We are Hiring!

We are Hiring!

 

Business overview

Green Man Stoves is a small company with a public showroom in Weston-under-Penyard. We retail solid fuel (wood and multifuel) appliances, chimney lining and chimney systems, stove consumables and fireside accessories from the showroom and undertake fireplace ‘works’, install stoves and chimney liners in, largely domestic dwellings. We also provide maintenance services – flue sweeping, stove servicing. Our customers are largely domestic homeowners or landlords and we also work for some commercial entities – Edenstone housing group is the biggest, with some smaller Master Builders.

Role title

Customer Relations Administrator

Type of role

Administrative/Sales/Colleague and Customer Support

Working pattern

30 hours per week over 5 days a week and alternate Saturday mornings.

Location

Showroom based. Very occasional requirement to attend local jobs with the installation team for learning purposes.

Overview of function

This is a key role at the core of our operation. It is the link between our customers and the fulfilment of their installations and/or purchases. The role involves interaction between our customers, management, colleagues, and our installation team and works closely on a day to day basis with the business owner.

Role Purpose

The Customer Relations Administrator ensures prompt and accurate diary organisation, product ordering, job paperwork processing and invoicing of our customer inspections, installations, and maintenance appointments.

The role is reactive to incoming customer enquiries online, via the telephone and in person, but will require a proactive attitude towards learning about the industry in order to make showroom sales and/or proffer advice and solutions to new and existing customers and to generate forward booking maintenance and showroom sales from existing customers.

In time there will be an opportunity to learn to generate Chimney Inspection Reports and customer quotes. As a small business, your initiative will help improve our processes and efficiency.

Responsibilities and Tasks

 

·     Responding to retail and business customers by phone, email or in person.

·     Booking appointments in the online diary for inspections, installations and maintenance.

·     Organising customer online folders with documents, photographs and chimney CCTV footage.

·     Processing customer job paperwork

·     Processing customer payments

·     Raising invoices and credits

·     Liaising with the installation team

·     Liaising with suppliers

·     Ensuring all required parts and products for each job are in stock or ordered.

·     Advising customers about our products, chimney health and safety, the latest legislation and regulations, and the correct selection, maintenance and operation of appliances via email, on the telephone or in person.

·     Showroom and stockroom organisation and general tidying

·     Lighting, tending and cleaning stoves in the showroom.

·     Showroom displays – including ordering showroom consumables and fireside accessories stock.

·     Other general administrative duties as required.

·     To periodically attend customer jobs with the installation team to observe and learn.

 

Person specification. Essential Skills

 

Administrative

·       Efficient, accurate and proactive working style

·       Structured and organised; effective time management

·       Confident telephone manner

·       Numerate and Literate

Thinking

·       Strong commercial acumen

·       A problem solver with the ability to think laterally and appreciate the wider picture

Interpersonal

·       A strong team player, willing to role sleeves up and do what needs to be done.

Communication

·       Communicate effectively - friendly but professional and articulate interpersonal style

Motivation

·       Self-motivated, goal orientated and disciplined, seeing jobs through to conclusion

Self-Management

·       Enjoy responsibility and demonstrate the drive and initiative to work independently

·       Willing to learn, versatile and flexible re: taking on additional activities when necessary

·       Willing to seek and accept help, suggestions, advice, and training when needed or offered.

·       Willing to take personal responsibility for and learning from, own actions.

 

Person specification. Desired Skills

 

Interpersonal

·       Proactive relationship builder, comfortable advising and influencing customers

Motivation

·       Desire to progress and open to new role opportunities.

·       A wish to develop new skills and take on additional responsibilities

 

Management of people

Nil

Key interactions

·       Business owner

·       Installation staff

·       Other admin staff

·       New and existing customers

·       Suppliers

Accountabilities

The role is accountable to the Business Owner

Performance metrics

·       Accuracy and efficiency of data entry

·       Effectiveness of customer contact

·       Effectiveness of colleague cooperation and support

Mandatory qualifications, knowledge and experience

·       Experience in MS Outlook

·       Extensive knowledge and experience of MS Office, (primarily Word and Excel)

·       Experience of internet use

·       Experience of telephone use

·       Experience of customer service

Desired qualifications and knowledge

Familiarity with the stove, chimney and solid fuel industry

Specific training requirements

Formal training in customer service would be an advantage.

 

Apply Here: info@greenmanstoves.co.uk