Chards Coin & Bullion Dealer, established in 1964, is one of the UK’s largest and most reputable bullion dealers, boasting over 60 years of industry experience and a remarkable 10,000+ 5-star reviews on Trustpilot. Based in Blackpool and Hatton Gardens, London, we offer a wide range of investment products, including gold bars, silver bars, coins, and other precious metals. Our commitment to excellence extends to both our products and the exceptional service we provide to our customers and employees alike.
Our Values:
- Productivity & Professionalism: We prioritise working diligently and efficiently, always valuing productivity and high standards over mere presence.
- Collaboration, Accountability & Diversity of Thought: We cultivate a culture of teamwork where responsibility is shared, feedback is constructive, and diverse perspectives are encouraged. We believe in data-driven insights to guide our collaborative efforts, fostering innovation and informed decision-making.
- Integrity & Excellence: We uphold the highest standards in everything we do, delivering on our promises and maintaining respect and professionalism in all interactions.
- Continuous Improvement, Positivity & Adaptability: We embrace a growth mindset, encouraging continuous learning and adapting quickly to new challenges, opportunities, and market trends.
- Confidentiality & Security: We maintain strict confidentiality regarding business operations, customer information, and security protocols, ensuring the trust and privacy of both our business and our customers.
- Honesty & Ethics: We believe in transparency and uphold the highest ethical standards in all our dealings, ensuring that every customer interaction is guided by integrity and honesty.
- Consultative Sales Approach: Prioritising customer education over hard-sell tactics to build trust and informed decision making.
Position Summary:
We are looking for an experienced and proactive Operations Manager to lead our operational departments, including Customer Care, Vault & Despatch, Purchasing and Facilities. Reporting to the Head of Operations, you will be responsible for developing managers, improving customer outcomes, supporting recruitment and workforce planning, overseeing health & safety and compliance, and driving operational excellence across the business.
This is a people-focused leadership role rather than a traditional warehouse management position and would suit candidates with experience in customer service leadership, operations management, HR, compliance, health & safety or service-based environments.
Key Responsibilities
- Customer Experience & Operational Delivery – Lead cross-department operational delivery to ensure customers receive a consistent, efficient and professional service throughout their journey.
- Inventory, Purchasing & Stock Availability – Ensure stock availability, purchasing activities and inventory controls support customer demand whilst protecting profitability and minimising stock risk.
- Fulfilment, Vault & Despatch Operations – Oversee fulfilment, storage and despatch operations to maintain accuracy, security and service standards.
- Operational Compliance, Security & Risk – Maintain effective operational controls, compliance standards and risk management processes across all operational departments.
- Process Improvement & Operational Excellence – Drive continuous improvement initiatives that increase efficiency, consistency, scalability and operational performance.
- Leadership & People Management – Lead and develop operational managers and teams, creating a high-performance culture built on accountability, collaboration and continuous improvement.
- Performance Monitoring & Reporting – Use data, KPIs and management information to monitor performance, identify risks and support informed decision-making.
- Recruitment, People Planning & HR Administration – Ensure operational departments are appropriately resourced through effective recruitment, workforce planning, employee development and people management practices.
What You Will Bring:
- Leadership - Proven experience leading managers and teams, with the ability to develop people, manage performance and build a positive, accountable culture.
- Customer Service & Operational Management - Experience improving customer journeys, service standards and operational processes within a customer-focused environment.
- People Management & HR - Experience supporting recruitment, onboarding, performance management, absence management and employee development.
- Health, Safety & Risk Management - Experience managing workplace health and safety, risk assessments, audits, investigations and corrective actions.
- Continuous Improvement - Experience reviewing processes, implementing change and using data to improve operational performance.
- Analytical Skills: Comfortable interpreting data, KPIs and operational reports to identify trends, risks and opportunities for improvement.
- Compliance Awareness: Good understanding of compliance, governance and risk management processes. Experience working within regulated environments and awareness of AML requirements would be advantageous.
- Desirable Experience - Experience managing customer service, operational support, compliance, HR, facilities, health & safety, hospitality, retail operations, financial services operations, contact centre environments or similar service-led teams. Experience overseeing stock, purchasing or fulfilment functions would be beneficial but is not essential.
Who This Role Would Suit
This role would particularly suit candidates from:
- Customer Service Management
- Operations Management
- Retail Operations
- Financial Services Operations
- Compliance or Regulatory Environments
- Facilities & People Management
- Hospitality or Service-Based Leadership Roles
Job Types: Full-time, Permanent
Pay: From £50,000.00 per year
Benefits:
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Education:
- A-Level or equivalent (preferred)
Experience:
- Recruitment and performance management: 2 years (required)
- Health and safety and risk assessments: 2 years (required)
- Operations management: 5 years (required)
- Managing managers or team leaders: 2 years (required)
Work Location: In person
