Client Services Advisor

Be part of a legacy that blends tradition, innovation and excellence; Welcome to Laings.

The World of Laings

Laings is a prestigious family-run jewellers with a legacy spanning over 180 years. Established in 1840 and now safely in the hands of the sixth generation of the Laing family, Laings is one of the largest independent jewellery businesses in the UK.

With seven showrooms across Glasgow, Edinburgh, Southampton and Cardiff, Laings offers an expertly curated selection of fine jewellery and luxury watches from some of the world’s most prestigious brands. We also proudly present jewellery design and services by our artisan team of watchmakers, goldsmiths and jewellery designers from our state-of-the-art workshops.

Despite an everchanging landscape, Laings continues to invest in its future. Over the coming years, the company will embark on a journey of evolution to challenge jewellery and watch retail experiences – bringing innovation to different touchpoints of the business, while never forgetting the deep-rooted heritage that anchors the Laings story.

A Career as Unique as You Are

As a Laings Client Services Advisor, you will be an ambassador for our brand, ensuring each and every client receives a truly exceptional 5-star experience. More than just customer services, this is a consultative role where you'll take the time to understand your clients, provide tailored advice, and help them find the perfect piece to celebrate life's most meaningful moments. From guiding them through our website that hosts some of the world’s most prestigious jewellery and watch brands, and processing online sales to mimic the luxury of our in-store retail environments will become second nature.

Our Client Services team assist 37.5 hours per week, 5 days out of 7.

Here is How We Envision Your Role:

• Liaising with our clients via email, live chat and telephone.
• Enriching all communications with clients using Laings luxury tone. 
• Offering expert advice and assistance in an omnichannel environment.
• Processing orders and checking payment gateways. 
• Communicating well with stores to ensure a seamless experience from enquiry to appointment for our clients. 
• Booking referral appointments for our in-store teams. 
• Arranging products to be viewed by clients. 
• Performing as a team player and participating in all activities contributing to the company's overall objectives. 
• Confidently utilising our CRM and stock management systems. 
• Learning and mastering brand and product knowledge.
• Having a proactive approach to self-development using our inhouse training academy. 

The Perfect Person We are Looking For:

• Passionate about delivering exceptional customer services and luxury experiences. 
• A confident communicator across phone, email and live chat. 
• Organised, detail-oriented and comfortable managing multiple priorities. 
• Proactive, adaptable and solutions focused. 
• Confident using CRM systems, Microsoft Office and digital platforms. 
• A collaborative team player with a commitment to continuous learning and development.

Benefits and Culture:

We offer you an attractive package commensurate with experience, competitive salary and team commission structure. From unrivalled employee discounts and service recognition awards, Laings has built our approach to benefits around the requirements of our colleagues. Our benefits have been created to ensure happiness and wellbeing across each person’s professional and personal life. We offer flexible benefits, where you can choose to match your individual needs through our bespoke benefits platform. Plus, enjoy your birthday off each year as an additional employee benefit.

Laings are committed to fostering diversity, inclusion, equity and wellbeing. While our journey is ongoing, our shared commitment is to our culture of belonging and to the equality of opportunity, we follow practices which are free from discrimination. Please inform us confidentially if you may require any special accommodation or clarification concerning our recruitment process.  

Join us as we continue to tell our story, committed to staying at the forefront of the industry with a passion to provide personalised instore and aftersales experiences for customers, as well as delivering impeccable service that is paired with exceptional product knowledge.