Telesales / Counter Sales Sales · Havant

About Lawsons – Timber, Fencing & Builders' Merchants

Lawsons is the UK’s leading independent supplier of timber, fencing and building materials, serving trade and retail customers for over a century. With a network of 35 branches and 700+ colleagues across London and the South East, we pride ourselves on expert advice, reliable delivery and outstanding customer service.

We are recruiting for a Telesales / Counter Sales colleague to join our Havant branch.

Role overview

As a Telesales / Counter Sales representative based at AVS Havant, you will be the first point of contact for many of our customers, providing product information, processing orders and delivering an excellent customer experience both over the phone and at the branch counter. The role requires strong communication skills, commercial awareness and the ability to work effectively in a busy merchant environment.

Main responsibilities

• Respond promptly and professionally to inbound customer enquiries via phone, email and the branch counter, providing product advice and practical solutions.
• Generate sales by taking accurate orders, upselling where appropriate and following up on leads and enquiries.
• Process orders, quotes and returns accurately using company systems and ensure correct pricing and documentation for each transaction.
• Manage and maintain customer accounts, recording key information and ensuring high levels of data accuracy.
• Liaise with yard, delivery and branch colleagues to coordinate collections, deliveries and special requests.
• Assist customers at the counter, loading small items where required and ensuring a tidy, welcoming sales area.
• Resolve customer enquiries and complaints professionally, escalating issues to the line manager when necessary.
• Support stock checks, price updates and merchandising activities to maintain a well-presented counter and branch showroom.
• Champion Lawsons’ values by delivering exceptional customer service and contributing positively to the branch team.

Skills & experience

• Previous telesales, counter sales or customer service experience within builders’ merchants, timber, landscaping or a similar trade environment is essential.
• Excellent telephone manner and clear, confident verbal communication skills.
• Strong numeracy and attention to detail to ensure accurate order processing and pricing.
• IT literate with experience using sales or CRM systems; comfortable learning new systems and processes.
• Ability to multitask in a fast-paced environment while maintaining high standards of service and accuracy.
• Customer-focused, approachable and reliable with the ability to work well within a team.
• Knowledge of building materials, fencing or timber products is advantageous but full product training will be provided.

Working hours

Full-time, permanent position (07.30 - 17.00 Monday - Friday, plus 1 in 2 Saturdays (8.00 - 12.00)).

Salary & benefits

Competitive salary, dependent on experience (£31,000 - £32,000) 25 days’ annual leave plus UK Bank Holidays and one celebration day. Pension scheme and Death in Service benefit. Access to the My Reward platform including employee assistance, wellbeing support and retail discounts. Comprehensive induction, ongoing training and clear opportunities for career progression within Lawsons.

Lawsons is an equal opportunities employer and welcomes applications from all suitably qualified candidates. If you are customer-focused, commercially minded and enjoy working in a busy merchant environment, we would like to hear from you.