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Head of Sales and Customer Service

2 months ago

Birmingham, Birmingham, United Kingdom Bullion By Post Full time
About the Role

We are seeking an experienced and performance-focused Head of Sales and Customer Service to join our team at Jewellery Quarter Bullion Ltd. As the UK's number one online bullion dealer, we are committed to providing exceptional service and transparent pricing to our customers.

Key Responsibilities
  • 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.
  • Possess an interest and some comprehension of how macroeconomic trends and political events can impact financial markets and the price of assets.
  • 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.
About Us

Jewellery Quarter Bullion Ltd is an exciting, entrepreneurial business which over the last 12 years has grown to become the UK's number one online gold and silver bullion dealer, turning over more than £350m a year. Our portfolio also includes over seven fully translated, localised bullion websites across the EU and the United States, marking our rapidly expanding international footprint.

We are committed to transparent pricing, customer education, and exceptional service, setting 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.

Our Values
  • 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.