Contact Centre Advisor

About the Company

IronmongeryDirect is the UK's largest online supplier of ironmongery.

About the Role

We are seeking a Contact Centre Advisor to work within the Contact Centre. The team is dynamic, energetic and hardworking, which is vital within the fast-paced environment we work in. Through the supportive nature of the team we pride ourselves on encouraging and sharing best practices to enable each other to do the best job possible. Whilst we're professional and committed, it is also a fun, friendly and sociable environment to be in.

About the Accountabilities

• Demonstrate exceptional skills when dealing with customers
• Consistently deliver high standards of customer service to existing and potential customers
• Establish and build effective working relationships with our client's carrier partners
• Handle customer issues relating to deliveries and effectively resolving them
• Demonstrate excellent awareness and responsiveness to sales opportunities
• Generate sales through service, technical knowledge and selling skills
• Upsell ancillary products to customers where it is beneficial to do so
• Work proactively as an integral member of the Team to ensure individual and collective delivery of all-round high standards of performance
• Actively take personal responsibility to manage enquiries and take ownership of problem resolution including complaint handling
• Be responsive to demands and anticipate the needs of customer
• Deliver excellence in customer handling & processing Brand Ambassadors for our client and their Clients' in every interaction

About You

• Good standard of MS products including Excel & Word
• Communication skills
• Customer focus
• Problem-solving
• Adaptable behaviour
• Planning and organising
• Attention to detail

About the Benefits

• 25 days annual leave plus public Bank Holidays
• Annual investment of 40 hours development & training per employee and opportunities for career progression
• Subsidised Private Healthcare for employees and their families
• Fully funded Wellbeing offering operated by Health Shield with the ability to claim back medical costs, access to an EAP service including counselling sessions, a GP Anytime service and access to the NHS-approved Thrive wellbeing app
• Discretionary annual company performance bonus
• Monthly WOW awards for those that go above and beyond
• Staff suggestion scheme with associated rewards
• Staff discount on our products
• Long service awards
• Two paid volunteer days per year
• Team building & company social events each year
• 500 refer a friend incentive scheme
• Free onsite parking in Head Office