Customer Service Representative

Customer Service Representative

Salary: £28,000 £32,000
Location: On-site
Hours: Full-time, Monday to Friday
Contract: Permanent

About the Role
Our client, a well-established and fast-growing business within the precious metals sector, is seeking a Customer Service Representative to join their busy and customer-focused team.

Renowned for delivering exceptional customer service and holding consistently high customer review ratings, this organisation operates a market-leading online platform for buying and selling precious metals. This role is integral to supporting customers throughout their journey - from first enquiry through to delivery and ongoing aftercare.

You will be part of the frontline customer service function, providing professional support via telephone and email, ensuring a seamless and reassuring customer experience at every touchpoint.

Key Responsibilities

• Handling customer enquiries via telephone and email
• Placing customer orders on their behalf where assistance is required
• Taking deposits and explaining compliance and verification requirements clearly
• Guiding customers through the full order lifecycle, including post-delivery support
• Responding to stock and product availability enquiries
• Liaising with internal departments to ensure accurate and up-to-date information is provided
• Supporting the sales order process to ensure an efficient end-to-end journey
• Managing delivery issues, including raising investigations with courier services and keeping customers informed
• Maintaining awareness of competitors within the industry
• Undertaking ad hoc duties to support the overall customer experience

Candidate Requirements

• A strong customer service background with a friendly, professional telephone manner
• Highly organised with the ability to work effectively in a fast-paced environment
• Confident taking ownership of customer issues and resolving them to a satisfactory outcome
• Good IT skills, ideally with experience of online ordering or fulfilment systems (full training provided)
• Competent using Microsoft Office, including Excel and Word

The ideal candidate will be personable, calm under pressure, and genuinely enjoy interacting with customers while maintaining accuracy and attention to detail.

Previous experience in a similar role is beneficial, though full training will be provided during a structured three-month onboarding period.

Additional Information

• References will be required
• A clean DBS check is essential

Benefits

• Company pension
• Health & wellbeing programme
• Free on-site parking
• Company events

If interested, apply now or get in contact with Lizzie Round on (phone number removed) or (url removed)