Orders Advisor & Team Leader (Internal Applications Only) in Elland

Orders Advisors & Team Leader Elland (Hybrid) – Competitive Salary, plus bonus & benefits

Our vision is to Create Better Places and Futures for Everyone; Socially, Environmentally and Economically. For us, these aren’t words on paper. This is our powerful and purposeful statement that guides our actions and ignites a passion in every one of us. We’ve been paving the way since 1890. Our passion for our products and customers has made us a Superbrand that is synonymous with quality; supplying prestigious landmarks such as Trafalgar Square, while also caring for the environment and communities in which we operate.

Within Marshalls Landscape Products we are now looking for an Orders Advisor & Team Leader to inspire and support our team of Order Advisors, ensuring our customers receive a first-class experience from order to delivery while driving performance, continuous improvement and teamwork. If you're someone who enjoys leading people but still likes being involved in the day-to-day operation, this could be the perfect role for you.

Mission

• Leading a team of Order Advisors, ensuring workloads are organised, service levels are achieved and customers receive an outstanding experience from order through to delivery.
• Supporting with customer orders, resolving complex enquiries and helping the team manage busy periods.

Key Responsibilities

• Leading, coaching and developing a team of Order Advisors to deliver excellent customer service.
• Organising workloads and resources to ensure customer demand is met.
• Monitoring team performance against key operational metrics and taking action where improvements are needed.
• Supporting the team with escalated customer enquiries, delivery issues, returns and after-sales queries.
• Processing customer orders accurately and supporting with complex or high-priority orders when required.
• Proactively managing customer orders, deliveries and site bookings to ensure projects stay on track.
• Working closely with Internal and External Sales teams to identify opportunities and support sales growth.
• Encouraging a culture of continuous improvement by identifying process improvements and sharing best practice.
• Developing the team's knowledge of products, systems and processes to build capability and confidence.
• Ensuring standard operating procedures are understood and consistently followed across the team.

Mission-critical Skills

• Previous experience leading, coaching or mentoring a customer service, order management or sales support team.
• Experience working within a customer-focused environment where service and accuracy are critical.
• A hands-on leadership style with willingness to support operational activities alongside managing the team.
• Strong organisational skills with the ability to prioritise workloads and adapt to changing demands.
• Confidence managing escalated customer issues and resolving problems effectively.
• Experience monitoring KPIs and using performance data to drive improvements.
• Excellent communication and relationship-building skills with both customers and internal stakeholders.
• A proactive approach with a focus on continuous improvement.
• Commercial awareness and the ability to identify sales opportunities during customer interactions.
• Experience using CRM or order management systems would be advantageous.

Benefits

• Hybrid working with 3 days a week in our Head Office in Elland, but more if you like.
• Guaranteed Christmas holidays.
• Development opportunities.
• 34 days per annum or the equivalent in hours (inclusive of bank holidays).
• Healthcare cash plan – support with Dental, Optical, Prescription costs and many more!
• Family leave policies (Maternity, Paternity, and Adoption) available from your very first day of employment.
• 5% employer matched pension scheme.
• Cycle to work scheme.
• Employee discount on Marshalls and Marley products.
• Retailer discounts.
• Marshalls Wellbeing Centre – move, money & mind.
• Share purchase scheme.
• Life assurance.

Equal Opportunities

Whoever you are and whatever your background, you’ll find a fair and supportive workplace. You're unique and we want you to bring every part of who you are to work, every day. We're committed to ensuring equal opportunities for everyone. To us, this is more than a legal, moral, or ethical necessity – it's the right thing to do! We want our team to reflect the diverse nature of society and the communities we serve. Marshalls is a workplace where you're valued for the contribution you make, and where you can grow and develop by being entirely yourself!