KEY PURPOSE OF THE ROLE
To work alongside and support the Service Atelier with the goal of delivering exceptional service expected from a luxury brand. Focusing predominantly on ensuring timepieces enter and exit the service flow in an efficient and accurate manner. This includes liaising with internal and external stakeholders as appropriate, completing tasks within predetermined timeframes and making every effort to surpass client expectations. The Customer Service Operations Specialist plays a key role in the efficient day-to-day operation of the Service Atelier. This position supports operational leadership, and ensures a high standard of client service throughout the repair journey. The role also provides supervisory cover when required
KEY RESPONSIBILITIES
* Serve as the primary point of contact for cross-departmental queries and coordination.
* Manage, prioritise, and respond to workload demands, including urgent and time-sensitive tasks.
* Attend and represent the department at daily operations meetings in the absence of the Supervisor/Manager, providing updates on tasks, performance, and issues.
* Continually seek opportunities to improve Service Atelier processes and efficiencies.
* Act as deputy for the Supervisor/Manager, handling escalations and customer complaints during periods of absence or as required.
* Train and support new starters on departmental processes and the ERP system.
* Support aligned decision-making by collaborating closely with the Client Experience team, particularly in dispute resolution
* Own the reception and booking-in process for all Service Atelier repairs, including:
* Photographing timepieces upon receipt.
* Reviewing timepiece service history.
* Ensuring client and repair information is accurately recorded and kept up to date.
* Producing and actioning estimates and proceeds within agreed timeframes.
* Providing clear, easy-to-understand technical explanations to clients when required.
* Monitor estimate reminder reports and take appropriate follow-up action.
* Allocate components to relevant repairs.
* Generate invoices for service repairs and monitor receipt of payments.
* Process completed repairs for dispatch via logistics, ensuring:
* Dispatch dates and delivery locations are agreed with clients.
* Tracking details are updated in the system and communicated to clients.
* All relevant accessories and documentation are returned with the timepiece.
* Arrange warranty collections from direct clients when required.
* Receive Service Atelier clients at The Wing Boutique when required for timepiece drop-off or collection.
* Represent the Bremont brand professionally at all times, building strong personal rapport and delivering a premium client experience.
* Monitor and replenish Service Atelier administrative resources.
* Remain up to date with Bremont innovations, products, and services to ensure accurate knowledge sharing with clients and internal teams.
* Provide support and liaise with third party Service Centres with regards to component supply, technical information and intervention requests.
PERSON SPECIFICATION
* Able to demonstrate exceptional customer service positively and professionally.
* Able to manage time effectively and prioritise as required.
* The ability to understand and manage client expectations.
* Able to demonstrate confident and polite communication skills across multiple platforms.
* Experience in a customer service role beneficial.
* Honesty and integrity.
* Friendly & patient, able to adapt complexity of communication to audience easily.
* Willing to adapt proactively and positively to new challenges.
* Enthusiastic, self-motivated.
* A team player but also confident to work proactively without guidance.
* Excellent attention to detail and good organisational skills.
* Good standard of written English and grammar.
* IT literate, able to use Excel, Word, and data entry programs systems.
* Willing to adapt and take on new challenges and driven to continually improve.
* Understanding of importance of brand attributes.
* Experience within the luxury watch and jewellery industry is desirable; candidates from other relevant premium or client-focused industries will also be considered.
* Minimum of 5 years' experience in a similar or related role.
KEY RESULTS
* Expected quality (Procedures, guidelines, KPIs and customer satisfaction)
* Expected quantity (Performance KPIs)
* Adheres to and enforces Bremont's technical and service guidelines.
* Guarantees quality of his/her complete environment, maintaining cleanliness and tidy
* Adopts the most effective and efficient methods to improve workflow speed and efficiency.
* Discusses issues on any products or problems linked to workload or environment and provides feedback, to the management to achieve productivity level.
* Undertakes temporary or special projects assigned to him/her by superiors to expand scope or skill base.
ROLE SPECIFIC BENEFITS
* Generous Holiday Entitlement – 25 days holiday plus bank holidays, and 3 days paid time off in December for HQ Shutdown
* Free Daily Lunch – Enjoy a freshly prepared lunch on us every day on-site.
* Life Assurance – Peace of mind with life cover at 3x your annual salary
* Family-Friendly Benefits – Enhanced Maternity and Paternity Leave to support you and your growing family.
* Celebrate Your Milestones – We recognise loyalty with outstanding length of service awards – including the chance to receive one of the iconic Bremont timepieces we're so proud to create.
* Career Growth – Access tailored training programmes and clear development pathways to help you thrive.
* Exclusive Discounts – Significant permanent employee discounts on Bremont Watches, along with special 'Friends & Family' sales.
* Wellbeing Support – From confidential counselling to 24/7 financial and legal advice, we care about your mental, emotional, and financial wellbeing.
* Social Culture – From summer parties to seasonal gatherings, we host regular social events that bring everyone together.
* Give Back – We're proud to support team members who want to volunteer for good causes, with flexibility for approved time off.
WORKING ENVIRONMENT
* 37.5 hours a week, Monday – Friday, on site at our HQ in Henley on Thames
* Working autonomously and in a team of 3 in a wider team of 15
* Work location on the main bus routes from Reading and High Wycombe, as well as train
* Probation process 4 months standard
* Notice period – 2-month standard
INTERVIEW PROCESS
Stage 1
Interview with hiring manager and senior manager onsite.
Smart dress code required
We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.