Customer Service Executive

Customer Service Executive

Location: Sutton Coldfield
Salary: £30,000.00 - £34,000.00 per annum
Hours: Monday – Friday, 8:30am – 5:00pm
Contract: Fixed Term, Full-Time
Working Arrangement: Office Based

About Atkinsons Bullion & Coins

Atkinsons Bullion & Coins is a family-run business specialising in the buying and selling of precious metals, bullion and coins. As we continue to grow, we are looking for a Customer Service Executive to join our team and provide a high standard of service to our customers throughout their journey with the Company.

This is a varied, customer-focused role suited to someone who enjoys building positive relationships, solving problems and working collaboratively with colleagues across different areas of the business.

The successful candidate will become an important point of contact for our customers, supporting them from their initial enquiry through to order completion, delivery and after-sales service.

The Role

As a Customer Service Executive, you will be responsible for providing professional and helpful support to customers across a range of communication channels.

You will work closely with Sales, Operations, Compliance, Dispatch and other departments to ensure customers receive accurate information and that orders and buyback transactions progress efficiently from start to finish.

Your responsibilities will include:

- Liaising with customers across telephone, email and other communication platforms.

- Responding to customer enquiries and providing accurate and timely information.

- Assisting customers with placing orders where they require additional support.

- Taking customer deposits and reassuring customers regarding relevant compliance requirements.

- Guiding customers through the full ordering process, from their initial contact through to post-delivery service.

- Dealing with enquiries relating to stock, products and availability.

- Liaising with colleagues across the business to obtain the latest information required to fulfil customer enquiries.

- Supporting the sales order and buyback processes to ensure an efficient end-to-end customer journey.

- Requesting and reviewing customer compliance documentation in accordance with Company requirements.

- Raising investigations with Royal Mail and other delivery providers where issues arise.

- Keeping customers updated throughout delivery investigations and ensuring appropriate follow-up.

- Liaising with couriers to arrange collections for buyback transactions.

- Arranging appointments for clients to visit the showroom.

- Building and maintaining a strong knowledge of the Company's products, services and processes.

- Keeping up to date with relevant industry and competitor activity.

- Working collaboratively with other departments to resolve customer queries and support the wider customer journey.

- Undertaking other reasonable and ad hoc duties as required to support the Customer Service team and wider business.

About You

We are looking for a customer-focused individual who takes pride in providing a professional and helpful service.

You will ideally have:

• Previous experience in a customer service, sales support, retail, account management or similar role.
• Excellent verbal and written communication skills.
• Experience dealing directly with customers by telephone, email and other communication channels.
• Strong organisational skills and excellent attention to detail.
• The ability to manage multiple customer enquiries and priorities effectively.
• Good IT skills and confidence learning new systems and processes.
• The ability to understand and follow processes accurately, particularly where compliance requirements are involved.
• A professional and reassuring approach when dealing with customers.
• The ability to work effectively with colleagues across different departments.
• A proactive approach to resolving customer queries and following issues through to completion.

Experience within financial services, e-commerce, precious metals, bullion, numismatics or another regulated environment would be advantageous but is not essential.

The Person

We are looking for someone who is:

• Customer-focused and committed to providing an excellent service.
• Friendly, approachable and professional.
• A confident communicator who can build positive relationships with customers.
• Organised and able to manage competing priorities.
• Highly attentive to detail and comfortable working accurately.
• A practical problem-solver who takes ownership of issues.
• Reliable, proactive and willing to support colleagues when required.
• Comfortable working as part of a team and communicating with different departments.
• Able to remain calm and professional when dealing with challenging or time-sensitive customer queries.
• Keen to learn and develop their knowledge of our products, processes and industry.

Why Join Us?

This is an opportunity to join a growing, established family business and become part of a friendly and collaborative team.

You will gain experience across different areas of the business and develop a detailed understanding of the precious metals and numismatics industry, while playing an important role in delivering a positive customer experience.

We offer a supportive working environment, full training and the opportunity to develop your skills within a specialist and growing business.

The Contract

This position is offered on a fixed-term basis to provide temporary cover for an existing Customer Service Executive who will be undertaking a temporary secondment within the business.

The initial appointment will be for a fixed-term period. There may be an opportunity for the contract to be extended or for the position to become permanent, depending on business requirements and circumstances at the time. However, any extension or permanent position is not guaranteed.

Interested?

If you are an experienced customer service professional who enjoys helping customers, solving problems and working as part of a team, we would be interested in hearing from you.

Benefits:

• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking