Job Description
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.