If you’re applying for a role or would just like to send us your CV, please email wfd.jobs@wood-finishes-direct.com with the job title as the email header.
13/11/2023: Sales and Service Call Centre Agent
Wood Finishes Direct is a fast paced, progressive, and innovative company with a challenging sales and customer service environment. Day to day you will be dealing with a wide array of customer needs as well as providing first class service to both our new and existing customers.
The successful candidate will join our Loyalty Hub, they will be effective in handling inbound calls regarding a wide range of product variation and transaction type. This can be anything between initial point of sale advice, courier queries or project aftercare advice. This is a real chance to make the most of your excellent customer service skills! You’ll spend each day identifying and fulfilling varying customer needs. You will be key in building brand relations with new customers, account handling our existing ones and liaising with third party suppliers. In short, you’ll become the voice of our company, providing a high-quality service, proving that our customers truly are at the heart of everything we do!
Package Description
Everyday our team delivers outstanding customer service, ensuring all customers receive exceptional experiences. We believe that great work deserves great rewards, as such, we offer a comprehensive benefits package:
- Competitive salary starting at £22,880 ranging up to £34,128 per annum OTE based on expected KPI performance.
- 40 hours per week
- Up to 25 days holiday + bank holidays
- Pension scheme matched up to 5%
- Wellbeing programme
- Medicash – Cashback Scheme
- Staff Discounts on many products.
- Range of reductions and offers from leading retailers, travel groups and entertainment companies.
- Maternity and paternity leave
- Free Access to an onsite Gym
- Free Onsite Parking
- Celebrating Birthdays Scheme
- Company Events
This is an Office-Based role at our Folkestone Store, Park Farm Industrial Estate.
Main Responsibilities
- Converting project enquires into sales, always focusing on customer needs and delivering exceptional service.
- Investigate and resolve customer complaints, escalating to appropriate channels accordingly.
- Become a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service.
- Continuously achieve individual KPI’s
- Meet and exceed the pre-defined quality standards on all calls ensuring that all promises to our customers are fulfilled.
- Maintain a positive attitude in the face of all customer concerns.
- Additional duties and responsibilities may be requested based on the ever-evolving support our customers require.
The Ideal Candidate
- Excellent verbal and written communication
- Ability to thrive working as part of a team.
- Capability to be flexible in tasks to support customer demands.
- Proven ability to quickly problem-solve in stressful situations.
- Excellent time management with strong attention to detail.
- Ability to multitask and prioritise workload based on demand.
- Strong ability to manage difficult situations and challenging customers.
- Capacity to take ownership of resolving the customer issue and act as an advocate for the brand.
- Capability to master new systems and support tools in a fast-paced environment.
- Strong ability to ask questions, be curious, adapt a consultative approach when fulfilling customer needs.
Our Wood Finishes Direct Values:
- Kind
- Curious
- Dynamic
- Straightforward
- Knowledgeable
About The Company
Wood Finishes Direct isn’t just the market leader in our industry, it’s a great place to build a career with a fantastic culture and work environment and has been for the last 16 years. Our offices are based in Folkestone, Kent and we are the UK’s leading online retailer of wood finishing products. We operate a busy contact team and have established a reputation for giving accurate, unbiased, expert advice to our varied customer base.
13/11/2023: Quality Assurance Analyst
Wood Finishes Direct is a fast paced, progressive, and innovative company with a challenging sales and customer service environment. Day to day you will be responsible for the monitoring of our Loyalty Hub Sales and Service customer contacts from a technical standpoint, collecting, analysing, and visualizing call centre data for insights. You will ensure that staff meet the highest standards for customer satisfaction and address all feedback effectively.
The successful candidate will report into the Head of Loyalty Hub. You’ll spend each day identifying and reporting departmental trend analysis, analysing customer sentiment, and refining our internal quality control design. In short, you’ll become the linchpin between our customers and senior leadership. You will be paramount in the delivery of the highest-quality service and show that our customers truly are at the heart of everything we do!
Package Description
Everyday our team delivers outstanding customer service, ensuring all customers receive exceptional experiences. We believe that great work deserves great rewards, as such, we offer a comprehensive benefits package.
- 35 Hours per Week
- Mon – Fri 09:00 17:00
- £27,000 per annum
- Up to 25 days holiday + bank holidays
- Pension scheme matched up to 5%
- Wellbeing programme
- Medicash – Cashback Scheme
- Staff Discounts on many products.
- Range of reductions and offers from leading retailers, travel groups and entertainment companies.
- Maternity and paternity leave
- Free Access to an onsite Gym
- Free Onsite Parking
- Celebrating Birthdays Scheme
- Company Events
This is an Office-Based role at our Folkestone Store, Park Farm Industrial Estate.
Main Responsibilities
- Monitor Loyalty Hub customer interactions across all contact touchpoints to measure the teams’ performance and track customer sentiment and quality.
- Contribute to call feedback sessions to evaluate staff performance.
- Identify lapses in performance and provide constructive feedback for improvement.
- Advocate the Voice of the Customer, listening to identify customer trends and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- Serve as an intermediary for escalations from agents and customers.
- Ensure communication is effectively delivered and appropriately addresses all customer concerns.
- Monitor KPIs, track quality metrics and provide regular analytics reports to senior leadership.
- Make recommendations on process and policy improvements.
- Develop and improve knowledge of products and telephony skills.
- Participates in the design of call / email monitoring formats and quality standards.
The Ideal Candidate
- Proven history of analytical and problem-solving skills from previous roles.
- Ability to initiate and complete projects without supervision.
- Confident to communicate with discretion, professionalism, and confidentiality when needed.
- Positive outlook and contribution to organisational culture.
- Capability to be flexible in tasks to support customer demands.
- Proven ability to quickly problem-solve in stressful situations.
- Excellent time management with strong attention to detail.
- Ability to thrive working as part of a team.
- Ability to multitask and prioritise workload based on demand.
- Capability to master new systems and support tools in a fast-paced environment.
Our Wood Finishes Direct Values:
- Kind
- Curious
- Dynamic
- Straightforward
- Knowledgeable
About The Company
Wood Finishes Direct isn’t just the market leader in our industry, it’s a great place to build a career with a fantastic culture and work environment and has been for the last 16 years. Our offices are based in Folkestone, Kent and we are the UK’s leading online retailer of wood finishing products. We operate a busy contact team and have established a reputation for giving accurate, unbiased, expert advice to our varied customer base.
07/07/2022: Purchase Ledger Clerk [Fulfilled]
We’re looking to recruit a Purchase Ledger Clerk on a full-time permanent contract (a part-time opportunity may be available at the discretion of the business). The chosen candidate will be responsible for the smooth operation of the purchase ledger within the business.
A bit about us: We’re an established business who started trading in 2006, we work with over 30 brands including several household names. Our online shop sell products all over the country and in 2021 we were voted the fastest growing business in the county.
Located in Folkestone our campus includes a shop, warehousing and offices where we fulfil orders for our 1000’s of clients who over the years have rated us excellent, we now have over 71,000 Trust Pilot reviews. We’re an ambitious company with an exciting expansion plan to grow even bigger.
Main Roles & Responsibilities:
- Data inputting across two systems
- Matching and coding invoices
- Supplier statement reconciliations
- Calculating supplier rebates
- Resolving supplier queries
- Liaise with suppliers, purchasers and warehouse to deal with any invoice queries on delivery’s and pricing
- Bank reconciliations
- Preparation of weekly pay run
- Expense claims and credit cards
- Banking
- Petty cash
- Adhoc financial projects and any other duties as required
Education & Experience:
- Must have previous Purchase Ledger experience within a similar industry
- Excellent knowledge of Excel and Sage accounting software
- Good attention to detail
- Excellent communication skills as will be required to communication both internally and externally
- ATT qualification advantageous but not essential
Benefits
- Competitive salary
- Bank Holidays off plus 20 days holiday increasing by 1 day every year of employment (up to a maximum of 5 days), with an additional day off on your birthday!
- Great pension scheme
- Use of on-site gym facilities
- High street discounts
- Regular social events
- WFD shop discount
Email wfd.jobs@wood-finishes-direct.com to apply for the role.
05/05/2022: Warehouse Operative [Fulfilled]
We have an exciting seasonal opportunity to join our ever-growing Warehouse team here at Wood Finishes Direct. In addition to being the market leader in our industry with a fantastic culture and work environment we are all dedicated to working together as one team. Our warehouses are based in Folkestone, Kent and we are the UK’s leading online retailer of wood finishing products.
This is a 6-month variable hours contract where you will be required to work anything from 0 – 40 hours a week as agreed with your Manager to suit the business needs.
There may be further opportunity for overtime in extremely busy periods. You will be required to work some early starts and Bank Holidays.
In addition to flexible candidates who can work 0-40 hours as required we are also seeking a number of candidates to work weekends only. Please specify your preference when applying.
Dependent upon both business and personal performance, there may be potential to secure a permanent contract.
Key responsibilities:
· Picking
· Packing
· General warehouse duties
· Stock taking
· Keeping aisles and goods in areas & desks clean & tidy
· Working directly with the section leads
Full training will be provided for all the above. Experience of working in warehouse environment will be a distinct advantage.
Required Skills:
· Ideally a minimum of 2 years warehouse operative experience, but not essential
· Strong communication skills and the ability to carry out instructions to a high standard
· Computer literate
· Ability to work within a team by providing friendly and helpful assistance to customers and co-workers
· Knowledge of warehouse Health and Safety is an advantage
· Strong attention to detail is essential
· Forklift license is an advantage
Personal Qualities:
· Confident, professional manner
· Able to communicate well
· A strong work ethic with a self-managed attitude
· Positive overall approach
· Hard working with a can-do attitude
· Proactive
Benefits:
· Uniform will be provided
· 28 days’ holiday pro rata in each holiday year (inclusive of UK bank and public holidays) at your normal basic rate of pay
· Use of on-site gym facilities (Age 18 and over)
· Ongoing training and support
Contact wfd.jobs@wood-finishes-direct.com to apply for the role.
