Head of Sales and Customer Service Birmingham, England
Job description
Head of Sales and Customer Service
Jewellery Quarter Bullion is looking for an experienced, energising, data-driven and performance focused Head Sales and Customer Service. Someone who strives to make an impact and lead positive change and bring new ideas to strengthen our UK brands and drive international growth.
You will work with complex and detailed information to lead and motivate your team on a daily basis, whilst retaining focus on the bigger picture and the performance indicators that underpin customer retention and long-term profitability.
You will report directly to the Managing Directors and will work closely with members of the senior management team.
Joining Jewellery Quarter Bullion you will become part of a successful, entrepreneurial and exciting business which over the last 12 years has grown BullionByPost.co.uk to become the UK’s no.1 online gold and silver bullion dealer, turning over in excess of £320m a year. We also operate Gold.co.uk and have recently created a rapidly growing presence of fully translated and localised bullion websites across the EU and the United States.
Please note: this is an office based role from our Birmingham head office. We do not sponsor visas.
Benefits
- Base salary between £60k and £70k depending on experience.
- Bonus of up 30% of base, paid twice yearly, depending on Company performance. Average yearly bonus payments to all employees over the last 3 years has been 27.5%!
- 25 days holiday (with the option to buy more).
- 8% Pension employer contribution scheme.
- An opt-in social atmosphere with regular events.
- 1 x Free eye test and flu jab per year.
- Time off on your birthday.
- Employee Benefits platform including free, 24/7 access to private GP and Therapist for you and your family, retail discounts and more!
- Staff discounts on precious metals.
- Cycle to work scheme (worth up to 5% of basic salary).
- 1 fully paid, volunteer day per year.
- Enhanced Maternity and Paternity pay.
As Head of Customer Service and Sales you will:
- Lead, manage and oversee the development and growth of a team of 3 Managers and 20 UK and internationally focused Customer Service Agents.
- Formulate and deliver an integrated Sales and Customer Service strategy using available data, observations, and your own experience.
- Set up and run a KPI-driven environment where the emphasis is on human engagement, listening and positively responding to customer needs, building long term relationships, and helping customers to buy with confidence.
- Introduce a rewards structure that inspires the ‘right’ team and individual behaviours, motivates high performance, delivers growth, and retains staff.
- Manage staff resources across a spectrum of customer service tasks include answering the phones, manning the counter, customer compliance checks, responding to reviews and language specific content for international websites.
- Work effectively with your managers to ensure all staff are measured consistently in terms of performance benchmarking and identify how you can continuously improve the team and department through individual coaching and group training.
- Lead by example and act as a role model for the delivery of exceptional customer service.
About you:
- Experience successfully planning and delivering a Customer Service and Sales strategy.
- Experienced measuring performance through data.
- Strong commercial acumen.
- Ability to motivate and influence employees at all levels.
- Excellent communicator.
- Experience leading multilingual customer services teams is a plus.
Job Types: Full-time, Permanent
Salary: £60,000.00-£70,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Birmingham, B5 4UA: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Business development: 7 years (preferred)
- Sales Strategy & Development Managers: 7 years (preferred)
- Sales: 7 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: One location
