The Diamond Store
Repairs & Returns Advisor
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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 organised, customer-focused Remote Repairs & Returns Advisors to join our growing team. If you enjoy problem solving, managing cases from start to finish and delivering exceptional after-sales service, we'd love to hear from you.
About the Role
As a Repairs & Returns Advisor, you'll manage customer enquiries relating to repairs, warranties, returns and exchanges. You'll act as the main point of contact throughout the after-sales journey, ensuring customers are kept informed while working closely with our workshop, logistics and internal teams.
This is a fast-paced role where organisation, attention to detail and excellent communication are essential. You'll take ownership of each case, ensuring every customer receives a professional and efficient experience.
Key Responsibilities
- Managing customer enquiries via live chat, email and telephone.
- Supporting customers with repairs, warranties, returns and exchanges.
- Explaining company policies and procedures clearly and professionally.
- Managing repair cases from collection through to completion.
- Liaising with our workshop and internal departments to provide timely updates.
- Investigating customer concerns and working towards the best possible resolution.
- Processing returns, exchanges and replacement orders accurately.
- Managing your daily workload to ensure all customer enquiries are responded to promptly.
- Chasing outstanding repairs and orders to meet agreed turnaround times.
- Performing fraud checks where required in line with company procedures.
- Handling escalated cases professionally and communicating with management when necessary.
- Delivering an exceptional after-sales experience that builds customer confidence and loyalty.
- Meeting individual and team KPIs for response times, case management and customer satisfaction.
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Requirements
- Previous experience in a customer service, repairs, returns or after-sales role.
- Excellent written and verbal communication skills.
- Strong organisation and time management skills.
- The ability to manage multiple cases simultaneously while maintaining accuracy.
- A calm and empathetic approach when dealing with customer concerns.
- Excellent attention to detail.
- Confident using multiple computer systems and learning new software.
- Experience with Outlook, Microsoft Teams or Live Chat systems is advantageous.
- A quiet home-working environment with a reliable internet connection.
- Access to your own laptop or desktop computer (equipment is not provided).
- Flexibility to work evenings, weekends and additional hours during peak trading periods.
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Available Contracts & Shift Patterns
We have 3 remote positions available:
We currently have varied contracts available, with hours spread across our opening times:
- Monday to Friday, 7am – 10pm
- 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:
Contract 7 - 30 Hours (Repairs)
- Monday: 9:00am – 3:00pm
- Thursday & Friday: 8:00am – 2:00pm
- Saturday & Sunday: 9:00am – 3:00pm
Contract 12 - 19 Hours (Returns)
- Wednesday & Thursday: 4:00pm – 10:00pm
- Saturday: 3:00pm – 9:00pm
Contract 13 - 40 Hours (Returns)
- Monday to Friday: 9:00am – 5:00pm
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.
Training will take place as a group during September 2026, Monday to Friday between 9:00am and 5:00pm. Once training has been successfully completed, you'll move onto your contracted shift pattern.
Join us and help our customers celebrate life’s most special moments with stunning jewellery and five-star service.
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