Call Centre Agent - Sales

IronmongeryDirect Limited; Basildon; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Wellbeing programme

Bonus schemes

Team events

Staff discount

Free onsite parking

Job summary

IronmongeryDirect is hiring full-time Call Centre Agents for our Basildon site. You will handle customer interactions via phone, email, and the Trade Counter, delivering exceptional service in a fast-paced environment.

You’ll build strong relationships with customers and carrier partners, resolve delivery issues, and identify sales opportunities while contributing to our team’s high standards of performance. A friendly, collaborative workplace with ongoing training is offered.

Qualifications

• Good standard of MS products including Excel and Word.
• Problem-solving.
• Adaptable behaviour.
• Planning and organising.

Responsibilities

• 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

Skills

Problem-solving

Adaptable behaviour

Planning and organising

MS Office (Excel/Word)

Tools

Excel

Word

Job description

Thank you for choosing to apply for a role with us!

About the Company

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

About the Role

We are looking for full time Call Centre Agents 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
• Problem-solving
• Adaptable behaviour
• Planning and organising

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
• Monthly Performance based bonus
• Discretionary annual company performance bonus
• Quarterly WOW awards for those that go above and beyond
• Staff suggestion scheme with associated rewards
• Staff discount on our products
• Long service awards
• Team building & company social events each year
• £500 refer a friend incentive scheme
• Free onsite parking in Head Office

Due to the high volume of applications for this role, we will only be contacting suitable candidates. If you haven't heard from us within five working days, you have not been selected for the next stage in the hiring process.

IronmongeryDirect is an Equal Opportunities employer. We are committed to equal opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability or marital status. We base all our employment decisions on merit, job requirements and business needs.

Unit 3 Scimitar ParkCourtauld RoadBasildonEssexSS13 1NDUnited Kingdom