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- Tasks: Lead and develop a dynamic customer service team in a fast-paced contact centre.
- Company: Join Jewellery Quarter Bullion, the UK's leading online bullion dealer.
- Benefits: Enjoy a competitive salary, bonus potential, 25 days holiday, and an onsite gym.
- Why this job: Make a real impact on customer experience and service quality.
- Qualifications: Proven experience in managing customer service teams and understanding KPIs.
- Other info: Be part of a culture that values integrity, agility, and ambition.
The predicted salary is between 34000 - 46000 £ per year.
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.
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
- 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.
Customer Service Manager in Birmingham employer: BullionByPost
Contact Detail:
BullionByPost Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and join relevant online groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios specific to customer service management. Role-play with a friend or use online resources to get comfortable with your responses and showcase your leadership skills.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight your past successes in managing teams and improving customer satisfaction. Use data and examples to back up your claims.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Jewellery Quarter Bullion.
We think you need these skills to ace Customer Service Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing customer service teams. We want to see how your skills align with our focus on high-quality service and KPI-driven environments.
Showcase Your Leadership Skills: In your application, emphasise your ability to lead and develop teams. Share specific examples of how you've motivated staff and improved service standards in previous roles, as this is key for us at Jewellery Quarter Bullion.
Highlight Relevant Experience: Don’t forget to mention any experience you have in fast-paced contact centre environments or with international customers. This will help us see how you can contribute to our diverse team and customer base.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at BullionByPost
✨Know Your Numbers
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've used data to improve service quality and efficiency in your previous roles. This shows you understand the metrics that matter.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led and developed teams in a contact centre environment. Highlight your approach to coaching and mentoring, as well as how you handle escalations with empathy and authority.
✨Understand the Company Culture
Research Jewellery Quarter Bullion's values and mission. Be prepared to discuss how your personal values align with theirs, especially around integrity, agility, and customer trust. This will demonstrate your genuine interest in the role.
✨Prepare for Scenario Questions
Think about potential scenarios you might face in this role, such as handling a complex customer complaint or improving team performance. Practise articulating your thought process and solutions clearly, as this will showcase your problem-solving skills.
