A little about us

We're looking for a confident, friendly, organised person who has initiative and empathy to support our lovely Customer Experience team. Posh Totty Designs is an established British jewellery brand with a real passion for creating high-quality but affordable personalised jewellery for our loyal customers. We are a close creative team who believe in slow not fast fashion; designs that can be worn every day and then treasured forever.

We are committed to creating sustainable jewellery; from utilising recycled precious materials to providing a care and re-wear service that enables customers to love their favourite PTD piece for longer. Established in 2004, we are one of the largest female-owned workshops in Sussex, with beautiful shops in both Brighton and London, along with our online brand store and collaborations with e-commerce shopping platforms.

We are proud to have the customer at the heart of everything we do, from the moment they visit our site or walk into our shop, to the moment they open their personalised order.

What you'll be doing

• Responding to customer enquiries across our ticketing platform Gorgias and various online selling platforms such as Etsy and Not on the High Street.
• Managing customer enquiries, ensuring tickets are organised, prioritised and followed up appropriately.
• Updating and liaising with the team in person and via Slack.
• Working closely with our jewellery workshop and production team to ensure orders are processed smoothly.
• Managing incoming post and ensuring parcels are handled sensitively and efficiently.
• Processing customer orders across multiple E-commerce platforms.
• Upholding our excellent customer service reputation, including maintaining our Platinum Trusted Service status and Etsy Star Seller.

What we're looking for

• Previous experience working with a ticketing helpdesk is essential.
• Experience using Gorgias is highly desirable.
• Someone who genuinely cares about customers and wants to provide the best experience possible.
• Experience dealing with customers via email and phone.
• Great problem-solving skills, empathy and a calm, can-do attitude.
• Good computer skills and confidence navigating online platforms.
• An eye for detail and the ability to juggle multiple tasks in a fast-paced environment.
• A true team player who enjoys working collaboratively but can also take initiative.
• Experience with platforms like Shopify, Etsy and Not On The High Street is particularly advantageous.

Working Hours

The role will initially start part-time , and increase to full-time closer to peak Christmas season .

Flexibility around working hours is required, with hours ranging from 24–40 hours per week depending on business needs.

Benefits

• Company events
• Employee discount
• Paid 30-minute lunch every day
• Free snacks in the kitchen
• Casual dress
• A super friendly team

To apply

Experience with a ticketing helpdesk is essential.

Please send your CV with a cover letter to [email protected] and cc in [email protected].