Alexander James Watch Services Ltd
Watch Technician / Front of House Administrator
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Overview
We are looking for a trustworthy, reliable, detail-oriented, and customer-focused individual to join our team as a Watch Technician / Front of House Administrator. This hybrid role combines hands-on technical tasks with front-of-house / admin responsibilities to ensure our customers receive exceptional service from the moment they enter the shop to the moment their watch is returned. We would also look to evolve the role, with training, into a watchmaker’s position as the business expands.
Key Responsibilities
Technical Responsibilities
- Perform de-casing and re-casing of watches to support the watchmaker for servicing and polishing.
- Clean de-cased watches that don’t require polishing.
- Reassemble cleaned/polished watches, replacing seals and pressure testing pre and post service.
- Complete part jobs, including fitting straps, batteries, bracelets, re-seals, and other minor technical tasks.
Quality Control
- Carry out thorough QC checks on all completed jobs before they are returned to customers, ensuring workmanship meets our standards and all functions operate correctly.
- Check model/serial number, dial configuration, bracelet against the CRM information and pictures.
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Front of House & Administration
- Learn to confidently use our CRM system to manage all bookings, track jobs, and maintain accurate customer records.
- Handle all customer enquiries for trade/public, in person, over the phone, and via email/WhatsApp, providing friendly, professional, and knowledgeable support.
- Manage the shop area, including setting out displays, turning on video screens, and ensuring all front of house areas are clean, organised, and presentable.
- Communicate clearly with customers regarding repair timelines, prices, job progress, and completed work.
- Contact customers to follow-up on estimates.
- Use the CRM software to generate and send invoices, following up on overdue payments if needed.
- Take responsibility for packing jobs ready for posting back to customers.
- Make sure the kitchen is stocked with tea, coffee, and biscuits (Especially cookies!)
Skills & Attributes
- 2-3 years’ experience as a Watch Technician.
- Previous experience in customer-facing roles.
- Strong attention to detail and a high standard of accuracy.
- Excellent customer service and communication skills.
- Ability to multitask and stay organised in a busy environment.
- Willingness to learn technical processes and support workshop operations.
- A positive, proactive attitude and a professional appearance.
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What We Offer
- 40 hours per week.
- Competitive salary aligned with experience starting from £27,000.
- Full training in both front-of-house and technical skills.
- A supportive, skilled team environment.
- Opportunities to grow your knowledge of watchmaking and develop specialist skills.
- Progression available once in post.
Future Development
Polishing
We can provide full training in watch polishing for team members who are interested. As demand for polishing services continues to grow, developing this skill will open the opportunity for increased pay.
Part Jobs
As we gain further accreditations, the volume of part jobs is expected to rise. Taking on a greater share of these tasks, will come with the potential for role development.
Servicing
As the business expands, we plan to hire a dedicated full-time front-of-house team member. This would allow the Technician role to develop into a Watchmaker position focused on mechanical servicing. We expect this progression to occur over approximately two years.
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