Call Centre Agent

About UsAt 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 RoleWe 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 AccountabilitiesDemonstrate exceptional skills when dealing with customersConsistently deliver high standards of customer service to existing and potential customersEstablish and build effective working relationships with our client's carrier partnersHandle customer issues relating to deliveries and effectively resolving themDemonstrate excellent awareness and responsiveness to sales opportunitiesGenerate sales through service, technical knowledge and selling skillsUpsell ancillary products to customers where it is beneficial to do soWork proactively as an integral member of the Team to ensure individual and collective delivery of all-round high standards of performanceActively take personal responsibility to manage enquiries and take ownership of problem resolution including complaint handlingBe responsive to demands and anticipate the needs of customerDeliver excellence in customer handling & processing Brand Ambassadors for our client and their Clients' in every interactionAbout YouGood standard of MS products including Excel & WordCommunication skillsCustomer focusProblem-solvingAdaptable behaviourPlanning and organisingAttention to detailAbout the Benefits25 days annual leave plus public Bank HolidaysAnnual investment of 40 hours development & training per employee and opportunities for career progressionSubsidised Private Healthcare for employees and their familiesFully funded Wellbeing offering operated by Health Shield with the ability to claim back medical costs, access to an EAP service including counselling sessionsMonthly Performance based bonusDiscretionary annual company performance bonusQuarterly WOW awards for those that go above and beyondStaff suggestion scheme with associated rewardsStaff discount on our productsLong service awardsTwo paid volunteer days per yearTeam building & company social events each year£500 refer a friend incentive schemeFree onsite parking in Head OfficeTPBN1_UKTJ