Job Section

NOW HIRING * NOW HIRING * NOW HIRING * NOW HIRING

We have a number of exciting opportunities available:

• Assessors
• Customer Service Agent
• Administrators

Please see the job descriptions below for detailed information about each role.

Please email a CV STATING WHICH ROLE YOU ARE INTERESTED IN to recruitment@postgoldforcash.com, or post it to PO Box 9000, Bournemouth, BH1 9QB. You can also call us on 01202 641061 for further information.

We look forward to hearing from you, and we discriminate only on the basis of whether you are any good!

 

JOB DESCRIPTION

Job Title:	Assessor
Reporting to:	Supply Director (co founder)
Scope of job role:	Accountable for the accurate weighing and grading of gold, using a commonsense approach with excellent judgement, working in a methodical and systematic way to maximise efficiency.
Salary:	£17,000 - £19,000

Responsibilities

• Accountable for managing the daily delivery of gold from the Securicor van, checking gold selling packages to ensure they have not been tampered with and logging deliveries onto the system
• Reject packages that are tampered with and pass the relevant customer information to the customer service team so they can resolve issues
• Unpack gold selling packages checking inventory details against stock and customer signatures, escalating any discrepancies in line with process guidelines
• Weigh and grade gold in line with guidelines set and up load appropriate valuation information in the system
• Segregate pieces that are deemed to have resale value and move to appropriate bin for sign off by the supervisor
• Dismantle jewellery, discarding stones and place in appropriate bins
• Build and maintain effective working relationships with the accounts and customer service team ensuring that customer information is fully completed and up to date on the system in line with processing guidelines
• Communicate with customers when appropriate to explain evaluation decisions, striving for a positive sales outcome whenever possible

Skills and Knowledge

• Extensive knowledge of working with gold
• Proven track record of weighing and grading gold
• A good understanding of hallmarks
• Previous experience of conducting acid tests safely
• Computer literate
• Good written communication

Qualities

• A commonsense approach
• Excellent judgment
• Able to work methodically and systematically
• Calm under pressure

 

JOB DESCRIPTION

Job Title:	Customer Service Agent
Reporting to:	Contact Centre Manager
Scope of job role:	Work as part of the customer service team dealing with both inbound / outbound calls and email correspondence providing customers with an excellent service in line with the Company customer service policy.
Salary:	£14,500 pa - 40 hours per week

Responsibilities

• Contact customers after they have requested a Free Gold Selling Pack to ask if it has been received and answer any questions they may have and establish if they will be sending in any items for valuation.
• Monitor and analyse results of Free Gold Selling Pack chasing
• Make outbound calls in line with the call script to advise customers of the assessor's valuation and agree the appropriate payment method
• Build and maintain effective working relationships with the assessors to ensure that customer's queries and concerns regarding valuations resolved in a timely manner
• Make outbound calls in line with the call script to chase packs that have been sent but not returned
• Up sell 'referral packs' and other sells opportunities in line with guidelines set
• Take inbound calls in line with the call scripting policy responding to customer requests and queries, drawing on appropriate product knowledge with the aim of achieving first contact resolution
• When dealing with customer queries ensure that computer records are accurately updated and maintained in line with our CRM quality guidelines
• When calls received are for another department, redirect them as appropriate
• Ensure that dissatisfied customers who have not had their issues resolved utilising the usual call scripting policy are escalated to the appropriate member of staff in a timely manner, updating electronic records as appropriate
• Provide occasional administration support to the manager as and when required
• Pro-actively contribute to the continuous improvement of the service provided to our customers
• Obtain testimonials from satisfied customers
• Deal with all email and postal correspondence in line with deadlines and standards

Skills and Knowledge

• Flexibility across the customer service department and shift structure
• Committed to delivering excellent customer service at all times
• Excellent communication skills with a clear focus on the customers needs
• Confident with strong interpersonal skills and a polite telephone manner
• Team player who fosters effective working relationships with colleagues
• Takes pride in offering consistent and high quality customer service
• Calm and professional under pressure
• Positive attitude towards the product and service offer by the Company

Qualities

• Demonstrate active listening skills to understand and resolve customer needs
• Able to prioritise workload, meeting deadlines set
• Proven track record of customer service skill in a similar environment
• Previous experience of dealing with customer over the phone
• Computer literate
• Excellent written and verbal communication skills

 

JOB DESCRIPTION

Job Title:	Administrators
Reporting to:	Admin Supervisor
Scope of job role:	Responsible for processing incoming and outgoing mail.
Salary:	£14,500 pa

Responsibilities

• Weigh and check Gold Selling Packs.
• Log and process customer information using internal systems.
• Satisfy Gold Selling Pack requests
• Input customer valuations
• Action administration associated with customer payments.
• Secure returns processing
• Additional general administration tasks as required

Qualities

• Flexibility across the customer service department and shift structure
• Committed to meeting deadlines
• Confident with strong interpersonal skills
• Team player who fosters effective working relationships with colleagues
• Calm and professional under pressure
• Positive attitude towards the product

Experience and Skills

• Organised and methodical approach to work
• Able to prioritise workload, meeting deadlines set
• High volume capacity for work
• Excellent attention to detail
• Computer literate, with a good working knowledge of MS Excel
• Data input experience
• Excellent written and verbal communication skills