Watch Technician / Front of House Administrator

Overview

We seek a dependable, detail-conscious, and customer-centric individual to join Alexander James Watch Services Ltd in Birmingham as a Watch Technician / Front of House Administrator. This combined role merges technical watch service duties with front desk and administrative tasks to deliver excellent customer experience from shop entry to watch return. With provided training and business growth, the position aims to evolve into a full watchmaker role.

Key Responsibilities

• Support watchmaker by removing and reassembling watch cases for servicing and polishing.
• Clean watches that don't require polishing after de-casing.
• Reassemble cleaned or polished watches, replace necessary seals, and perform pressure testing before and after servicing.
• Complete smaller technical jobs such as fitting straps, batteries, bracelets, resealing, and related tasks.
• Conduct rigorous quality control on finished work, confirming workmanship quality and operational functions.
• Verify watch details (model/serial number, dial, bracelet) against CRM records and photographs.
• Manage bookings and customer records accurately using the CRM system.
• Attend to customer inquiries in-person, via phone, email, and messaging platforms with professionalism and knowledge.
• Maintain shop presentation including displays, video screens, cleanliness, and organization.
• Inform customers clearly about repair progress, costs, timelines, and completed services.
• Follow up on estimates and handle invoicing and overdue payments through the CRM.
• Prepare and pack watches safely for customer return shipments.
• Ensure the kitchen is stocked with refreshments, emphasizing tea, coffee, and biscuits.

Candidate Requirements

• At least 2-3 years’ experience working as a Watch Technician.
• Previous customer service experience in face-to-face roles.
• Exceptional attention to detail and accuracy in workmanship.
• Strong communication and customer service skills.
• Ability to manage multiple duties efficiently in a busy environment.
• Enthusiasm for learning technical watch processes and supporting workshop activities.
• Positive, proactive mentality along with a professional appearance.

Benefits and Working Conditions

• Full-time 40-hour workweek.
• Competitive salary starting at £27,000, commensurate with experience.
• Comprehensive training covering both customer service and technical tasks.
• Supportive team environment with skilled colleagues.
• Opportunities for skill development in watchmaking and specialized areas.
• Prospects for career advancement within the company.

Future Growth and Training

We will offer training in watch polishing to interested team members, providing chances for higher pay as polishing demand grows. Increased involvement in smaller technical jobs is anticipated as the business earns further accreditations, presenting role development opportunities. Over about two years, as the front-of-house tasks are delegated to a dedicated team, this role aims to transition into a focused Watchmaker position concentrating on mechanical watch servicing.