/n About the position: /n As our full-time permanent, Assistant Client Care Manager, you’ll step up to support in our after-sales team. You’ll keep the day-to-day operations humming, step in to handle trickier client escalations, and mentor our team of After-Sales Consultants. If you’re ready to move beyond standard support, own key workflows, and grow your leadership career with a fast-paced, digital-first brand, we’d love to chat.

Working hours are Tuesday - Friday 9am-5pm, and Saturday 8am-4pm, in our Kew Office. /n /n Key responsibilities include: /n /n

- Take ownership of escalated enquiries, resolve complex operational cases, and step up to lead the after-sales team in the Manager's absence.

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- Conduct routine Quality Control (QC) checks on completed jobs, repairs, and appraisals prior to dispatch, collaborating with jewellers and workshop teams to eliminate process friction.

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- Manage daily team rostering, ticket/queue allocation, and workflow distribution across the team to consistently maintain service SLAs.

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- Partner with the Client Care Manager to onboard, train, and mentor team members, delivering peer coaching on communication, QC standards, and portal usage.

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- Oversee pick-ups, drop-offs, product modifications, and complex shipping/customs logistics while ensuring accurate documentation,



including appraisals and tax invoices.

/n /n What we are seeking: /n /n

- Proven background in client service, after-sales, or retail support, with demonstrated experience acting in a senior, step-up, or team lead capacity mentoring peers.

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- High-level organisational and ticket-management capability, with proficiency in CRM systems, email, workflow platforms, and booking portals.

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- Exceptional written and verbal communication skills with a proactive, empathetic approach to resolving escalated client concerns.

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- A flexible, solution-oriented mindset with the drive to role-model standards and champion positive change across the team.

/n /n What we offer: /n /n

- Fast-track your leadership development and expand your horizons as we rapidly scale our footprint.

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- Enjoy a supportive, corporate culture in our beautiful, modern Kew office, with convenient parking options available nearby.

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- Very generous staff discounts on our fine jewellery, plus a 20% discount for your friends and family.

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- An extra week of paid leave every year to support a charity close to your heart.

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- Sponsorship of a child in need via Baptist World Aid for every full time team member who joins our family.

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📌 Assistant Client Care Manager (Melbourne)
🏢 Cullen Jewellery
📍 Melbourne