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 oversee the day-to-day performance of our operational departments, including Customer Care, Vault & Despatch, Purchasing and Facilities. Reporting to the Head of Operations, you will be responsible for ensuring operational efficiency, strong customer outcomes, effective inventory and fulfilment management, and the successful delivery of departmental KPIs. You will lead departmental managers, support recruitment and workforce planning, drive process improvements, oversee operational projects, and ensure teams work collaboratively to support business growth. This role is ideal for a commercially aware leader who thrives on improving performance, developing people, and turning strategy into operational excellence.
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 teams and managers, with the ability to build high-performing, accountable teams and foster strong cross-department collaboration.
- Operational Excellence: Strong organisational and problem-solving skills, with experience improving processes, driving efficiency and maintaining high operational standards across multiple business functions.
- People Management: Experience supporting recruitment, onboarding, performance management and staff development. Able to coach managers and help build a positive, professional working environment.
- Communication: Excellent written and verbal communication skills, with the confidence to communicate effectively with staff, managers and senior leadership teams.
- Customer Focus: A commitment to delivering exceptional customer experiences through strong operational processes, service recovery and continuous improvement. Experience in a customer-focused environment is highly desirable.
- 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.
- Project & Change Management: Ability to manage multiple priorities simultaneously, lead operational projects and successfully implement change across departments.
- Technical Proficiency: Confident using Microsoft Office, reporting tools and business systems, with the ability to work effectively alongside technology and digital teams to support operational improvements.
- Commercial Awareness: An understanding of how operational performance impacts revenue, customer satisfaction, efficiency and profitability, with the ability to make balanced business decisions.
- Desirable Experience: Experience managing operational functions such as customer care, logistics, warehousing, purchasing, facilities, compliance or similar service-based operations.
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:
- Operations management: 5 years (required)
- Leadership: 2 years (required)
Work Location: In person
