Customer Care Advisor (12-month fixed-term, Rado)

Overview

Swatch Group is the world’s leading finished-watch manufacturer, housing a diverse portfolio of brands spanning luxury and accessible segments including Omega, Longines, Tissot and Swatch. As a global employer, the Group combines Swiss watchmaking craftsmanship with advanced technical R&D and a broad retail and service network, offering roles across manufacturing, retail, after‑sales service and corporate functions.

Role & Responsibilities

• Handle inbound customer enquiries by phone and email for the Rado brand, delivering timely, accurate and brand‑consistent responses.
• Diagnose service and repair issues, register cases and arrange logistics with internal repair centres and external workshops.
• Manage complaints and escalations, applying de‑escalation techniques and escalating to senior teams when necessary.
• Maintain and update customer records and case notes in the CRM/case management system to ensure traceability and SLA compliance.
• Coordinate with multi‑disciplinary teams (repairs, warranty, logistics, retail) to progress cases to resolution.
• Provide clear guidance to customers on service timescales, warranty terms and after‑sales procedures.
• Work to performance KPIs (response times, case resolution, customer satisfaction) and contribute to continuous improvement initiatives.
• Deliver product‑specific knowledge for Rado and uphold Swatch Group brand standards in every customer interaction.

Qualifications

• Excellent verbal and written communication skills with professional telephone manner.
• Customer‑centric mindset with strong problem solving and complaint‑handling ability.
• Right to work in the UK and ability to commute to the Southampton Customer Service Centre.
• Organised, detail oriented and able to manage multiple cases simultaneously.
• Flexibility to work rotaed hours/shifts as required for the contact centre.

Skills

Experience

Previous experience in a customer service or call centre environment is preferred. Experience in luxury retail, after‑sales services or the watch industry is advantageous but not essential; transferable customer‑care skills will be considered.

Education

Secondary education (GCSEs or equivalent). Further vocational or customer service qualifications are advantageous but not required.

Culture

Swatch Group blends Swiss watchmaking tradition with innovation and technical excellence, fostering a culture of precision, craftsmanship and continuous improvement. The Customer Service Centre environment emphasises teamwork, product knowledge and a relentless focus on delivering an elevated after‑sales experience for prestigious brands such as Rado.