- Location
- Southampton England UK
- Employment
- Full-time
- Seniority
- Entry-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Nov 4, 2026
About Swatch Group
Swatch Group stands as one of the world’s foremost watchmaking groups, uniting Swiss industrial excellence with a portfolio of distinguished maisons spanning accessible design, prestige horology, and high complication craft. As an employer, the Group offers a uniquely integrated environment, from research, manufacturing, and movement development to brand management, retail, and global operations. Rooted in Biel/Bienne and present worldwide, it values technical mastery, creative curiosity, and long-term commitment. Employees contribute to a culture where heritage, innovation, precision, and entrepreneurial energy converge, supporting iconic brands while shaping the future of Swiss watchmaking on an international stage.
Longines is seeking a Customer Care Advisor for its Customer Service Centre in Southampton, the hub for watch servicing and repairs across Swatch Group brands. The role manages customer enquiries and complaints across multiple channels, with a focus on empathetic service and first-contact resolution. Competitive salary package and benefits are offered.
Role & Responsibilities
- Provide high-quality information, advice, and guidance across multiple channels, including phone and email, resolving queries at first contact.
- Proactively contact customers to identify and address potential issues before they escalate, ensuring a seamless, positive experience.
- Handle and follow up on customer complaints and enquiries promptly, professionally, and responsively, with a focus on first-contact resolution.
- Resolve complaints in a customer-focused manner, following Longines service standards and upholding the brand’s reputation and integrity.
- Comply with Service Level Agreements (SLAs) to ensure efficient and effective service delivery.
- Collaborate with colleagues and maintain clear communication to support the flow of information between the team and customers.
- Develop product knowledge and stay informed about Longines’ latest offerings and internal procedures to provide accurate, up-to-date customer assistance.
Qualifications
- Exceptional written and verbal communication skills.
- Ability to build strong customer rapport and provide empathetic, exceptional service.
- A proactive, positive approach, with the ability to anticipate customer needs, make decisions, and resolve issues independently.
- Ability to maintain professionalism and accuracy under pressure while managing multiple tasks.
- Excellent time management and task prioritisation skills.
- Conflict management skills and the ability to handle challenging conversations with tact and diplomacy.
- Strong IT skills and proficiency with Microsoft Office programs.
- Proven experience in customer service and complaint handling.
- Experience with CRM systems and/or SAP is desirable.
- Five GCSEs, including Maths and English, or equivalent.
Skills
Experience
Previous customer service experience; proven experience in customer service and complaint handling.
Education
Five GCSEs, including Maths and English, or equivalent.
Workplace
The role is situated in Southampton, England, UK.
Explore jobs in England or in the UK.
Benefits
Private healthcare; cashback and discount platform with access to hundreds of retailers; staff discounts and sales events; enhanced parental leave; opportunities for professional development and career advancement.
Culture
Swatch Group offers a dynamic, multicultural workplace rooted in Swiss precision, creativity, and a deep passion for watchmaking. As an employer, it brings together craftsmanship, industrial expertise, and brand diversity, giving teams the opportunity to contribute to both iconic heritage maisons and forward-looking innovation.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Swatch Group, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Advisor», «Customer Support Advisor», «Client Care Advisor», «Customer Relations Advisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.