Customer Service Coordinator - Jewellery & Antiques

WeBuyVintage; Cambridge; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

4-day working week

Access to Bright Exchange discounts

Employee Assistance Programme

On-demand professional development

Competitive pay

Be part of a growing UK brand

Job summary

WeBuyVintage is recruiting for a Home Visit Coordinator to work from our Cambridge office, with in-field bookings and customer contact throughout the day. You will manage a live diary, call customers to confirm details, and collect essential information to guide visiting buyers.

A strong customer-service background and interest in antiques are essential. You will triage leads, log accurate notes, and reschedule as needed, ensuring a smooth flow of visits and positive customer experience.

Qualifications

• Proven track record in a customer service role
• Excellent communication skills with ability to build rapport quickly
• Demonstrable experience managing ever changing diaries
• Experience working with a CRM or booking system

Responsibilities

• Outbound calling to customers who submit a Home Visit request
• Ask structured questions to build a realistic picture of what the visit is worth
• Confirm appointment details using the internal platform
• Set customer expectations about Home Visits and potential resale value
• Brief the visiting buyer with a clear triage summary
• Own and maintain the booking diary and pipeline
• Handle reschedules and cancellations to keep the diary full
• Flag high-value or unusual leads to a senior buyer
• Identify patterns to improve how customers are qualified

Skills

Customer service

Outbound calls

CRM experience

Diary management

Tools

CRM software

Job description

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.