About The Company
IronmongeryDirect is the UK's largest online supplier of ironmongery.
About The Role
We are looking for a mixture of part-time and full-time Call Centre Agents to join our Contact Centre at IronmongeryDirect. The team is dynamic, energetic, and hardworking, which is vital in our fast-paced environment. We pride ourselves on encouraging and sharing best practices to enable each other to do the best job possible.
In addition to handling customer interactions via phone and digital channels, there will also be an element of face-to-face customer service at our Trade Counter. This allows us to deliver excellent service directly to our customers, ensuring their needs are met efficiently and effectively.
While professional and committed, our environment is also fun, friendly, and sociable.
Accountabilities
1. Demonstrate exceptional skills when dealing with customers
2. Consistently deliver high standards of customer service to existing and potential customers
3. Establish and build effective working relationships with our client's carrier partners
4. Handle customer issues relating to deliveries and resolve them effectively
5. Be aware and responsive to sales opportunities
6. Generate sales through service, technical knowledge, and selling skills
7. Upsell ancillary products where beneficial
8. Work proactively as part of the team to ensure high standards of performance
9. Manage enquiries and take ownership of problem resolution, including complaints
10. Respond to customer demands and anticipate their needs
11. Deliver excellence in customer handling & processing, acting as Brand Ambassadors
About You
1. Good knowledge of MS Office, including Excel & Word
2. Strong communication skills
3. Customer-focused mindset
4. Problem-solving abilities
5. Adaptable behavior
6. Planning and organizing skills
7. Attention to detail
Benefits
* 25 days annual leave plus public Bank Holidays
* Annual investment of 40 hours in development & training per employee and opportunities for career progression
* Subsidised Private Healthcare for employees and their families
* Fully funded Wellbeing program operated by Health Shield, including medical cost claims, counselling, GP services, and NHS-approved Thrive app
* Discretionary annual company performance bonus
* Monthly WOW awards for exceptional performance
* Staff suggestion scheme with rewards
* Staff discount on products
* Long service awards
* Two paid volunteer days per year
* Team building & social events
* £500 refer-a-friend scheme
* Free onsite parking at Head Office
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