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- Tasks: Lead customer interactions, manage bookings, and ensure a seamless experience across our branches.
- Company: Join a leading Bathroom Showroom team known for quality products and a commitment to customer satisfaction.
- Benefits: Enjoy flexible working, discounts, mental health support, and a culture that values diversity.
- Why this job: Be part of a dynamic team that prioritises customer experience and personal growth in a supportive environment.
- Qualifications: Proactive, customer-focused individuals with strong communication and organisational skills are encouraged to apply.
- Other info: We celebrate diversity and encourage applicants from all backgrounds to enrich our workplace culture.
The predicted salary is between 28800 - 43200 £ per year.
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:
Youll live and breathe our customer-first ethos, with a proactive and can-do approach. Youll enjoy working collaboratively with our Bathroom Showroom team and youll 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.
Dont meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs if they feel they dont have every one of the required skills. All Highbourne Group companies are dedicated to building a diverse, inclusive and authentic workplace. So if youre interested in this role but think that your previous experience doesnt completely match - apply anyway. You could be just the person were 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! Were proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and were 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!
Were 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 dont 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.
Lead Coordinator employer: City Plumbing
Contact Detail:
City Plumbing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Coordinator
✨Tip Number 1
Familiarise yourself with the latest bathroom design trends and technologies. This knowledge will not only help you in conversations with customers but also demonstrate your commitment to providing a superior customer experience.
✨Tip Number 2
Practice your communication skills, especially in handling customer inquiries. Being able to convey information clearly and effectively will be crucial in managing the handover of leads and ensuring smooth transitions between online bookings and branch appointments.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. This will highlight your proactive approach and ability to enhance the customer journey, which is key for the Lead Coordinator role.
✨Tip Number 4
Network with current employees or professionals in the industry to gain insights into the company culture and expectations. This can provide you with valuable information that can help you tailor your approach during the interview process.
We think you need these skills to ace Lead Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, sales support, and administrative tasks. Use specific examples that demonstrate your proactive approach and problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the Lead Coordinator role. Emphasise your customer-first ethos and how your skills align with the responsibilities outlined in the job description.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated with customers and colleagues in previous roles. This is crucial for a position that requires excellent communication and organisational skills.
Highlight Team Collaboration: Mention any experiences where you worked collaboratively with teams to achieve positive outcomes. This will demonstrate your ability to work closely with various departments, as required in the role.
How to prepare for a job interview at City Plumbing
✨Show Your Customer-Centric Mindset
As a Lead Coordinator, your role revolves around customer experience. Be prepared to share examples of how you've gone above and beyond for customers in previous roles. This will demonstrate your commitment to a customer-first ethos.
✨Highlight Your Organisational Skills
This position requires excellent organisational abilities. Discuss specific tools or methods you use to stay organised, especially when managing multiple tasks or leads. This will show that you can handle the dynamic nature of the role.
✨Demonstrate Problem-Solving Skills
Prepare to discuss challenges you've faced in past roles and how you resolved them. This is crucial as the job involves managing customer issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Research Bathroom Trends
Familiarise yourself with the latest bathroom design trends and technologies. Being knowledgeable about the industry will not only impress your interviewers but also show your enthusiasm for the role and the company.
