Please Note: The application deadline for this job has now passed.
Job Introduction
About Us
BullionByPost is the UK’s leading online precious metals retailer, specialising in gold and silver investment products. Renowned for outstanding customer service, our mission is to make bullion investment accessible to everyone. As we grow, we’re looking for an experienced and motivated UK Sales Manager to lead our Sales & Customer Service team, drive revenue, and enhance customer satisfaction.
About the Role
We’re seeking a hands-on and driven individual to manage the day-to-day operations of our Sales and Customer Service team. Reporting to the Director of Sales & AI, you will ensure that customers receive exceptional service and that team performance aligns with our high standards. This role involves leading a team that primarily handles busy phone lines, managing a high volume of calls, and ensuring that customer queries are resolved efficiently. It’s a pivotal role, combining leadership, operational management, and direct customer engagement. While prior knowledge of the bullion industry isn’t essential; a keen interest in investing, economics, and the gold market is crucial.
We’re seeking a hands-on and driven individual to manage the day-to-day operations of our Sales and Customer Service team. Reporting to the Director of Sales & AI, you will ensure that customers receive exceptional service and that team performance aligns with our high standards. This role involves leading a team that primarily handles busy phone lines, managing a high volume of calls, and ensuring that customer queries are resolved efficiently. It’s a pivotal role, combining leadership, operational management, and direct customer engagement. While prior knowledge of the bullion industry isn’t essential; a keen interest in investing, economics, and the gold market is crucial.
Some Saturday working is required, agreed in advance by rota.
Key Responsibilities
- Lead the Sales & Customer Service team, ensuring calls and emails are answered promptly and customer queries are resolved efficiently.
- Monitor call statistics and ensure exceptional service delivery.
- Conduct regular 1-2-1s and provide real-time feedback to support team development.
- Engage with customers to stay attuned to their needs and expectations.
- Identify and implement process improvements to enhance customer experience.
- Manage refunds, goodwill gestures, and monitor review platforms such as Trustpilot.
- Collaborate with Compliance to safeguard against fraud and uphold company policies.
- Communicate brand messages, including updates on products and services, to customers.
- Address team performance, conduct, and grievance matters with HR support as needed.
- Present customer service performance updates to senior management.
What We’re Looking For
- Proven experience in a sales or customer service management role.
- Exceptional leadership and communication skills.
- Analytical mindset with the ability to assess team performance and implement improvements.
- Passion for delivering excellent customer service and developing high-performing teams.
- Interest in the bullion industry and awareness of market trends is highly desirable.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work in a fast-paced and growing business.
- Collaborative and supportive team environment.
- Training and development opportunities to further your career.
If you’re ready to take on a challenging and rewarding role with the UK’s leading bullion retailer, apply today!
About the Company
Joining Jewellery Quarter Bullion Ltd, you will become part of an exciting, entrepreneurial business which over the last 15 years has grown our flagship brand, BullionByPost.co.uk, to become the UK’s no.1 online gold and silver bullion dealer. With a turnover of £300m annually, we have established a significant presence across Europe and the United States with our comprehensive portfolio of brands as part of our rapidly expanding international footprint.
We provide 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 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.