Customer Services & Fulfilment Manager – Jewellery Mail Order Business

£25K-£28K Subject to Experience + Generous Performance Bonus

Birmingham Jewellery Quarter

Full time permanent 100% office based

Monday to Thursday 9am to 5pm, Friday – 9-4.30

The Business

My client is a five generation of Fine Gems & Jewellery family business, with an annual turnover

approaching £5 million. They have been creating and manufacturing fine jewellery since 1870. 60%

of their business is generated through their busy, but friendly call centre.

The Role

The primary function is to be the customers champion within the business. You will achieve this by

managing the in-house customer services and fulfilment team of 8, ensuring the targets are met,

timely fulfilment of customer orders and management of inbound and outbound calls to ensure the

customer service we offer is excellent.

Does this sound like you?

  • Able to inspire and create a positive and happy working atmosphere in an occasionally pressured environment
  • A great people manager
  • The ideal candidate will probably have call centre supervisor or team leader
  • Calm, with an ability to cope with busy peaks and proactively utilised the quieter times.
  • Analytical, numerate and IT literate
  • Experience in a B2C mail order/retail environment would be ideal or perhaps in a logistics or
  • fulfilment role.
  • At least 3+ years people management experience.
  • A “can do” and roll your sleeve up and pitch in attitude is essential.
  • Strong stakeholder management skills
  • The ability to build a strong working rapport at every level of an organisation.
  • Experience with staff reviews and performance evaluations essential.
  • Excellent attention to detail and accuracy.
  • Great communications skills key, sense of humour welcome!

Please note, this is very much a hands-on role working with a small team. It is likely that the ideal candidates will come from a similar sized organisation, who are happy, and importantly used to, getting their hands dirty

More about the Customer

  • Five Generation of Fine Gems & Jewellery
  • A Family business steeped in the creation and manufacture of fine jewellery since 1870,
  • The current CEO is the 5th generation of his family to run the business.
  • There are 6 shops and the mail order arm. 40% of the turn-over is the shops sales and 60% the mail order.
  • The mail order side is run out of the HQ in the Birmingham Jewellery quarter.
  • Their specific USP is coloured gemstones. Each stone is hand-picked for colour, clarity, carat and for the cut which has best rewarded the qualities of each individual stone.
  •  All their diamonds are ethically sourced; conflict free and they conform to the initiative, The Kimberley Process Certification Scheme.
  • 60% of all our products are designed and commissioned by us and are therefore exclusive and not available anywhere else.