Call Centre Agent - 5 Month FTC

Ironmongery Direct; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading supplier of ironmongery in the UK is seeking a full-time Call Centre Agent for their dynamic Contact Centre. This role involves handling customer interactions via phone and digital channels, as well as providing face-to-face service at the Trade Counter. Candidates should have strong communication skills, a customer-focused approach, and the ability to solve problems effectively. The role offers a supportive environment focused on best practices and high standards of performance, with benefits including annual leave, healthcare, and training opportunities.

Benefits

25 days annual leave plus public Bank Holidays

Annual investment of 40 hours development & training

Subsidised Private Healthcare

Fully funded Wellbeing offering

Discretionary annual company performance bonus

Monthly WOW awards

Staff suggestion scheme

Staff discount on products

Long service awards

Two paid volunteer days

Team building & company social events

£500 refer a friend incentive

Free onsite parking in Head Office

Qualifications

• Good standard of MS products including Excel & Word.
• Strong communication skills.
• Focus on customer satisfaction.
• Proficient problem-solving abilities.
• Ability to adapt behavior as necessary.
• Strong planning and organizing skills.
• Keen attention to detail.

Responsibilities

• Provide exceptional skills in customer interactions.
• Deliver high standards of customer service consistently.
• Build effective relationships with carrier partners.
• Address customer delivery issues effectively.
• Identify and act on sales opportunities.
• Upsell ancillary products to customers.
• Contribute to team performance and standards.
• Manage inquiries and handle complaints effectively.
• Anticipate customer needs proactively.
• Serve as a Brand Ambassador in every customer interaction.

Skills

Communication skills

Customer focus

Problem-solving

Adaptable behaviour

Planning and organising

Attention to detail

Tools

MS Excel

MS Word

Job description

About the Company

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

About the Role

We are looking for a full time Call Centre Agent to join our Contact Centre here at IronmongeryDirect. The team is dynamic, energetic, and hardworking, which is vital within the fast‑paced environment we operate 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.

In addition to handling customer interactions via phone and digital channels, there will also be an element of face‑to‑face customer service as we provide assistance on our Trade Counter. This hands‑on element allows us to deliver excellent service directly to our customers, ensuring their needs are met efficiently and effectively.

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