Careers

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process, delivering an exceptional customer experience (as shown by thousands 5 ⭐customer reviews) With a store in Covent Garden in London, a showroom in the heart of the City of London and a showroom in New York, we attract customers to our in person consultation experience. We’re now looking for someone with aspirations in developing their sales capabilities in bespoke jewellery by growing their way in the business.

A Taylor & Hart Design Consultant is the face of the company and is an expert in providing customers with an industry leading consultation experience. They are highly knowledgeable about jewellery, diamonds and gemstones, and each Design Consultant uses their talent, experience and people skills to meet with our customers in person and through our virtual consultations and ensure all customer’s rings are perfectly created just for them, with love and without limits.

• Warmly welcome customers to their Taylor & Hart consultation, either in person or virtual
• Inspire excitement with every customer they meet. Through their gem, their design and their experience, ensuing each customer becomes a brand ambassador
• Collaborate with the customer, the CAD team and the production team to ensure every aspect of a product is carefully considered for each customer.
• Deliver sales efficiently
• Contact and qualify new bookings in advance of their visit to our showroom.
• Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads
• Respond to all new customer enquiries as quickly as possible and mostly within one working day
• Commit time for the wider team in setting customers expectations to ensure their experience is set with success from their first point of contact to after they receive their purchase
• Work with precision to ensure all information is complete, accurate and company policies are followed to enable a greater contribution to continued company growth
• Produce a high conversion rate of consultations that convert into sales
• Work as part of a team to contribute through innovation
• Explore new approaches and ideas to remain ‘a step ahead’ with each customer’s experience
• Consistently strive to improve the consultation experience, by keeping a close eye on industry best practices and staying on top of potential innovations in technology
• When needed, provide support to the wider sales team, walk-in clients and aftercare.
• Have detailed knowledge of Taylor & Hart’s brand values and be a champion of those values in every customer or colleague interaction
• Work towards constantly improving the efficiency of the sales process, digital or in-person
• Deliver high quality written and verbal communication to customers, which corresponds with the company’s Tone of Voice guidelines
• Comfortably navigate around key systems needed for the successful fulfilment of the DC responsibilities (QT, Salesforce, YesWare, Intercom, Photoshop, Illustrator, etc)
• Comply with all internal policies for delivering a finalised quote, keeping errors, returns and any sub-optimal customer or colleague experience to a minimum

• Sales per month
• Conversion Rates
• Response Times
• NPS

• You are a team player, and understand why this is important
• You are an excellent verbal communicator
• You are target motivated
• You have a strong ability to relate to others
• You know how and when to show empathy with a genuine interest in others
• You can control a conversation while making the other side feel special and catered for
• You have active listening skills
• You have an awareness of body language
• You are presentable and well mannered
• You are not fazed by difficult situations, and can think on your feet
• You are responsible, reliable and have a reassuring presence
• You have previous experience with both jewellery brands and also in a sales environment
• You are a strong multi-tasker who thrives in a fast paced environment
• You have a positive attitude that can adapt and thrive in changing circumstances
• You have an acute attention to detail
• You have a devotion to continuous learning and improvement
• You have a good knowledge about diamonds and gemstones
• You are technology literate
• You have a passion for excellence and beauty

• To become a part-owner of the business offered to every new employee
• Company pension
• 33 days holiday (incl. Bank Holidays) – growing by 1-day per year from your 2nd year anniversary
• Employee cost-price jewellery
• Cycle to work scheme
• Fun monthly socials
• Enhanced maternity policy for qualifying members
• Private health insurance

Please apply by emailing jobs@taylorandhart.com with your cover letter, CV using the subject line “Design Consultant”.

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings, with showrooms in both London and New York. We offer customers around the world the opportunity to create a high-quality engagement and wedding ring or jewellery piece through a seamless process – facilitated by our consultants in our showrooms and via online communication channels. The Diamond & Gemstone Sales Specialist is a brand ambassador, understands the company’s core values and business model and is able to convey those to our customers, leaving them understanding what Taylor & Hart stands for. A positive attitude and enthusiasm are shown through phone calls and written communications. Through highly efficient, responsive and proactive communication with prospective customers, the successful candidate will understand and qualify the needs of the lead. For the business, this means maintaining a high conversion rate of leads that convert into sales by offering quick, friendly, confident and professional responses to enquiries. Taylor & Hart’s Diamond & Gemstone Specialists have a passion for helping others and for excellence. They are proactive in working collaboratively to assist their colleagues and their customers. They are passionate about the customer experience and use their people skills to ensure all customers have the best possible experience leading to positive reviews and referrals.

• Provide customers with the knowledge they need to choose a great diamond/gemstone and ring and enable them to make an informed purchase
• Deliver sales efficiently
• Create quotes for customer at a fast pace
• Ensure live chat, whatsapp and phone calls are monitored, and responses are quick,  friendly, professional and helpful
• Contact and qualify new bookings in advance of their visit to our showroom.
• Advise prospective customers on the brand, products, and shopping experience they can expect from T&H
• Qualify prospective customers and assist in booking them in or passing along details of their enquiry for a consultant to take over the communication and provide them with a quote.
• Add and organise leads within our CRM
• Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads
• Respond to all new customer enquiries as quickly as possible and mostly within one working day
• Assist customers who have already completed a purchase with any aftersales requirements or information or introduce them to customer care ambassadors
• Provide quick, honest advice and confident and clear responses
• Continuously contribute ideas on how T&H’s service, process and systems can be improved
• Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers
• Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Production, Procurement, Fulfilment, Sales, Tech and Marketing.
• Quickly gain the trust of colleagues, by completing tasks at a quick pace and good quality.
• Keep our systems updated accurately
• Record issues and work with other teams to improve customer experience in the future
• Leave customers with the feeling they got the best service they have ever received

• Good knowledge of diamonds, gemstones and jewellery in general
• Previous experience in a customer facing function in the jewellery industry
• A positive attitude that can adapt and thrive in changing circumstances
• Ability to handle high volumes of clients
• Tech savvy
• Target motivated
• Attention to detail
• A responsible and reliable approach to work
• A passion for continuous learning and improvement
• The ability to control a conversation while making the other side feel special and catered for

• An “All-hands-on-deck” attitude when needed
• Previous experience in a customer facing function
• Great written and verbal skills when communicating to clients
• Excellent people skills and compassion
• Calmness under pressure
• A true team player
• A positive way of looking at challenges to ensure all customers leave happy
• Confidence in decision making
• Good command of the English language

• Conversion of new leads to engaged customers
• Sales per month
• NPS
• Response times

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process, delivering an exceptional customer experience (as shown by thousands 5 ⭐customer reviews) With a store in Covent Garden in London and a showroom in New York, we attract customers to our in person consultation experience. We’re now looking for someone with aspirations in developing their sales capabilities in bespoke jewellery by growing their way in the business.

A Taylor & Hart Jewellery Retail Assistant is the face of the company, providing customers with an industry leading consultation experience. They are rapidly building up their knowledge in 3D design, jewellery, diamonds and gemstones, and the company’s processes and policies by assisting the sales team. While the role will have customer interactions in after care, walk-ins, wedding ring consultations (and when ready, engagement ring consultations), the main responsibility of the role is to help the wider sales and retail (includes after care) teams. There is no individual sales target, and the longer-term goal is to be on track to become a full Design Consultant within 12-24 months.

• Warmly invite and welcome customers to Taylor & Hart’s store
• Assist in qualifying walk-in customers
• Work with the wider team with visual merchandising implementation
• Conduct wedding ring (and eventually engagement ring) consultations
• Ensure all products are displayed correctly in line with guidelines
• Successfully process sales in store efficiently and smoothly
• Assist with any aftercare services, from booking in, to handling face-to-face aftercare bookings
• Assist in the opening and closing procedure and frequent shop floor walks during the day
• Follow all store policies and procedures
• Have an understanding around Loss prevention and Health and Safety procedures
• When asked for, provide support to the wider sales team
• Phone customers to confirm their attendance on the day and for the following day (if not already confirmed)
• Inspire excitement with every customer they meet taking them confidently through the Taylor & Hart journey ensuring each customer becomes a brand ambassador
• Inspire customers and ask open questions to make them feel comfortable and understand their needs.
• Educate customers on our products and services, and be able to answer any questions on our brand and policies.
• Collaborate with the wider sales team to ensure every aspect of a product is carefully considered for each customer
• Comfortably navigate around key systems
• Work with precision to ensure all information is complete, accurate and company policies are followed to enable a greater contribution to continued company growth

– Experience in fine jewellery a must
– Ideally with experience in customer-centric roles (retail or in sales)