Today, we’re sitting down for a chat with Charlotte KB, our Hand on Heart sales advisor.
Charlotte is our sales advisor and has been with us for just under a year. Charlotte previously worked in sales, based in and around London. Her day-to-day role focuses on assisting our customers with any questions and offering advice about our pieces before they place an order. This is through email, our social media platforms or our live chat.
As the first step in our customer journey, Charlotte provides a ‘friendly face’ to our customers and is an expert at handling memorial jewellery enquiries. She also replies to our fantastic customer reviews. Together with her typical daily activities, Charlotte also offers support to the customer service team when necessary, helping with tasks such as processing post, sending print kits, and processing returned prints.
Charlotte, what’s your favourite part of your role at Hand on Heart?
My favourite part of my role here is speaking to our customers. Each piece we make comes with its own important story, and it’s lovely to talk about the meaning behind each one.
Do you have a favourite task as part of your job?
Helping customers place their orders; it’s so rewarding when you see these come through.
Has any customer feedback or reviews of Hand on Heart really stuck out as being memorable for you?
We get so many great reviews from our customers on a daily basis, so it’s hard to choose. A lovely moment for me was when I was able to help reassure a customer about their pets’ pawprints and answer a few of their questions about our designs, something I didn’t think much of. They came onto live chat and let me know they really appreciated the kindness I’d shown and the efficiency of how I helped them, which meant so much to them. I didn’t know at the time, but they’d just lost their pet, and by assisting them in choosing their pieces, I’d made their journey a little easier.
What do you enjoy doing when you’re not working?
When I’m not working, I love to travel and explore the different areas around the Lake District. Since moving up from London, there is so much for me to explore!
What’s your favourite thing about living and working in the Lake District?
My favourite part of living in the Lake District is the views. You just don’t get these anywhere else. They are all so beautiful no matter what the weather’s like. There is also such a calm atmosphere around the area, which is so refreshing.
Do you have a favourite Hand on Heart piece of jewellery? If so, what is it and why?
One of my favourite pieces from our collection is our Handwriting Heart Necklace.
If you had to sum up your job at Hand on Heart in three words, what would you say?
Meaningful, Supportive and Fun.
What’s an interesting or unexpected fact about you that people might not know?
I can read morse code.
Thanks for chatting with us, Charlotte! It’s so interesting to hear about the different day-to-day activities our hard-working team get up to. We pride ourselves on our excellent customer service that’s frequently reflected in our customer reviews. Charlotte is a vital part of that service, and we’re so pleased she’s part of our Hand on Heart team. It’s also so lovely to hear about her passion for the Lake District.