Job Title:
Sales and Customer Service Director
We are seeking a skilled Sales and Customer Service Director to lead our team and drive revenue growth. The successful candidate will have excellent leadership skills, be able to motivate and develop the team to achieve exceptional service delivery and drive business results.
The key responsibilities of this role include:
• Lead the Sales and Customer Service team to deliver exceptional customer service and drive revenue growth.
• Monitor call statistics and ensure that customer queries are resolved efficiently.
• Conduct regular 1-2-1s with team members to provide feedback and support their 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.
• Collaborate with Compliance to safeguard against fraud and uphold company policies.
• Communicate brand messages and updates to customers.
• Address team performance, conduct, and grievance matters with HR support as needed.
• Present customer service performance updates to senior management.
Requirements:
• 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 precious metals 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.
About Us:
We are a leading online precious metals retailer, specialising in gold and silver investment products. We value integrity, agility, ambition, clarity, and efficiency in everything we do. We are committed to earning trust, doing what is right, acting like owners, and holding ourselves to the highest standards.