Team Leader - Jewellery Repairs Workshop


Job Details


BIRMINGHAM - Stores Support Centre

Contract Type


Working Pattern

Full Time


Competitive salary plus bonuses, benefits & staff discount

Closing Date

29/09/2019 11:00

A great opportunity to gain team leadership experience in our jewellery & watch repair function!

Team Leader - Jewellery Repairs Worksho[

Temporary 6 Months

Birmingham Stores Support Centre

Here at Signet we're currently recruiting for a great opportunity to gain valuable leadership experience as part of our Birmingham Jewellery and Watch Repairs Service Centre (BSC). 

As Team Leader in our Service Centre you'll effectively manage and support a team of 14 members (made up of Jewellery Technicians, Watch Technicians or Support Technicians).

Reporting directly to the Repairs Operations Manager this role delivers a customer centric service through coordinating with internal and external functions to support the store customer and client needs.

You'll effectively manage repairs query escalations and communicate custom and store specific needs to the team while measuring performance / adherence to customer and business requirements with a view to adequately resolving enquiries, complaints of challenges raised. You'll look to continuously maintain production performance in line with business expectations through team working, coaching and guiding a team whilst focussing on a quality driven, accurate and efficient service. 

In this role you'll be accountable for the following:

  • Identifying specific skills gaps and working to ensure appropriate training and coaching interventions are in place
  • Effectively coaching, motivating and developing individuals to achieve personal and team KPI's in sales service and compliance including legislative requirements
  • Conducting performance reviews and facilitating team engagement in line with business expectations to share based practice
  • Conceiving and driving tactical incentives to drive performance
  • Taking personal accountability and responsibility for achieving team targets, KPIs and accountabilities
  • Manage relationships with 3rd party suppliers, store colleagues and internal teams
  • Manage work ques in line with SLAs
  • Review and control all aspects of personal, team and product security in relation to leakage and damage
  • Recruit new team members and develop talent for succession planning
  • Act as 1st line escalation for customer or store operational needs (complaint management, general escalation, awareness).

Suitable applicants will be experienced in the following:

  • Demonstrable coaching and first-line supervisory skills
  • Proven ability to drive high quality, high volume workflow (where the job requires) and to negotiates and arbitrate challenging situations
  • Excellent verbal and written communication skills
  • Strong track record of leading self and others in a service and volume target orientated environment
  • Good standard of MS Office capability (Excel, Word and Outlook)
  • Demonstrable working knowledge of workflows and systems such as telephone systems, CRM platforms and resource modelling / planning
  • Willingness to undertake Jewellery industry qualifications (specific to each team), e.g., JET or Assay Office Training
  • Willingness to undertake health & safety qualifications (specific to each role) for example IOSH, Risk Assessment, COSHH
  • Technical awareness of the repaired product and the process to repair


We offer a fantastic job and more…

We are passionate about our profession, and together we can help you realise your full potential. Come and be part of Signet Jewelers and enjoy the following fantastic benefits: 
*Competitive Salary
*185 Hours Annual Leave (excluding Bank Holidays)
*Generous Staff Discount across all brands
*Life Assurance
*Pension Scheme
*Real Rewards Corporate Discount
*Childcare Vouchers
*Recommend a Friend Scheme
*Cycle to Work
*Shine with Signet – Recognition Platform


Be part of something special!

Signet is the name behind H.Samuel and Ernest Jones – so altogether, we have 450 UK stores selling some of the most fashionable and exclusive watch and jewelery brands on the High Street. But that’s not all. We also have stores in the US, Republic of Ireland and the Channel Islands. In fact, we’re the largest speciality retail jeweler in the world, by sales. Just imagine where your retail career could take you.

Signet Jewelers (H.Samuel & Ernest Jones) is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all sections of the community and are proud to have achieved Disability Confident Committed status (Level 1).  All employment is decided on the basis of qualifications, merit and business need.