Job Introduction
Jewellery Quarter Bullion - Customer Care Specialist
Location: Birmingham, Office-based
Contract: Permanent, Full Time (37.5 hours per week)
Salary: £26,000 to £30,000 dependent on experience + bonus
Package & Benefits
- Bonus: Up to 30%
- Holiday: 25 days holiday plus 8 bank holidays (with option to buy up to 5 additional days)
- Contract: Permanent, full-time role (37.5 hours per week)
- Onsite Gym
- Health and wellbeing programme
- Employee and store discount
Office-based at our Birmingham Head Office. Visa sponsorship is not available.
About Jewellery Quarter Bullion
We’re passionate about gold and silver investment, making it simple for customers across the UK and Europe to buy, sell, and store bullion securely. With over £350m annual turnover, our brands, including BullionByPost.co.uk and Gold.co.uk, are trusted by thousands of investors.
Our customer-facing teams play a vital role in delivering a reliable, accurate, and high-quality experience, ensuring customers feel supported at every stage of their journey.
Role Overview
We’re looking for a Customer Care Specialist to join our Customer Services team.
This role is focused on providing high-quality customer support across phone and email, handling enquiries, processing orders, and resolving issues with care and accuracy. You’ll take ownership of customer queries from first contact through to resolution, working closely with internal teams to ensure a smooth and consistent customer experience.
This is a fully office-based role, well suited to someone who enjoys helping customers, problem-solving, and working collaboratively in a structured, service-led environment.
Key Responsibilities
- Respond to customer enquiries via phone and email, providing accurate, professional, and timely support
- Deliver a consistently high standard of customer care and service
- Provide clear information on products, pricing, availability, and order status
- Process customer orders and payments accurately and efficiently
- Complete customer checks and transaction-related administration in line with internal processes
- Take ownership of customer queries through to resolution, liaising with Operations, Compliance, Logistics, Finance, and Technology teams as required
- Keep customers informed where queries require investigation or escalation
- Handle after-sales queries and resolve issues promptly and professionally
- Maintain accurate records and update internal systems
- Work collaboratively with colleagues across Customer Services and the wider business
Skills & Experience
- Excellent communication skills with a professional and confident phone and email manner
- Strong customer care and service mindset, with a calm and solution-focused approach
- Ability to learn and retain detailed product information
- Good organisational skills and strong attention to detail
- Comfortable working in a fast-paced, structured environment
- Positive, reliable, and team-focused attitude
- Previous experience in customer service or customer care is beneficial but not essential
Why You’ll Love It Here
- A service-led role with clear processes and support
- Full training to build product and system knowledge
- Opportunity to work in a well-established, growing business
- Supportive team environment with clear expectations
- Office-based role offering structure, stability, and development opportunities
- A culture rooted in Integrity, Agility, Ambition, Clarity, and Efficiency
About You
You’ll thrive in this role if you:
- Enjoy helping customers and resolving queries
- Take pride in accuracy and quality of work
- Are organised, dependable, and detail-focused
- Communicate clearly and professionally
- Want to develop your skills in a customer care role
Ready to Apply?
If this sounds like a good fit, we’d love to hear from you. Applications are reviewed on an ongoing basis, and shortlisted candidates will be contacted to discuss next steps.
At JQB, we champion diversity and promote equal opportunities. We welcome applications from all backgrounds.