Sales Performance Leader

Job Title: Sales and Customer Service ManagerAbout UsBullionByPost is the UK's leading online precious metals retailer, specialising in gold and silver investment products. Renowned for outstanding customer service, our mission is to make bullion investment accessible to everyone.Role Overview:We're looking for an experienced and motivated Sales and Customer Service Manager to lead our Sales & Customer Service team, drive revenue, and enhance customer satisfaction.Key Responsibilities:Lead the Sales & Customer Service team, ensuring calls and emails are answered promptly and customer queries are resolved efficiently.Monitor call statistics and ensure exceptional service delivery.Conduct regular 1-2-1s and provide real-time feedback to support team 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 such as Trustpilot.Collaborate with Compliance to safeguard against fraud and uphold company policies.Communicate brand messages, including updates on products and services, to customers.Address team performance, conduct, and grievance matters with HR support as needed.Present customer service performance updates to senior management.What We're Looking For: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 bullion industry and awareness of market trends is highly desirable.Benefits: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 UsBullionByPost.co.uk is the UK's no.1 online gold and silver bullion dealer. With a turnover of £300m annually, we have established a significant presence across Europe and the United States with our comprehensive portfolio of brands as part of our rapidly expanding international footprint.We provide customers with the opportunity to buy and sell precious metals with ease and confidence. Our commitment to transparent pricing, customer education, and exceptional service sets us apart in the industry.

Created: 2025-06-30