Service & Operations Executive (US Hours)

This is an exciting opportunity to join the wholesale division of a well-established and fast-growing physical gold and silver brokerage that has been operating for almost 10 years, with revenues exceeding £100 million. Our wholesale arm is part of a wider group that has built a strong reputation for trust, reliability, and client service. While the core part of our group of businesses serves private investors, our wholesale division focuses on supporting partners, institutions, and distributors worldwide.

We operate in a dynamic yet non-corporate environment, where operational excellence and the bigger picture go hand-in-hand. Our work is built on robust processes, meticulous attention to detail, and seamless client service - all underpinned by our values: the Pursuit of Brilliance, Passionate Curiosity, Thoughtful Respect, Virtuous Choices, and Positive Energy. We are committed to creating an environment where precision, collaboration, and adaptability are rewarded.

Whether coordinating complex logistics, managing compliance across jurisdictions, or ensuring smooth operational delivery for our global client base, our people play a crucial role in keeping our business running efficiently. We invest in our team through ongoing coaching, mentoring, and skills development, providing opportunities to grow within operations or explore other areas of the business.

If you take pride in delivering quality work, enjoy working to high standards, and thrive in a supportive team that values agility and process, you’ll feel right at home here.

The Role

We are seeking a reliable, organised, and detail-oriented Operations and Service Executive to provide essential operational, administrative, and logistical support. This is primarily an end-to-end, execution-focused role, with a strong emphasis on data entry, transaction processing, and operational accuracy. The role is central to ensuring our complex operational processes run efficiently and remain fully compliant with global requirements.

This position will require working hours that cover both the UTC-0 and UTC-8 time zones. Employees will be expected to work a mixture of a 1:00pm–9:30pm shift and a 5:00pm–1:30am shift, as directed by the company. Candidates must be flexible and available to work either shift depending on business needs. With our continued expansion, this role offers scope to develop and take on broader responsibilities as the company evolves.

Role Responsibilities

• Serve as the first point of contact for general client inquiries and issues, ensuring a positive initial impression and ongoing relationship.
• Assist in onboarding new clients, ensuring all documentation and compliance requirements are met.
• Manage partner accounts and provide detailed information about purchases and account status.
• Process transactions, perform data entry, and prepare and manage documentation related to transactions, including purchase orders, invoices, and contracts.
• Maintain CRM and stock management databases to ensure accurate inventory records and organised records of all operational activities.
• Coordinate the receipt, storage, and distribution of precious metals, ensuring timely and secure transportation of products to clients and storage facility.
• Taking, processing and hedging orders through our bespoke Salesforce system.
• Undertake data entry and provide clerical support for operations and projects.
• Assist the wider team as necessary.
• Providing top quality customer care, relationship management, database management, and logistical expertise, between the hours of 13:00 UTC-0 to 01:30 UTC-0.

Requirements

• Proficient with IT and technology, including in Microsoft365 suite products, (Excel, Outlook, Teams, Loop, etc) and Salesforce (or equivalent).
• Experience, or interest in, precious metal markets, and wider financial/investment markets.
• Salesforce expertise highly desirable.
• An organised planner with excellent administration skills, attention to detail, and multitasking abilities.
• A logical thinker with a thorough and diligent approach to prioritising work.
• Process orientated to ensure compliance across multiple jurisdictions.
• Proactively delivers excellent customer service and solutions.
• Resilient and adaptable to working in a growth environment.
• A quick learner who is comfortable working autonomously when required.
• A team player with a willingness to pitch in to help others.
• Ability to work under pressure and flexibility to cope with changing priorities.
• A confident communicator, both verbal and written.
• Good time-management and planning skills.
• Confident to express an opinion and unafraid to challenge.
• Must be residing full-time in the UK and have the Right to Work in the UK.

Package & Hours

• Monday to Friday, shifts between 1pm – 1am (1-hour lunch break).
• Generous pension scheme.
• Fully remote role (option to work from our London office if preferred).
• 33 days annual leave (inclusive of any public holidays).
• An extra day of holiday for your Birthday.
• Company get-togethers and events.
• Discounted gym membership.
• Electric vehicle leasing scheme.
• Cycle to work scheme.
• Generous family leave policies.
• A positive, ambitious, and rewarding culture.

Successful candidates will be required to undergo a thorough onboarding and pre-employment screening process before commencing employment. This includes, but is not limited to, credit checks, criminal records checks, sanctions checks, and other relevant background checks. Any offer of employment is conditional upon the satisfactory completion of these checks.