Supervisor Customer Service

Iconic WA organisation with a global audience
- Unique products and services with a global reputation and footprint
- Permanent Role

**ABOUT US**

Welcome to The Perth Mint, where golden career opportunities await.

The Perth Mint is an iconic Western Australian organisation operating on a truly global scale. Situated in East Perth for 124 years, The Perth Mint is a premier tourist destination, an award-winning exporter, and a key supplier of precious metals to markets throughout the world.

There’s no organisation quite like it, with a variety of roles available, from engineers and chemists to artists and technicians.

Foster your fascination and pride in our work. Get inspired every day by the world-class precious metal products we work together to refine, design, produce and then distribute all over the globe. Connect to the rich history of our industry in a workplace firmly rooted in the present — as leaders in sustainability and inclusion.

At The Perth Mint, you’ll be supported in a diverse team where differences are celebrated and your well-being matters — striking the right work-life balance with compassionate team benefits. And if your career goals change, you’ll be empowered to change roles with training and internal mobility.

**ABOUT YOU**

We are looking for a Supervisor Customer Service Bullion to join the Bullion Room team in our retail division. In this role you will supervise and work alongside, the Customer Service team in the Bullion Room and the daily operations of the business, ensuring they are conducted in compliance with company procedures and governing legislation.

**Summary of Responsibilities**:

- Supervise the Customer Service Officers and the daily operations of the Bullion Room including opening, end of day procedures, rostering, and daily and weekly stocktakes.
- Conduct physical bullion sales and purchases, including jewellery buybacks which involves the assessment and testing of product for authenticity and purity using an XRF machine.
- Ensure transactions are conducted with a high degree of accuracy.
- Ensure company procedures and the following governing Acts, and any updates, are always complied with:

- Anti-Money Laundering and Counter-Terrorism Financing Act 2006 regarding transactions of Designated Services; and
- WA Pawnbrokers and Second-hand Dealers Act 1994.
- Be a Subject Matter Expert (SME) for the Bullion Room in relation to the company guidelines and above Acts regarding transactions of Designated Services and work closely with other SME’s across the business and WAPOL.
- Act as a backup for periods when the Manager Bullion Room is unavailable.
- Be a key contact for Bullion Room team to ensure compliance with Data Governance, Personal Identifiable Information and Risk obligations and regulations in relation to Bullion Room trading.
- Report Threshold Transactions (TTR) and Suspicious Matters (SMR) to Shop Management, Risk Department and AUSTRAC.
- Identify clients suspected of attempted KYC avoidance through repeated transactions under the ID transaction threshold. Request identification and refuse to trade if it is not provided.
- Prepare bullion settlement reports, reconcile daily bullion purchases, and count newly arrived stock for various areas of the Shop, ensuring the correct stock has been received.
- Facilitate client collections for bullion - including click and collect and other collections
- Resolve disputes and manage challenging clients.
- Understand other retail sales channels and cross-sell / refer where applicable.
- Ensure own safety and health at work and avoid adversely affecting the safety or health of any other person through any act or omission at work.

**We are looking for someone who has the following**:

- Demonstrated customer service and sales experience.
- Demonstrated leadership and people management experience.

**What's in it for you**:

- Flexible work including purchased leave, leave at half pay and access to pro-rata long service leave
- Paid and unpaid parental leave
- Training and development
- Competitive salaries and employee discounts
- Charity and volunteer initiatives
- Income protection after an accident or illness
- Health and wellness programs, including an Employee Assistance Program
- Salary sacrifice - superannuation contributions

**_ Our Commitment to Inclusion:_**

Inclusion is at the core of what we do. We are committed to equality and celebrate the diversity of race, gender, age, sexual orientation, religion, ethnicity, and all characteristics that make us unique as individuals.

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