Job Description:

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