Customer Service Manager

Overview

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

• 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.

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 , , 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.

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.

• 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

• 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

• A senior leadership role with visible impact on customer experience
• Opportunity to shape and develop a growing contact centre function
• 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

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

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.

Final date to receive applications: 28th February 2026

At JQB, we champion diversity and promote equal opportunities. We welcome applications from all backgrounds - you’re welcome here.