Temporary Customer Service Advisor (Evenings & Weekends)

Company Overview

The Diamond is one of the UK’s largest online jewellers, boasting over 150,000 satisfied customers and more than 14 years of experience in selling jewellery online. We are proud of our exceptional customer service and our high ratings on Trustpilot, which reflect our commitment to creating memorable experiences for our customers.

We’re looking for passionate and driven individuals to join our growing Customer Service Team at The Diamond Store. As a remote advisor, you’ll play a vital role in delivering exceptional service and driving sales across our beautiful jewellery collections.

Below are the available shift patterns we are hiring for:

Tier 1: Customer Service Advisor - Thursday 5pm -10pm Saturday 10am - 3pm Sunday 3pm - 9pm

About the Role: In this fast-paced and rewarding position, you will interact with customers via email, live chat, and telephone. Your mission will be to guide each customer through their shopping journey, offering expert advice and personalised recommendations to help them find the perfect piece of jewellery, while ensuring a smooth and professional experience throughout.

Key Responsibilities:

• Respond to customer inquiries via live chat, email, and phone in a prompt, professional, and friendly manner
• Promote and recommend our wide range of jewellery based on individual customer needs and preferences
• Use effective sales techniques including upselling, link selling, and cross-selling to maximise sales
• De-escalate complaints calmly and efficiently, aiming to resolve issues and prevent order cancellations
• Take ownership of inbound and outbound calls, as well as live chats, building rapport and trust with every customer interaction
• Perform fraud checks in line with company policy to ensure secure transactions
• Handle escalations appropriately and communicate clearly with management when necessary
• Take full responsibility for managing your daily customer board, ensuring no queries are left unresolved
• Proactively chase outstanding orders with both customers and our (OBR) team, meeting time-sensitive deadlines
• Support the after-sales process to maintain customer satisfaction and loyalty
• Meet and exceed personal and team sales targets and KPIs

Requirements:

• Previous experience in retail or a sales-focused customer service role is essential
• Strong ability to de-escalate complaints and retain customer confidence
• Excellent communication skills, both written and verbal
• Confident, clear, and professional telephone manner
• Comfortable with learning new systems and software; familiarity with LiveChat, Outlook, and Microsoft Teams is a plus
• A quiet, distraction-free home working environment with a reliable internet connection
• Access to your own laptop or desktop computer (equipment not provided)
• Flexibility to work evenings, weekends, and overtime during peak periods

Available Contracts & Shift Patterns: We have 1 remote positions available:

We currently have varied contracts available, with hours spread across our opening times:
Monday to Friday, 7am – 10pm and Saturday & Sunday, 10am – 9pm.

Shift patterns are pre-set and not rotational. If you have any questions about the shifts, please get in touch before applying.

Please refrain from using our customer service email for recruitment-related queries, as this impacts the team’s KPIs. We kindly request that you direct any questions via Indeed, where our recruitment team will be able to respond directly.

Below are the available shift patterns we are hiring for:

Tier 1: Customer Service Advisor - Thursday 5pm -10pm Saturday 10am - 3pm Sunday 3pm - 9pm

Application Process: To apply, please send your CV along with a cover letter stating which contract and shift pattern(s) you are interested in. Full training will be provided to ensure you have the tools and knowledge to succeed in your role.

Please note training will be conducted as a group during the hours of 9am - 5pm, during November 2026, before being moved to your agreed shift pattern once training has been completed.

Join us and help our customers celebrate life’s most special moments with stunning jewellery and five-star service.

Pay: Up to £12.71 per hour

Benefits:

• Employee discount
• Work from home

Application question(s):

• The shift pattern is Thursday - 5pm -10pm, Saturday 10am - 3pm and Sunday 3pm - 9pm , please confirm you are happy with to continue. In addition Traini…