Customer Service Manager
3 days ago
Birmingham
Jewellery Quarter Bullion – Customer Service Manager Location: Birmingham, Office-based Contract: Permanent, Full Time (37.5 hours per week) Salary: £40,000 - £50,000 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), • 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. As the UK’s leading online bullion dealer with over £350m annual turnover, our brands (including BullionByPost.co.uk, Gold.co.uk, and others) are trusted by thousands of investors. Customer experience is central to our success. Our Customer Service team plays a critical role in building trust, resolving issues, and delivering a high-quality, human experience in a fast-paced contact centre environment. Role Overview We’re looking for an experienced Customer Service Manager to lead and develop our contact centre function. Reporting into the Head of Sales & Customer Service, this is a hands-on leadership role with responsibility for performance, people management, and service delivery. You’ll set clear standards, foster a KPI-driven environment, and ensure customers receive a consistently high-quality service across all channels. You’ll manage a team of UK and internationally focused Advisors, working closely with Operations, Compliance, Logistics, and Technology to continuously improve customer outcomes and operational efficiency. Key Responsibilities • Lead, manage, and develop the Customer Service function within a contact centre environment, • Set and maintain high standards for customer service, professionalism, and engagement, • Create and embed a KPI-driven culture focused on service quality, efficiency, and customer satisfaction, • Oversee day-to-day customer service activity across phone, email, and digital channels, • Act as the senior escalation point for complex customer issues and complaints, handling them with empathy and authority, • Use performance data, MI, and insight to identify trends, risks, and improvement opportunities, • Coach, mentor, and performance-manage Customer Service Advisors, • Support recruitment, onboarding, training, and ongoing development across the team, • Work cross-functionally with Compliance, Operations, Logistics, and Technology to resolve root causes and improve customer outcomes, • Contribute to wider customer experience, service improvement, and operational excellence initiatives Skills & Experience • Proven experience managing customer service or contact centre teams, • Strong understanding of contact centre KPIs, performance metrics, and service quality standards, • Experience working in KPI-led, high-volume environments, • Strong commercial awareness and customer-first mindset, • Confidence handling escalations and complex customer issues, • Proven ability to motivate, develop, and retain high-performing teams, • Strong communication skills, both written and verbal, • Experience in ecommerce, retail, financial services, or similar environments, • Experience supporting international customers or multilingual teams is desirable Why You’ll Love It Here • A senior leadership role with visible impact on customer experience, • Opportunity to shape and develop a growing contact centre function, • Fast-paced, performance-driven environment, • Close collaboration with the Head of Sales & Customer Service and senior stakeholders, • Clear ownership, accountability, and influence, • A culture rooted in Integrity, Agility, Ambition, Clarity, and Efficiency About You You’ll thrive in this role if you: • Genuinely enjoy leading people and raising service standards, • Are confident making decisions in fast-moving environments, • Balance customer satisfaction with operational efficiency, • Take ownership and see issues through to resolution, • Are comfortable holding people to account while supporting their development, • Want a role where customer trust genuinely matters Ready to Apply? If this role sounds like a strong fit, we’d love to hear from you. We review applications on an ongoing basis and will be in touch with shortlisted candidates to discuss next steps. Application Deadline: 28th February 2026 At JQB, we champion diversity and promote equal opportunities. We welcome applications from all backgrounds - you’re welcome here.