Lawsons (Whetstone) Ltd
Telesales
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About Lawsons
Lawsons is the UK’s largest independent supplier of fencing, timber and building materials. Established in 1921, we operate across London and the South East of England with over 35 branches, more than 700 employees and a turnover of £165 million. We are committed to delivering high quality products and exceptional service to both trade and retail customers.
Role Overview
We are recruiting a Telesales colleague to join our Salfords branch. This is an office-based, customer-facing sales role focused on inbound and outbound telephone sales to trade and retail customers. The successful candidate will handle customer enquiries, process orders, provide product information and advice, develop customer relationships, and work closely with branch and delivery teams to ensure excellent service levels.
Key Responsibilities
- Answer inbound sales and service calls promptly, dealing with customer enquiries professionally and efficiently.
- Make outbound calls to follow up leads, convert enquiries into sales and support account retention activities.
- Process orders accurately using company systems, ensuring correct pricing, stock availability and delivery instructions.
- Provide clear product information and basic technical guidance on timber, fencing and building materials, escalating complex queries to appropriate colleagues.
- Liaise with the branch, transport and warehouse teams to coordinate deliveries, collections and special requests.
- Maintain customer records and update CRM systems with accurate order and contact information.
- Achieve individual and team sales targets and contribute to continuous improvement of telesales processes.
- Handle customer complaints and returns in line with company procedures, seeking resolution and maintaining customer satisfaction.
- Support ad hoc branch duties and promotional campaigns as required.
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Person Specification
- Proven telesales or customer service experience, essentially within builders merchants, trade supplies or a related retail environment.
- Confident telephone manner with strong verbal communication skills and the ability to build rapport quickly.
- Good numeracy and attention to detail to process orders, handle payments and manage stock queries accurately.
- Customer-focused, polite and professional approach when representing the company at all times.
- Ability to work effectively under pressure, manage competing priorities and meet sales and service targets.
- Proficient IT skills, including experience with CRM systems, MS Office and the ability to learn bespoke order processing systems.
- Reliable, flexible and punctual with good teamworking skills and the ability to liaise with branch and transport colleagues.
- Willingness to undertake product training and development to improve technical knowledge and sales performance.
Working Hours, Salary and Benefits
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- Full-time, permanent position based at our Salfords branch.
- Typical hours are Monday to Friday 07.15 - 17.00, plus 1 in 3 Saturdays 08.00 - 12.00. Specific shift pattern to be confirmed at interview.
- Competitive salary – salary to be confirmed at interview based on experience (£33,000 - £36,000)
- 25 days holiday per year plus bank holidays and an additional celebration day, rising with service in line with company policy.
- Company pension scheme and Death in Service cover.
- Employee Assistance Programme and access to Online GP services.
- Comprehensive induction, ongoing training and genuine progression opportunities within Lawsons, including branch and commercial development.
Why Join Lawsons?
- Be part of a well-established, family-owned company with a strong local reputation.
- Work in a supportive, team-focused environment where customer service and commercial skills are valued.
- Develop your career through structured training and clear progression pathways across our branch network.
- Play an important role in delivering outstanding service to trade and retail customers in Salfords and the surrounding area.
Lawsons is an equal opportunities employer and welcomes applications from all suitably qualified candidates. If you have strong telesales experience, a customer-focused attitude and a desire to develop within a successful builders merchants business, we would like to hear from you. #MP
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