Lead Bullion & Operations Specialist

New Zealand Mint is the country’s only precious metal mint, a role we’ve proudly held for over five decades. As New Zealand’s leading bullion investment services provider, our purpose is to enrich lives and secure futures.

Whether you’re preserving wealth for the future or seeking balance today, we’re here to guide you through the world of precious metals, simply and securely.

About the role

We are seeking a Lead Bullion & Operations Specialist to join our Retail team.

This role combines exceptional customer service, inventory management, and process improvement. You will work closely with clients, providing accurate product information and tailored guidance, managing accounts via CRM, improving back-end administration, and ensuring secure handling and delivery of product.

This position is full-time, permanent role with 40 hours of work per week, from Monday to Friday.

Key Responsibilities

• Build and maintain strong client relationships, delivering a premium and personalised service experience.
• Educate customers on New Zealand Mint’s core products and services.
• Provide tailored recommendations to clients on product options, pricing, and secure storage solutions.
• Manage leads and client accounts within the CRM, ensuring timely follow‑up and accurate data entry.
• Prepare quotations, negotiate terms, and coordinate secure delivery and/or vault storage arrangements.
• Manage a high volume of client enquiries, ensuring prompt, accurate and professional responses at all times.
• Ensure accuracy and integrity across all transactions, inventory handling and record keeping.
• Maintain strict adherence to security procedures including controlled vault access.
• Ensure full compliance with the requirements of the Secondhand Dealers & Pawnbrokers Act.
• Collaborate with Finance and Operations teams to manage inventory, customer pickups, and vault access procedures.
• Apply strong process discipline, identify, improve, and maintain high standards of accuracy and compliance to enhance workflow efficiency, reduce errors, and improve overall customer experience.
• Contribute to projects focused on improving customer experience, enhancing sales processes, implementing new systems, and supporting business growth initiatives.
• Collaborate with cross‑functional teams to align goals and requirements.
• Monitor KPIs and track progress against business objectives.
• Closely support the Head of Retail as required to ensure continuity of operations.
• Support and guide team members, collectively contributing to a high performing team environment.

Requirements

• A bachelor’s degree or higher in business management, operations management or similar.
• Experience working in secure environments with strict protocols, plus 6–12 months of bullion sales experience delivering exceptional customer service. This is a non‑negotiable requirement due to the role’s high responsibility and operational risk.

• Excellent written and verbal communication skills, with the ability to build and maintain strong client relationships.
• Proficiency in CRM and ERP platforms, along with solid capability in Microsoft Office applications.
• Demonstrated ability to work with a high level of accuracy and attention to detail.
• Highly organised, detail‑focused, and comfortable managing multiple priorities in a fast‑paced environment.
• A current Secondhand Dealers and Pawnbrokers Certificate is highly desirable
• Previous exposure to precious metals, financial or investment services is highly advantageous.  

Work Rights:

You must be a New Zealand citizen/resident or be able to secure a work visa before commencement.

New Zealand Mint Values

·        Actions speak louder

·        Our strength is in the sum of us

·        Grit without ego

·        Stay brave