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For Companies At a Glance
- Tasks: As a Lead Coordinator, you'll ensure a seamless customer experience and manage online bookings.
- Company: Thubelisha is a leading provider of plumbing and heating products, committed to quality and customer satisfaction.
- Benefits: Enjoy flexible working options, discounts, mental health support, and a culture that values diversity.
- Why this job: Join a friendly team, enhance your skills, and contribute to a customer-first ethos in a dynamic environment.
- Qualifications: We're looking for proactive individuals with strong communication and organisational skills; no need to meet every requirement!
- Other info: This role offers remote work opportunities and a chance to grow within a supportive company.
The predicted salary is between 28800 - 43200 £ per year.
Overview
#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 environment.
The Role
As the Lead Co-ordinator the role will play a vital part in ensuring a positive and seamless experience for our customers. This role involves a dynamic blend of customer service, sales support, and administrative tasks. Proactive and customer-focused, this role is pivotal in optimising our online booking process and enhancing the customer journey. You will be the crucial link between our online customers and our 280+ branches, ensuring seamless transitions and maximising sales opportunities. The ideal candidate is highly organised, customer-centric, with excellent communication skills and a proactive approach to problem-solving.
Key Responsibilities
- Lead Qualification & Appointment Confirmation: Proactively contact customers who make online bookings to confirm appointments and qualify leads, gathering essential information for branch colleagues.
- Customer & Team Liaison: Manage lead handover and follow-up with Showroom and Branch teams, ensuring a smooth customer experience. Act as a central point of contact for appointment coordination.
- Sales Support: Actively work to improve appointment attendance and conversion rates from online leads.
- Communication: Handle outbound call-outs, promptly answer incoming calls and emails on Virtual Team Channels, and direct inquiries.
- Customer Service Excellence: Manage the end-to-end virtual sales journey, resolving customer and colleague issues promptly.
- Collaboration: Work closely with your team, branch colleagues, and sales managers to ensure a superior customer experience.
You
You will live and breath our customer first ethos, with a proactive and can do approach. You will enjoy working collaboratively with our bathrooms team and you will be committed to acting with integrity and honesty in everything you do.
Required Skills And Competencies
- Contributes to conversion rates of leads to appointments and sales, total sales, average order value, and customer satisfaction scores.
- Proficient using Google email, Google sheets, and Google documents, or Microsoft equivalent. It is essential that you have good computer and numerical skills.
- Able to demonstrate experience in a service or call centre or customer service environment specifically taking telephone calls and dealing with inbound and outbound emails.
- Have the confidence to learn new systems and processes.
- Be competent in dealing with customers, and external suppliers and carriers.
- High standard of written English and a great, personable telephone manner.
- Have a positive, can do attitude, and enjoy working as part of a team.
- Be able to have difficult conversations and use your complaint handling experience.
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 are proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we are 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 are 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.
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Lead Coordinator employer: Thubelisha
Contact Detail:
Thubelisha 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 during interviews but also demonstrate your commitment to providing a superior customer experience.
✨Tip Number 2
Practice your communication skills, especially in handling customer inquiries. Role-playing scenarios can be beneficial, as this role requires excellent verbal communication to ensure smooth transitions between online bookings and showroom appointments.
✨Tip Number 3
Network with current or former employees of Thubelisha on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations for the Lead Coordinator role, which can give you an edge in your application.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples from your past experiences where you've successfully resolved customer issues. This will highlight your proactive approach and align with the company's customer-first ethos.
We think you need these skills to ace Lead Coordinator
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Lead Coordinator position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service, sales support, and administrative tasks. Use bullet points for clarity and focus on achievements that demonstrate your problem-solving skills.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your proactive approach and customer-first ethos, and provide specific examples of how you've successfully managed customer interactions or improved processes in previous roles.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Lead Coordinator role.
How to prepare for a job interview at Thubelisha
✨Show Your Customer-Centric Approach
As a Lead Coordinator, you'll need to demonstrate your commitment to customer satisfaction. Prepare examples of how you've gone above and beyond for customers in previous roles, highlighting your proactive approach and problem-solving skills.
✨Familiarise Yourself with Bathroom Trends
Stay updated on the latest bathroom design trends and technologies. Being knowledgeable about current market offerings will not only impress your interviewers but also show that you're genuinely interested in the industry.
✨Highlight Your Organisational Skills
This role requires excellent organisational abilities. Be ready to discuss how you manage multiple tasks and priorities effectively, perhaps by sharing specific tools or methods you use to stay organised.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations. Think of scenarios where you've had to manage customer inquiries or resolve issues, and be prepared to explain your thought process and actions taken.
