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Head of Sales and Customer Service

Job Introduction

Jewellery Quarter Bullion is seeking an experienced, energising, and performance-focused Head of Customer Service. We are looking for someone who can inspire individual team members, as well as the high-performing Customer Service team as a whole. 

You will drive performance daily through the delivery of ongoing training and mentorship. With a strong appreciation and understanding of excellent sales and service, you’ll manage to balance the strategic needs of the business with the day-to-day pressures of maintaining a fast-paced environment. 

You will report directly to the business Directors and collaborate closely with members of the senior management team. 

 

Role Responsibility

  • Lead by example, serving as a role model for exceptional sales and customer service, and demonstrating what 'great' looks and sounds like when interacting with customers.  

  • Lead, manage and oversee the development and growth of a team of 3 Customer Service Managers and 12 UK and internationally focused Customer Service Advisors. 

  • Run a KPI-driven environment where the emphasis is on human engagement, listening and positively responding to customer needs, building long term relationships, and helping customers to buy with confidence. 

  • Inspire the ‘right’ team and individual behaviours, that drive high performance, delivers growth, and retains staff. 

  • Manage staff resources across a spectrum of customer service tasks include answering the phones, manning the counter, customer compliance checks, responding to reviews and language specific content for international websites. 

  • Work effectively with your managers to ensure all staff are measured consistently in terms of performance benchmarking and identify how you can continuously improve the team and department through individual coaching and group training. 

The Ideal Candidate

  • Experienced measuring performance through data. 

  • Strong commercial acumen. 

  • Experience with delivering high-value propositions in either a B2B or B2C environment. 

  • Ability to motivate and influence employees at all levels. 

  • Excellent communicator. 

  • Experience leading multilingual customer services teams is a plus. 

Package Description

  • Base salary between £50k and £60k depending on experience. 

  • Bonus of up 30% of base, paid twice yearly, depending on Company performance.  

  • 25 days holiday (with the option to buy more). 

  • 8% Pension employer contribution scheme. 

  • An opt-in social atmosphere with regular events. 

  • 1 x Free eye test and flu jab per year. 

  • Time off on your birthday. 

  • Employee Benefits platform including free, 24/7 access to private GP and Therapist for you and your family, retail discounts and more! 

  • Staff discounts on precious metals. 

  • Cycle to work scheme (worth up to 5% of basic salary). 

  • 1 fully paid, volunteer day per year. 

  • Enhanced Maternity and Paternity pay. 

Please note: this is an office based role from our Birmingham head office. This role does not qualify for visa sponsorship, all applicants must have the right to work in the UK.

About the Company

Joining Jewellery Quarter Bullion Ltd, you will become part of an exciting, entrepreneurial business which over the last 12 years has grown BullionByPost.co.uk to become the UK’s no.1 online gold and silver bullion dealer, turning over more than £350m a year. Our portfolio also includes Gold.co.uk and over seven fully translated, localised bullion websites across the EU and the United States, marking our rapidly expanding international footprint.

As the UK’s number one online bullion dealer, BullionByPost.co.uk provides customers with the opportunity to buy and sell precious metals with ease and confidence. Our commitment to transparent pricing, customer education, and exceptional service sets us apart in the industry. We are looking for a strategic and experienced Head Sales and Customer Service to continue our growth and to enhance our online presence in the competitive marketplace.

We Value:

  • INTEGRITY - We’re committed to earning trust, doing what is right, acting like owners, and holding ourselves to the highest standards.
  • AGILITY - With a focus on speed and adaptability, we value progress over perfection and are continuously learning and improving.
  • AMBITION - We push boundaries, make bold bets, and strive to be the best in every aspect.
  • CLARITY - Through straightforward communication and well-understood goals, we encourage ideas and value honesty.
  • EFFICIENCY - Resourcefulness and frugality are our cornerstones. We aim to extract maximum value with minimum input.
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