Concierge - Fine Jewellery

Culture & Values

At Queensmith, we transcend the traditional jewellery-buying experience. Our mission is to revolutionise the world of engagement and wedding jewellery, crafting unforgettable moments for our customers. Our culture revolves around three core values: "Be Brilliant," reflecting our relentless pursuit of excellence and innovation; "Be Clear," representing transparent communication, ethical practices, and a meaningful impact; and "Be Unique," celebrating individuality, creativity, and inclusivity. Just as we aim to democratise diamond jewellery through bespoke services and craftsmanship, we provide our teams with a similarly customised and exceptional work environment. The essence of Queensmith lies in providing a rewarding work environment and empowering teams to strive for excellence and reach their full potential. 

Scope

At Queensmith, we understand that our greatest asset is our exceptional team. As Concierge, you hold a pivotal position at the heart of our operations, ensuring every client's in-store experience and across our communication channels is seamless and personal. You support the sales operations and manage a wide array of post-purchase client appointments, from resizes, collections and pick-ups to annual services and ring cleans, ensuring every detail is handled carefully. Your exceptional organisational skills and ability to communicate effectively make you the linchpin in the seamless operation of our showroom, bridging the gap between our sales and customer care teams. Your dedication to providing a personalised and memorable experience for each client is vital in sustaining the loyalty and trust fundamental to Queensmith's success.

Responsibilities:

• Manage non-sales appointments (resizes, collections, issues, pick-ups, annual services, ring cleaning etc)
• Deliver front-of-house greetings, providing a warm and professional welcome to all visitors.
• Conduct informative workshop tours, showcasing our craftsmanship and bespoke manufacturing.
• Process payments, complete finance applications and send paylinks, ensuring a smooth transactional experience for clients.
• Assist with processing gemstones and managing incoming inventory.
• Liaising with our Customer Care and Sales Team and supporting them when appropriate.
• Maintain front of house appearance; ensuring our store and consultation rooms best represents the brand at all times.

Requirements:

• Proven experience in a customer-facing role, ideally within the high-end retail or hospitality sector.
• Ability to manage customer expectations positively and deliver information clearly and empathetically.
• Excellent communication and interpersonal skills, passionate about delivering a high-quality customer experience.
• Ability to work well within a team, demonstrating flexibility and a willingness to support colleagues.
• Strong organisational skills, with the ability to multitask and prioritise effectively in a fast-paced environment.
• Familiarity with CRM systems.

Skills:

• Exceptional communication skills
• Adaptability and resilience in a fast-paced environment.
• High emotional intelligence, able to manage expectations with empathy and professionalism.
• Calm and solutions-focused under pressure.
• Organised with the ability to prioritise and multitask.

What You'll Enjoy

Financial & Career Growth:

• Highly competitive salary and financial benefits
• Generous company bonus scheme
• Clear progression pathways across departments
• Generous pension contributions

Wellbeing & Work Environment:

• Premium workspace in Central London
• Free barista-quality coffee bar on-site
• Private healthcare plan and wellness benefits
• 25 days holiday + bank holidays
• Access to a mindfulness app and mental health support

Recognition & Development:

• Employee Recognition Programme that celebrates your contributions
• Comprehensive training and professional development opportunities
• Regular workplace culture initiatives and team events