The Client Services Assistant is a key role to support all activities across the Service department in Hamilton & Inches. This is an exciting, all-encompassing role across all aspects of client service delivery and requires an individual with excellent communication and organisational skills alongside an unwavering commitment to exceptional customer service.
Client Services Assistant
Since 1866, Hamilton & Inches has been Scotland’s premier destination for fine jewellery, luxury watches, and hand-crafted silver. Based in the heart of the Scottish capital, we have maintained our jewellery & silver workshops since our inception and have held a Royal Warrant as silversmiths for more than 120 years. To this day, we proudly continue to curate a range of fine jewellery designed and made by our artisan team and workshops.
The Role
1. Assist with all aspects of the Service department, ensuring excellent customer care and clear communication.
2. Proactively engage with clients in-store and online, handling enquiries, repairs, valuations, and service requests.
3. Process and track repairs with manufacturers, local workshops, and internal teams.
4. Manage incoming emails, calls, and supplier communications, ensuring timely responses and accurate CRM updates.
5. Support and participate in all sales channels across the business including retail, e-commerce, and corporate where necessary.
6. Assist with pricing updates, deadlines, and repair-related training for relevant teams.
7. Handle complaints professionally, escalating to the Service Manager when necessary.
8. Ensure Health & Safety compliance in the workshop and uphold the brand’s high standards.
9. Provide administrative support for repair-related tasks, ensuring accurate documentation and tracking.
10. Assist the showroom team as needed, offering service expertise and ensuring a seamless client experience.
11. Work collaboratively with cross-functional teams to support interdepartmental processes and ensure a cohesive client experience.
Key skills and experience
1. Customer service experience, preferably in luxury goods, jewellery, or watches.
2. Strong communication skills, both written and verbal, with excellent phone etiquette.
3. Ability to multitask, work under pressure, and manage deadlines effectively.
4. Highly organised with strong administrative and IT skills, including proficiency in Office 365 and CRM systems.
5. Proactive, solutions-focused, and a strong team player with the flexibility to support showroom operations when required.
Ever year, we run two internship programmes, in January and July. These are open to third-year students studying a relevant degree at a Scottish University. The programme offers practical experience working at a jeweller and silversmith with over 156 years of experience. Interns will have the opportunity to learn from our silversmiths, goldsmiths, hand-engravers, polishers, and wider team. Explore our current opportunities.
If you are a third-year student studying a relevant degree at a Scottish university, you can apply for an 8-week paid internship in jewellery and silversmithing, culminating in a £1500 grant.
* DURATION: 8 weeks from start of July 2025
* APPLICATION DEADLINE: 30th May 2025
* INTERNSHIP PERIOD: Begins at the start of July 2025, duration 8 weeks
* REQUIRED QUALIFICATIONS: Third-year student studying relevant degree at a Scottish university
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