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Contact Centre Vacancies at UK Flooring Direct

Sales Executive

Coventry, Warwickshire
Competitive salary

Role summary: We are a customer-focused business and as a Sales Executive, you will consistently provide excellent service and product knowledge to ensure our customers have a positive experience. You will be exposed to various core campaigns dependent on your skills and commercial essentials and requirements of the business. This may include inbound enquiries, outbound enquiries, and live chat.

Key responsibilities:

  • Use excellent customer service skills to make our customers feel welcome and confident to purchase an order with you.
  • Manage and convert sale opportunities from incoming calls and web live chat.
  • Proactively call customers that have generated interest in our products, offer additional services with the view to making a sale.
  • Understand customer requirements and advise them on the best products and accessories to meet their project requirements and budget.
  • Generate quotes from your sales opportunities, email them to our customers and arrange diarised follow up calls.
  • Work towards set targets and KPI’s set by your line manager and consistently strive to deliver your best efforts.

We’re looking for someone with:

  • Previous experience in a customer-focused or sales role.
  • Excellent communication skills, able to build rapport with people easily.
  • Organisation and efficiency skills who can complete tasks in a set timeframe.
  • A drive to be successful and enjoyment of working towards set targets/objectives.
  • A positive attitude and ability to work well as an individual and as part of a team.

How to apply:

If you are interested in finding out more about this specific role or more about a career at UK Flooring Direct, we would love to hear from you. Please email our recruitment team at recruitment@ukflooringdirect.co.uk


Customer Care Advisor

Coventry, Warwickshire
Competitive salary

Role summary: As a Customer Care Advisor, you will be at the forefront of the business, where customer needs are treated as a priority. Working as part of a team ensuring effective, fluid working between internal Stakeholders, crucially; Sales team, Accounts team and Distribution/Fulfilment Department.

Working within Service Level Agreements (SLA’s) and acting as ambassador for the company, balanced with advocating customer needs to deliver optimum output and support throughout the customer journey.

Also as a Customer Care Advisor working in an omni-channel environment, you will be dealing with customer enquiries, cases and complaints, rectifying any problems to a successful and prompt outcome.

Key responsibilities:

  • Promoting excellent customer care by offering consistent support and advice to our customers. Using the company processes and services, ensuring all department protocols in decision making are adhered to.
  • Ensure all inbound queries/complaints/escalations are recorded appropriately and are resolved within agreed SLA.
  • Thoroughly investigating route cause to customers problems, offering time and cost appropriate solutions and feeding back into the business as the “voice of the customer” to ensure route causes are addressed accordingly.
  • Communicating courteously and professionally with customers by telephone, email, letter and face to face.
  • Proactively manage tasks via social media channels to ensure timely and appropriate responses are provided in a public forum, where balanced customer/business advocacy is clearly demonstrated. Ensuring all written communications are professional.
  • Completing refunds, or ‘Gesture of Good Will’ for customers, accompanied with internal justification/rationale and sign-off authority where appropriate.
  • Liaise with outside agencies i.e. Product suppliers, transport agencies to bring customer complaints and enquiries to a mutually satisfactory outcome.

We’re looking for someone with:

  • Previous experience in a customer focused environment, face to face or via telephone.
  • Excellent communications skills, verbal and written with a keen eye for detail.
  • Attentive and thorough with customer queries and ensure the best possible care is given to resolve any issues.
  • Can prioritise workloads and work towards tight deadlines.

How to apply:

If you are interested in finding out more about this specific role or more about a career at UK Flooring Direct, we would love to hear from you. Please email our recruitment team at recruitment@ukflooringdirect.co.uk


Trade Sales Manager

Coventry, Warwickshire
Competitive salary

Role summary: As a Trade Sales Manager the core campaigns are dependent on your leadership and commercial essentials to enhance trade business. The key objective of the Trade Sales Manager is to target trade groups to drive sales and increase market share by building an understanding of the local markets and competition from other competitors. It is also to lead the Trade Sales team to grow, develop and motivate to achieve daily, weekly, and monthly targets.

Key responsibilities:

  • Identify the different types of trade customers and opportunities and create a go to market strategy to address the needs of each of the trade customer types.
  • Identify new ways of targeting new trade customers along with ensuring we continue to retain our current ones.
  • Create a 13 week (rolling) forecasted budget and strategy plan complete with KPI’s.
  • Ensure the Trade Account Managers build relationships with the trade customers for repeat business and put a process in place to manage this.
  • Create a reporting framework to allow you to analyse all the KPI’s and touch points in the workflow to find areas of improvement both on a team and individual level.
  • With the reporting framework and feedback from the Trade Account Management team, create future strategies to allow UK Flooring Direct to maximise revenue and profit.
  • Communicate any findings on understanding the trade customer’s needs back to the business and key stakeholders, to help with setting of future company - wider marketing strategies.
  • Delivery the weekly numbers with coming weeks forecast to the weekly trading update showing a clear understanding of how we arrived at the numbers and what we are doing the coming week to ensure we hit the numbers you have forecasted.

We’re looking for someone with:

  • Knowledge of previous Trade Sales environment.
  • KPI, Target setting and reporting skills.
  • Ability to juggle multiple targets and deadlines.
  • Team Leadership & Development: Ability to mentor, coach and effectively transfer expertise to others.
  • Facilitation, Negotiation & Problem Resolution Skills: Ability to build a strong network and relationships at various levels.
  • Resilience and resourcefulness.

How to apply:

If you are interested in finding out more about this specific role or more about a career at UK Flooring Direct, we would love to hear from you. Please email our recruitment team at recruitment@ukflooringdirect.co.uk


Trade Account Manager

Coventry, Warwickshire
Competitive salary

Role summary: As a Trade Account Manager, you will be on the front line dealing with our substantial commercial and large value customer base. The key objective of the UK Flooring Direct Trade team is to drive sales and increase our market share whilst offering best in class service.

You will be responsible for planning your own diary and will need to work closely with the Head of Trade to maximise all commercial opportunities.

Key responsibilities:

  • Manage and convert sale opportunities from incoming telephone calls, emails and live chat.
  • Proactively engaging with trade customers to understand their requirements.
  • Generate quotes from your sales opportunities, incorporating accessories.
  • Arranging diarised project follow up calls.
  • Ensure you make clear and detailed notes of all communication with the trade customer.
  • Ensure you have replied and communicated to all your customer enquiries or follow up calls in your diary for the relevant day before you end your shift.
  • Ensure there are no outstanding Trade enquires in the shared email folder before you end your shift.
  • Achieve set monthly targets and KPI’s.
  • Pro–actively re-engage with lapsed trade customers promoting new trade offering.
  • Describe the product/service benefits of a UKFD Trade account to all potential customers.
  • Contact Trade customers through any special offers that UKFD Trade may have on products.

We’re looking for someone with:

  • Organisational skills – Demonstrate that multi-tasking and delivering to deadlines is one or your strengths.
  • Proven track record – Of delivering results in a sales environment and demonstrating improvements. Consistently achieving targets and KPIs.
  • Communication – Confident at communicating across all levels, articulate, clear and concise.
  • Attention to detail – can demonstrate accuracy and be someone who prides themselves on getting it right first time.
  • Mindset – A boundary pusher who is always striving for above and beyond and can demonstrate this.
  • Team ethos – Able to work with other individuals across different departments and within the Trade function – understands it’s a team approach whilst managing day to day tasks individually.
  • Attitude – Positive, optimistic, and energetic. Join a team of like-minded individuals each with similar skillsets, working together towards a common goal.
  • Reliable – Good punctuality / attendance record.

How to apply:

If you are interested in finding out more about this specific role or more about a career at UK Flooring Direct, we would love to hear from you. Please email our recruitment team at recruitment@ukflooringdirect.co.uk


Sales Manager

Coventry, Warwickshire
Competitive salary

Role summary: As a Sales Manager you are accountable for the sales performance, customer service satisfaction and future development of the existing Retail Sales Team. You will support delivery of the strategy for sales and profit and outstanding service and ensure that all opportunities are maximised for everyone in your team. Working in an ambitious business, your role will contribute to rapid growth and development through your management of the retail sales teams.

Key responsibilities:

  • Motivate and manage the sales teams to achieve agreed sales and KPI targets inline with the business requirements across inbound/outbound and webchat functions.
  • Create and deliver an effective sales training programme which is relevant and delivers measurable success to the team
  • Identify areas of efficiency improvement in processes and feedback into the wider business, driving change and constantly developing the department ways of working
  • Work with Head of Sales to achieve and report on monthly, quarterly, and yearly sales targets.
  • Engage the team with newly launched products throughout the year, demonstrating how to continue to identify development areas.
  • Coach and upskill the team on how to maximise each opportunity that arises, by upselling, cross-selling and giving outstanding customer service.
  • Support existing Team Leaders and work closely with them to effectively supervise & improve the performance of their team.
  • Represent the brand through first class service and act as a role model for the team, maintaining a positive and proactive attitude as an ambassador for UK Flooring Direct.
  • Challenge the status quo and constructively advise on new ideas and methods to instil a continuous improvement approach the team and support department performance.

We’re looking for someone with:

  • You must be a highly effective, organised and motivated Sales Manager who can demonstrate previous experience of building successful teams in achieving sales.
  • A strong understanding of retail or B2C sales customers would be an advantage.
  • Experience in managing managers is essential
  • Would benefit from having exposure of leading sales teams in a contact centre environment across various channels; inbound/outbound and webchat.
  • Strong people management skills that will lead from the front and work closely with the existing team and in onboarding new team members.
  • Some project management skills / knowledge would be beneficial.
  • Solid IT skills with the ability to analyse current operations to increase productivity.
  • Ability to manage performance by leadership and motivation whilst carrying out relevant training and upskilling of the team.
  • Professional in approach to dealing with challenging situations with the ability to provide and receive constructive feedback.
  • Work collaboratively with other departments to drive and achieve sales targets.
  • To deliver information in a clear and concise manner both verbally and written across all departments within the business.
  • Calm and collective when working under pressure with a can-do attitude

How to apply:

If you are interested in finding out more about this specific role or more about a career at UK Flooring Direct, we would love to hear from you. Please email our recruitment team at recruitment@ukflooringdirect.co.uk