Repair and Service Support Specialist

At Michael Hill, we understand that exceptional repair and service support is a key part of delivering an outstanding customer experience. As a Repair and Service Support Specialist, you will enjoy a role that blends operational excellence with the chance to drive innovation and efficiency across our product service processes. This role provides exposure to a diverse range of stakeholders, offering a dynamic work environment where no two days are the same.
It is perfect for someone with a passion for delivering exceptional service, solving complex problems, and supporting a team-oriented culture. If you’re looking for a challenging yet rewarding opportunity where you can grow, influence, and truly make a difference, this position is for you

**What You’ll Be Doing**:

- **Streamline Repair and Service Operations**:Take ownership of handling the global repair inbox and responding to store enquiries promptly and efficiently, ensuring clear and timely communication with stakeholders.
- **Refine Processes and Best Practices**:Develop, uphold, and improve documentation and process guides that support store operations and repair workflows, enabling clarity and consistency across the business.
- **Deliver Actionable Insights**:Analyse retail trends and store communications to identify opportunities for improvement. Your ability to translate data into practical solutions will help drive efficiencies and enhance service delivery.
- **Collaborate Across Teams**:Work closely with multiple stakeholders, including store managers, repair partners, and internal teams such as Finance, Insurance, and Retail Repairs, to ensure seamless service and operational alignment.
- **Solve Complex Challenges**:Use your problem-solving skills to troubleshoot issues, support retail teams, and maintain professional relationships with external partners.

**What You’ll Bring to the Team**:

- Outstanding communication skills with the ability to liaise effectively across teams and with external partners.
- Exceptional attention to detail and the drive to follow processes through to completion.
- A talent for multi-tasking, along with a passion for problem-solving and troubleshooting.
- A positive, can-do attitude, adaptability, and resilience in a fast-paced environment.
- A proven ability to build strong team relationships and maintain professional connections with external stakeholders.
- Background of Retail or Jewellery Experience is advantageous but not mandatory.

**More about this Opportunity**:
Reporting to the Group Product Service Manager you’ll play a crucial role in streamlining repair workflows and fostering strong relationships with retail stores and repair partners. This position offers an exciting opportunity to:
**Make a Real Impact**: Your proactive approach will improve repair processes, enhance service standards, and boost efficiency.
- **Grow Your Career**: Collaborate with cross-functional teams, from Retail, Finance and Insurance and Merchandising, and gain invaluable exposure to different aspects of the business.
- **Shape Best Practices**: Take ownership of processes and documentation, ensuring clarity, consistency, and continuous improvement across the department.
- **Drive Change**: Use your keen analytical skills to identify trends, generate solutions, and contribute to meaningful, company-wide improvements.

This is more than just a job—it’s your chance to grow, make a tangible impact, and be a part of a supportive team environment. Take the leap and express your interest today—your next career move is just around the corner Join the team behind the moments that matter.