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Contact Centre Vacancies at UK Flooring Direct

Retail Sales Advisor

Hinckley, Leicestershire
Competitive salary

Role summary: We are a customer-focused business and as a Retail Sales Advisor, 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 Executive

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


Sales Trade Administrator

Coventry, Warwickshire
Competitive salary

Role summary: As the Commercial Sales Trade Administrator, you will be an integral part of the trade team in being the conduit between new account enquiries and the frontline sales channel.

An eye for detail, you will audit new account requests ensuring the business criteria is achieved prior to account approval and liaising with businesses that don’t fit the appropriate profile criteria and managing the correct route to purchase.

Key responsibilities:

  • Daily audits across new account requests to ensure the correct business criteria is achieved prior to account set up to include but not limited to checking proof of identification and requests for proof of purchase.
  • Weekly reporting on the number of accounts audited, how many were rejected, how many were approved.
  • Calling all rejected account requests informing of reason for decline and advising of the appropriate account eligibility and terms available.
  • Working closely with the sales trade team and supporting where appropriate on administrative duties that otherwise take the sales personnel away from the daily account management activities; i.e. chasing of sample requests and handling delivery queries.
  • Working closely with the finance team handling all requests for increased credit terms, and any credit requests and updating the appropriate Trade Account Manager.
  • Review account portfolio to ensure businesses are aligned to the correct business category; i.e. Commercial or Pro Installer and flag to the CTSM any variances in category profile.

We’re looking for someone with:

  • Experience in a similar role for 1+ year is essential.
  • Collate data, create reports, and present back to key stakeholders within the business.
  • Can proactively manage a high volume of accounts in and organised and efficient way.
  • Excellent communications skills, verbal and written with a keen eye for detail.
  • Can prioritise workloads and ensure work is completed to the highest standard within a set timeframe.

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