Lead Coordinator

#BelongWithUs

Come and join us as a Lead Coordinator  and help us to exceed customer expectations and share our success in a committed and friendly Bathroom Showroom team. 

The role:

As a Lead Co-ordinator, you will play a vital role in ensuring a positive and seamless experience for our customers. This dynamic position blends customer service, sales support, and administrative tasks.

This pivotal Lead Coordinator role is crucial in optimising our online booking process and enhancing the overall customer journey, acting as the vital link between our online customers and our 280+ branches. 

Key Responsibilities:

• Proactively reach out to customers to confirm online bookings and qualify leads by gathering essential information, preparing branch colleagues for tailored customer experiences. 
  
• Manage the crucial handover and follow-up of leads with Showroom and Branch teams, as well as direct communication with customers, ensuring smooth transitions and high standards of customer experience. 
  
• Act as a central point of contact, working closely with branches to ensure a superior and seamless customer experience from initial online booking through to the appointment. 
• Actively work to achieve positive outcomes from online leads, directly contributing to improved appointment attendance and conversion rates. 
• Support vital outbound call-outs and promptly answer incoming calls and emails on Virtual Team Channels, directing inquiries or actioning them directly. 
• Manage the end-to-end virtual sales journey, resolving customer and colleague issues promptly and effectively to ensure a positive online experience in line with our TBS proposition. 
• Work closely with your line manager to proactively identify and implement opportunities to enhance the TBS online experience and drive sales growth. 
• Work closely with your team, branch colleagues, Regional Showroom Sales Managers, and customer service teams to ensure a seamless and superior customer experience. 
• Keep abreast of the latest bathroom design trends, technologies, and best practices to ensure the team delivers the most updated information and trends.

This is a fabulous opportunity to work within a remote team across our Bathroom Showroom division.

You:

You’ll live and breathe our customer-first ethos, with a proactive and “can-do” approach. You’ll enjoy working collaboratively with our Bathroom Showroom team and you’ll be committed to acting with integrity and honesty in everything you do.

Required skills and competencies:

• A proactive and customer-focused individual.
  
• Excellent communication and organisational skills. 
  
• A highly organised and customer-centric approach. 
  
• Experience in a role requiring strong problem-solving skills.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs if they feel they don’t have every one of the required skills. All Highbourne Group companies are dedicated to building a diverse, inclusive and authentic workplace. So if you’re interested in this role but think that your previous experience doesn’t completely match - apply anyway. You could be just the person we’re looking for!

Us:

From boilers to bathroom suites, tubing to towel rails and everything in between, we have all the products our customers need to complete the job. And we have all you need to build a successful career!  

We’re proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we’re super excited about our future.  We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.

Benefits Package and Cultural Environment:

• Bonus
• Discounts, savings and cash back at numerous retailers
• Life assurance
• Extended family policy including maternity, paternity, additional annual leave and more
• Mental Health First Aiders and Employee Assistance Programme, we look out for each other
• Complete induction and a company that lets you grow and encourages development
• Financial education and loans
• Flexible working options
• A business striving to create an environment of inclusion so everyone can be their true self
• And more!

#BelongWithUs

We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it. 

We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.