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Lead Coordinator

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City Plumbing

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Location:
United Kingdom , Crick

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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 will play a vital role 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 is a pivotal role in optimising our online booking process and enhancing the customer journey. You'll be the crucial link between our online customers and our 280+ branches, ensuring seamless transitions and maximising sales opportunities.

Job Responsibility:

  • 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

Requirements:

  • Proficient using Google email, Google sheets, and Google documents, or Microsoft equivalent
  • Good computer and numerical skills
  • Experience in a service or call centre or customer service environment specifically taking telephone calls and dealing with inbound and outbound emails
  • Confidence to learn new systems and processes
  • Competent in dealing with customers, and external suppliers and carriers
  • High standard of written English and a great, personable telephone manner
  • Positive, can do attitude, and enjoy working as part of a team
  • Able to have difficult conversations and use complaint handling experience
What we offer:
  • 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
  • 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

Additional Information:

Job Posted:
February 01, 2026

Expiration:
February 12, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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