Customer Service Coordinator - Jewellery & Antiques

About WeBuyVintage

WeBuyVintage is one of the UK’s largest buyers of jewellery, antiques and collectibles. We run more roadshows than any other UK company - over 250 valuation events every month - bringing trusted experts face-to-face with customers across the country.

In three years, we’ve grown from a pub-table idea into an eight-figure business, and we’re on a mission to make WeBuyVintage a brand everyone recognises.

The Role:

Our Home Visit buying team are in-field travelling to our customers houses to purchase antiques, jewellery & collectibles. When a customer requests a Home Visit, you’re the first person they speak to. You’ll call them to confirm the appointment, ask the right questions about what they have, and build a clear picture of what they are selling & it’s worth.

This is a customer service role first and foremost, where you’ll be on the phone for the majority of your day. Complementing your customer service skills you’ll have a working knowledge of antiques, vintage items and collectibles broad enough to ask sensible questions and spot when something might be worth a closer look.
Main Tasks & Responsibilities:

• Outbound calling - call every customer who submits a Home Visit request, promptly and reliably, so no one is left waiting to hear from us.

• Triage & qualification - ask structured, friendly questions about what the customer has (type, age, quantity, condition, any known history) to build a realistic picture of what a visit is likely to be worth.

• Confirm the appointment - using our internal platform, agree a date, time and address with the customer and log clear, accurate details for the visiting buyer.

• Set customer expectations - give customers a fair, honest sense of what a Home Visit involves and what may or may not have resale value, without giving an actual valuation over the phone.

• Brief the visiting buyer - hand over a clear triage summary ahead of each visit, so the buyer arrives prepared rather than walking in blind.

• Own the booking diary - manage the Home Visit booking pipeline, keep it organised, chase incomplete forms, and avoid double-bookings or gaps. Rework diaries manually where necessary as appropriate to accommodate customers and high priority visits.

• Handle reschedules and cancellations - smoothly and without friction, keeping the diary full and the customer experience positive.

• Flag the unusual - where a customer describes something that sounds genuinely high-value or out of the ordinary, flag it to a senior buyer ahead of the visit.

• Feed insights back - spot patterns (low-value bookings, no-shows, recurring confusion on the form) and help improve how customers are qualified before they even reach you.

Who We’re Looking For:

You'll be great in this role if you have:

• A solid customer service background - confident making outbound calls for most of the day, and building rapport quickly with a wide range of people.

• A genuine, broad interest in antiques, vintage items or collectibles - you don't need to be a professional valuer, just have enough working knowledge to ask sensible questions across categories like jewellery, watches, silver, militaria & general antiques.

• Good instincts, not formal valuation training - you don’t need to have priced anything professionally, but you do need to know enough to tell a promising lead from a clear time-waster, and to ask the questions to make that call.

• Well organised - comfortable owning a live diary and pipeline of bookings without letting details slip.

• A warm, clear phone manner - able to move between a quick, upbeat call and a sensitive, empathetic one on the same day.

• Comfortable working in a CRM or booking system and logging clear, structured notes.

Qualifications & Experience:

Essential:

• Proven track record in a customer service role

• Excellent communication skills with the ability to build rapport quickly

• Demonstrable experience managing ever changing diaries

• Experience working with a CRM or booking system

Desirable:

• Knowledge of Jewellery & Antiques

What You’ll Get:

• 4-day working week

• Access to Bright Exchange - enjoy thousands of exclusive employee discounts and perks

• Employee Assistance Programme - confidential, 24/7 support for you and your immediate family, covering work, personal, and home life matters

• On-demand professional development - access to BrightHR’s online learning platform to build new skills and support your career progression

• Competitive pay

• Be part of a rapidly growing, friendly UK brand

The salary for this role is £30,000 - £32,000 p.a. dependent on experience.

Please note this role is based in our Cambridge office at least 2 days per week.