Customer Success Specialist

Company

Weston Beamor

Location

Birmingham B18 6LT

Salary

Negotiable / dependent on experience

Job Type

Permanent, Full Time

Hours

37.5 hours per week, 08:00 am – 16:00 pm.

Published

Deadline

Customer Success Specialist

Domino Jewellery

Birmingham B18 6LT

About the Company

At Domino, we create high-quality, ethically crafted jewellery that celebrates life’s most treasured moments. As the UK’s leading jewellery manufacturer, we are proud to create designs that bring joy to special occasions, underpinned by our dedication to exceptional service, innovation, and community.

Based in Birmingham’s historic Jewellery Quarter, our knowledgeable and professional team represents our greatest strength. We are passionate about fostering a culture where every voice is heard, and together, we grow, support, inspire, and celebrate our shared successes.

About the Role

We are looking for a Customer Success Specialist to join our Domino Customer Service Team, build strong client relationships, provide tailored support, and drive sales. The ideal candidate will have experience in sales and customer service, with a solid understanding of jewellery manufacturing and stock control.

Strong communication, problem-solving, and negotiation skills are essential, along with the ability to analyze sales data and identify opportunities. The successful candidate will be organized, adaptable, and proactive, ensuring excellent client service while supporting business growth.

Role Responsibilities

Maintain strong relationships with clients and understand their needs.
Ensure interactions are logged, orders are placed correctly in our system, and any client-requested changes are reviewed.
Identify new business opportunities and provide technical and design support.
Build relationships and act as an advocate for the customer.
Expedite any complaints through the relevant department to ensure a fast resolution.
Possess expert knowledge of the jewellery we manufacture and the services we offer.
Support our sales reps in handling accounts.
Recognise root causes of failure and work with key stakeholders at all levels to eliminate recurring issues.
Analyse sales data and anecdotal customer feedback, then present findings to the business.
Arrange meetings with clients to discuss their sales and service with the Customer Service and Sales Manager.

Candidate Requirements – Behaviours & Competencies

Emotional Intelligence:

Strong self-awareness and empathy when interacting with customers and colleagues.

Communication Skills:

Ability to adapt communication style to personalise customer experience.
Proficient writing skills with clarity and professionalism.
Active listening to fully understand customer needs and provide tailored solutions.

Resilience & Results-Driven Mindset:

Ability to stay focused under pressure and driven to achieve results, whether in sales or issue resolution.

Customer-Centric Approach:

Passionate about delivering excellent service and taking full ownership of customer interactions.

Collaboration & Teamwork:

Maintains positive relationships with colleagues across departments.

Commercial Acumen & Problem-Solving:

Recognises business opportunities and applies analytical skills to interpret sales and service data.

Qualifications & Education

Experience in manufacturing production processes and stock control.
Maths equivalent to GCSE C grade or above.
Proficient in using Customer Relationship Management (CRM) systems.
Proven experience in service and sales within the luxury market.
Analytical skills to interpret sales and service data.
Preferred: Knowledge of the luxury retail and jewellery sector.

Other details

Location

Birmingham (3-8 Vyse Street, Hockley, Birmingham, B18 6LT)

Salary

Negotiable/dependent on experience

Working Hours

37.5 hours per week, 08:00 am – 16:00 pm.
Please be aware that this role is based on site in Birmingham.

Benefits

24 days per annum, plus 8 bank holidays (increasing incrementally by 1 day at 3, 6 & 9 years’ service to a total of 27 days)
Holiday exchange – ability to buy or sell an additional 5 days holiday per year
Workplace pension with Scottish Widows
Life assurance (paying out 4 x gross annual salary)
Profit related bonus scheme
Health benefits, including access to a health care cash plan with BHSF and an employee assistance program + GP appointments via Sage Benefits application
Retails discounts via Sage Benefits application.
Interest free loans for parking permits.
Staff assisted purchase scheme – enabling staff to purchase products and repay over 12 months, interest free.
Eye test vouchers with Specsavers
Cycle to work scheme

To Apply

If you are interested in joining the team or have any questions about the role, we would love to hear from you.

Please send your CV and covering letter to us by using the application form below.

About us

One of the UK's leading jewellery manufacturers, supplying bridal and fine jewellery suites in platinum, 18ct and 9ct gold.

www.dominojewellery.com

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