs ranging from delicate, organic shapes to bold, sculptural silhouettes. Whether drawing on nature, historical motifs, or modernist principles, Dinny's work remains instantly recognisable with its design integrity providing longevity, effortless wearability and understated luxury. 'Jewellery is made to be worn, not hidden away in a box for a day that may never come'.
  
  
• £27,000 - £32,000 salary
• 28 days holiday including bank holidays
• A close-knit, creative team at an iconic independent British jewellery brand
• Generous staff discount on our collections
• Training on our full range and bespoke process - you'll become a true jewellery expert
• A culture where customer relationships are celebrated, not just counted