LIVE CHAT/TELESALES AGENT
£27,500 + POTENTIAL BONUS £1,200 = £27,800 PA
FULL TIME, PERMANENT, HYBRID

JOB OVERVIEW

We are looking for a friendly, confident and commercially minded Live Chat/Telesales Agent within the Flooring Industry. You will help customers explore options through live chat and telephone conversations, understand their needs and turn enquiries into appointments and sales. This is a customer-focused role in which excellent communication, product curiosity and an enthusiastic approach make a real difference.

WORKING PATTERN

Working 3 days a week in our Staines offices and 2 days a week from home. You would be working Monday to Friday 9 to 5, including Bank Holidays. You would also work 1 Saturday in 4, also 9 to 5 and would have a day off that week to compensate for that.

ROLE PURPOSE

To deliver a helpful, personal and efficient customer experience across live chat and telephone channels. You will guide customers from their initial enquiry through to the most appropriate next step, including booking consultations, arranging measures, providing product information and supporting the sales journey.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer enquiries through live chat and telephone.
• Using social media to respond to our customers for the world to view our amazing service.
• Ask effective questions to understand customers’ rooms, flooring preferences, budget and timescales.
• Explain our products, services and customer journey clearly and accurately.
• Convert enquiries into qualified appointments, home visits, store visits or sales opportunities.
• Record customer details and conversation outcomes accurately in relevant systems.
• Work closely with stores and other teams to ensure smooth handovers and effective follow-up.
• Handle questions or concerns calmly, taking ownership and escalating where appropriate.
• Keep product, promotional and process knowledge up to date and follow all company procedures, including data protection requirements.

ABOUT YOU

• Confident, warm and engaging.
• Multi-tasking is an absolute must.
• Excellent written and verbal communication skills.
• A natural ability to build rapport and create trust without face-to-face contact.
• A proactive mindset, with the confidence to recommend solutions and ask for the next step.
• Strong listening, questioning and problem-solving skills.
• Good keyboard skills and the ability to manage several digital conversations accurately.
• Organised and comfortable working to targets in a busy, customer-led environment.
• Reliable, adaptable and able to work collaboratively as part of a team.
• Previous experience in telesales, contact centres, retail, customer service or live chat is desirable; full training can be provided.
• An ability to manage your time and deliver in a remote/hybrid working environment
• Carpet experience desired but not essential.

WHAT SUCCESS LOOKS LIKE

• Customers receive quick, friendly and knowledgeable support.
• Enquiries are converted into high-quality appointments and sales opportunities.
• Customer records and handovers are complete and accurate.
• Individual and team service, quality and commercial targets are consistently achieved.