Service Centre Administrator

4 weeks ago

Henley on Thames, United Kingdom Bremont Watch Company Full time

**JOB SPECIFICATION**

Position: Service Centre Administrator
Company: Bremont Watch Company
Location: Henley on Thames, Oxfordshire, U.K.
Report: Service Centre Manager

**COMPANY OVERVIEW**

Bremont is a leading luxury British watch company producing beautifully engineered mechanical watches at their state-of-the-art Manufacturing and Technology Center “The
Wing” in Henley on Thames, England

Founded 2002, when Nick and Giles English, Co-Founders, embarked on a journey to make beautifully crafted pilot’s watches of exceptional quality. Driven by the desire to play their part in reviving the British watch industry and build a globally recognized luxury brand.

Bremont is global business operating its own boutiques and a wholesale network across the world with its own manufacturing center based in the UK. As we grow the business, we look to invest in the right talent to enable us to achieve our goals.

**CONTEXT AND PURPOSE OF THE ROLE**

To work alongside and support the Service Centre 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.

**KEY RESPONSIBILITIES**
- Own the reception/booking-in process off all Service Centre repairs. o Photographing timepieces. o Reviewing timepiece history. o Ensuring client information is entered accurately and kept up to date.
- Produce and action estimates/proceeds within agreed timeframes. o Providing appropriate technical explanations in an easy-to-understand manner when required.
- Monitor estimate reminder report and act as necessary.
- Allocate picked components to relevant repairs.
- Generate invoices for service repairs and monitor payments received.
- Process completed repairs ready for dispatch by logistics. o Liaise with clients to arrange dispatch dates and locations. o Update tracking details in system and inform client as appropriate. o Ensure all relevant accessories and documents are returned.
- Arrange warranty collections from direct clients when required.
- Monitor and replenish Service Centre administration resources.
- If required, receive Service Centre clients at ‘The Wing’ Boutique. (Repair collection/drop off) o Represent the brand in a professional manner, building a personal rapport with the clients.
- Continually seek to improve Service Centre processes.
- Remain current with Bremont innovations, products and services.

**1* of **2*

**KEY RESULT AREAS**
- Expected quality (Procedures and guidelines and KPIs)
- Expected quantity (Performance KPIs)
- Provides quality feedback on products and services to management.
- Adheres to and enforces Bremont’s technical and service guidelines
- Guarantees quality of his/her complete environment, maintaining cleanliness and tidy order on his/her desk and in the locations under his/her joint responsibility.
- 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.

**KEY SKILLS & EXPERIENCE**
- Able to demonstrate exceptional customer service.
- 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.

**COMPETENCIES AND LEADERSHIP CHARACTERISTICS**
- 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.
- GCSE 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.
- Driven to continually improve.

**2* of **2*

**Job Types**: Full-time, Permanent

**Salary**: Up to £21,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Henley on Thames: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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