Call Centre Agent

Ironmongery Direct • Permanent • Basildon, Essex, England, United Kingdom • £26.50k / year • 1d ago

About Us

At IronmongeryDirect, we've been a trusted name in architectural ironmongery for over 50 years. What started as a traditional ironmongery shop has since grown into the UK's leading direct supplier, delivering thousands of parcels each week. With a vast range of over 18,000 high-quality products available for next-day delivery, we're the reliable choice for tradespeople who value efficiency, expert advice, and top-tier service. If you're looking to be part of a dynamic, growing company that's built on a foundation of trust and excellence, we'd love to hear from you.

We're proud to be recognised as one of the UK's Best Workplaces in Retail, Hospitality & Leisure 2025 by Great Place to Work®, a reflection of the positive feedback from our own people and our commitment to creating an exceptional employee experience.

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
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
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
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

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