Service 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 Eight 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

The role of Services Advisor plays an important role in guiding the clients through their Service journey and responding to any enquiries which may arise. Additionally, the Services Advisor will assist colleagues by communicating and liaising across the 
business and with business partners providing necessary information to ensure a smooth experience ahead of clients’ in-store visits.

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

Here is How We envision Your Role:

• Provide an exemplary and personal Laings Customer Experience to all clients and colleagues through accurate, empathetic and respectful communication.  
• Increase awareness of the Services Department and drive the business, through pro-active sales led conversations   
• Work as a team to support the smooth running of the Services department by liaising with teams across the business and business partners.  
• Communicate with clients via telephone, email and web chat to offer updates and answer enquiries in a timely manner.  
• Work through our internal and external training programmes to widen knowledge and pursue personal development.      
• Take ownership of assigned enquiries ensuring swift, helpful responses and/or escalating to line manager if required.  
• Update ERP with all client and supplier communications.  
• Communicate with workshops/brands via online platforms, email and telephone.  
• Manage lead times and ensure timely delivery on each aspect of the Services journey.  
• Navigate and update client accounts and sales history.   
• Handle client objections relating to estimates or updates.  
• Use understanding of Products and associated Services Products and Services Journey to educate clients and give advice on recommendations and updates.  
• Work to achieve business KPIs relating to sales and quality.  
• Processing, interpretation and preparation of estimates in line with product knowledge and working within the Laings pricing structure and parameters.  
• Manage ‘Chase Diary’, updating Services records as changes occur.  
• Set up and take client payment for Services and Products.  
• Communicate progress on team and personal tasks and complete handovers.  

The Perfect Person We are Looking For:

• Outstanding customer Services experience.  
• Positive outlook.  
• Polite, friendly and well mannered.  
• Ability to remain calm under pressure.  
• Adaptable and flexible.  
• Excellent written and grammatical skills.  
• Active listening skills.  
• Experienced in Microsoft Outlook, Word, Basic Excel.  
• Problem solving ability.  
• Time Management and Prioritisation Skills.
• Outstanding attention to detail.  

Why join us at Laings?

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.