Overview
#BelongWithUs
Come and join us as a Lead Coordinator and help us to exceed customer expectations and share our success in a committed and friendly environment.
The Role
As the Lead Co-ordinator the role will play a vital part in ensuring a positive and seamless experience for our customers. This role involves a dynamic blend of customer service, sales support, and administrative tasks. Proactive and customer-focused, this role is pivotal in optimising our online booking process and enhancing the customer journey. You will be the crucial link between our online customers and our 280+ branches, ensuring seamless transitions and maximising sales opportunities. The ideal candidate is highly organised, customer-centric, with excellent communication skills and a proactive approach to problem-solving.
Key Responsibilities
* Lead Qualification & Appointment Confirmation: Proactively contact customers who make online bookings to confirm appointments and qualify leads, gathering essential information for branch colleagues.
* Customer & Team Liaison: Manage lead handover and follow-up with Showroom and Branch teams, ensuring a smooth customer experience. Act as a central point of contact for appointment coordination.
* Sales Support: Actively work to improve appointment attendance and conversion rates from online leads.
* Communication: Handle outbound call-outs, promptly answer incoming calls and emails on Virtual Team Channels, and direct inquiries.
* Customer Service Excellence: Manage the end-to-end virtual sales journey, resolving customer and colleague issues promptly.
* Collaboration: Work closely with your team, branch colleagues, and sales managers to ensure a superior customer experience.
You
You will live and breath our customer first ethos, with a proactive and can do approach. You will enjoy working collaboratively with our bathrooms team and you will be committed to acting with integrity and honesty in everything you do.
Required Skills And Competencies
* Contributes to conversion rates of leads to appointments and sales, total sales, average order value, and customer satisfaction scores.
* Proficient using Google email, Google sheets, and Google documents, or Microsoft equivalent. It is essential that you have good computer and numerical skills.
* Able to demonstrate experience in a service or call centre or customer service environment specifically taking telephone calls and dealing with inbound and outbound emails.
* Have the confidence to learn new systems and processes.
* Be competent in dealing with customers, and external suppliers and carriers.
* High standard of written English and a great, personable telephone manner.
* Have a positive, can do attitude, and enjoy working as part of a team.
* Be able to have difficult conversations and use your complaint handling experience.
Us
From boilers to bathroom suites, tubing to towel rails and everything in between, we have all the products our customers need to complete the job. And we have all you need to build a successful career! We are proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we are excited about our future. We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.
Benefits Package And Cultural Environment
* Bonus
* Discounts, savings and cash back at numerous retailers
* Life assurance
* Extended family policy including maternity, paternity, additional annual leave and more
* Mental Health First Aiders and Employee Assistance Programme, we look out for each other
* Complete induction and a company that lets you grow and encourages development
* Financial education and loans
* Flexible working options
* A business striving to create an environment of inclusion so everyone can be their true self
* And more!
#BelongWithUs
We are passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to fit our culture, we want you to enrich it.
We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.
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