careers at ffx.co.uk

Careers


From its beginnings as a builder’s merchant in Folkestone, FFX has grown into one of the country’s leading on-line power tool, hand tool and accessories suppliers. Our customers range from the professional, the skilled craftsman, to the knowledgeable DIY-er.

Today FFX combines two trade counter locations with the most highly rated on-line offering in the industry. Growth has resulted in a recent move to a new 60,000 sq ft distribution centre in Lympne, Kent, and newly refurbished offices into which the head office and on-line business have moved.

We are currently building up our team of enthusiastic, passionate people that rise to any challenge and love being part of a successful company that is rapidly growing and where everyone plays their part. It’s an exciting time to join us and find yourself a place in our growing success story.


Returns Advisor

Job Title: Returns Advisor

Reports to: Returns Supervisor

Department: Customer Services

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

The main purpose of this role is to provide our customers with an exceptional level of service by dealing with all calls, emails and returned orders effectively, efficiently, accurately, and promptly.

This includes:

Managing own workloads in accordance with department SLA’s and ensuring there are no broken promises to customers.

Self-motivated to achieve great results across a number of KPI’s whilst playing an active role in recognising opportunities for improvements to own performance and department efficiencies.

Consistently demonstrating the guiding principle of “Nothing is too much trouble” in every customer contact, in line with our company vision of “the widest range of products, delivered quickly with great service, readily available and offered at a truly competitive price”.

Responsibilities:

  • To play an active role in contributing to the team and department targets across a number of KPI’s
  • To be flexible in working arrangements to ensure customer demands and business needs are met.
  • To ensure all promises made to internal and external customers are fulfilled, recognising queries reaching an agreed SLA timeframe and prioritising.
  • To take responsibility for resolving any customer issues, demonstrating a “nothing is too much trouble” approach at all times. Escalating issues to a manager where necessary.
  • To support the company vision through every customer contact
  • To provide an outstanding level of customer service, providing help and product advice as required whilst ensuring that all promises made to our customers are kept.
  • To liaise with relevant suppliers and manufacturers to resolve queries.
  • Taking responsibility for personal development, identifying training requirements and support needed.
  • To recognise and provide feedback on improvements that can be made to our service.
  • To take ownership for GRN’s raised and closed within business SLA.

The Individual

  • Good working knowledge of building materials, tools and fixings would be desirable.
  • Previous returns or warehouse experience.
  • Well-developed keyboard and PC skills.
  • Should be organised.
  • Ability to achieve targets and work to deadlines.
  • Flexible and adaptable to change.
  • Strong customer service ethos.
  • Able to work to a high degree of accuracy, often under pressure.
  • Must be Customer Focused.
  • Excellent communicator and phone manner.
  • Naturally adheres to the business brand values.
  • Enthusiastic and Self motivated.
  • A team player that can work well within or individually.

Education and Qualifications

  • Good standard of secondary education

These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required.

Tool Hire Supervisor

Job Title: Tool Hire Supervisor

Reports to: Branch Manager

Department: Trade Counter - Hire

Location: Folkestone, Kent

No of Direct Reports: 2

Job Description Summary:

To supervise the Hire Centre within FFX in a proactive manner, thus ensuring that the team provides an outstanding level of customer service in line with our company vision of “the widest range of products, delivered quickly with great service, readily available and offered at a truly competitive price”.

Responsibilities:

  • In conjunction with the Branch Manager, devise, agree and implement a business strategy for the Hire Centre such that growth targets are met year on year.
  • To introduce and supervise the running of any specialist services deemed necessary for the continued success of the business.
  • Driving the day to day growth of the business through building relationships internally and externally.
  • Building strong and lasting relationships with customers both on the phone and through face to face external visits, promoting the brand, products and services that we offer and generating ongoing revenue for the Branch.
  • To manage the team to ensure an excellent level of customer service is provided, offering help and product advice as required.
  • Attend monthly meetings with the Branch Manager to discuss progress within the Branch and Hire.
  • To schedule and oversee tasks, ensuring their completion; to supervise any training and give support to new employees to ensure their continued development.
  • To investigate and resolve any customer issues that the team has been unable to resolve (escalating where necessary to the Branch Manager).
  • To monitor constantly, make and implement plans, and ensure that Hire Centre is always displayed to maximise hire and sale business.
  • To monitor local competitive activity (including pricing) to ensure that FFX Hire remains the first port of call for all customers looking for any of the products we choose to hire.
  • Leading by example and ensuring that staff always adhere to company policies.
  • Supervision of computerised tills and cash reconciliation at the end of the day, ensuring that there are no cash and/or stock losses. This includes random checking of the CCTV footage.
  • Supervision of the Hire Centre to ensure it is clean and kept to the high standards expected by the Branch Manager.
  • Ensure the safety of self, colleagues and customers, by maintaining an up to date knowledge of Tool Hire H&S procedures and ensuring any maintenance meets the necessary standards and H&S certification is maintained.
  • Manage the ‘Makita Warranty Centre’ and ‘Paslode/Pulsa (ITW) Service Centre’; ensure staff keep to the standards required by accreditation across the management, ordering and documentation of spare parts, keep records of the diagnosis and repair costs and invoice the customer and/or manufacturer in an accurate and timely manner.
  • Diagnose and repair a variety of power tools, electrical and petrol machines, ensuring an excellent level of customer satisfaction is provided and documentation is immaculate at all times.
  • Liaison with customers both face to face and via email/phone advising on faults found and repair status.
  • Apply and control the flow of repairs through all stages including the fair application of the relevant manufacturer’s warranty criteria.
  • Identify and discard uneconomical repairs at point of inspection.

The Individual

Capability, Knowledge and Experience
  • Experience and relevant product knowledge, preferably within a hire business is a strong advantage.
  • Experience of managing, motivating, driving and developing employees such that they fulfil their potential and deliver results for the company.
  • Experience of working to and exceeding targets.
  • Delegation and organisation skills.
  • Previous experience in diagnosing and repairing a variety of tools and machines is essential.
  • Vehicle maintenance/mechanics experience would be desirable.
  • A good local network of contacts and strong customer service experience would be desirable.
  • Good IT skills.
  • Awareness and understanding of the importance of health and safety issues.
  • Full clean driving licence.
Education and Qualifications
  • None specified (this is a role that requires experience and judgement ahead of academic qualifications).
Personal Characteristics
  • Strong sales and proactive customer service ethos.
  • Excellent communication skills.
  • Ability to work under pressure.
  • Self-confident.
  • The ability to work quickly and accurately with excellent attention to detail.
  • Motivated and organised, and able to motivate, organise and drive the team.
  • Proactive with a high level of common sense and initiative.
  • Complete integrity and a commitment to the values of the business.

These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required.

Customer Services Advisor

Job Title: Customer Services Advisor

Reports to: Customer Services and Returns Supervisor

Department: Customer Services

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

The main purpose of this role is to provide our customers with an exceptional level of service, dealing with all calls and emails effectively, efficiently, accurately and promptly.

This includes managing workloads in accordance with department SLA’s, ensuring there are no broken promises to customers and consistently demonstrating the guiding principle of “nothing is too much trouble” in every customer contact to ensure we remain the first choice for professionals looking for fantastic product ranges that are immediately available at truly competitive prices.

Responsibilities:

  • Playing an active role in contributing to the team and department targets across a number of KPI’s.
  • Ensuring all promises made to internal and external customers are fulfilled within an agreed SLA timeframe.
  • Providing an outstanding level of customer service which includes providing help and product advice as required.
  • Liaising with relevant suppliers, couriers and manufacturers in relation to orders and/or queries.
  • Resolving all customer issues whilst demonstrating a “nothing is too much trouble” approach at all times.
  • Supporting the company vision through every customer contact.
  • Flexibility in working arrangements to ensure customer demands and business needs are met.
  • Escalating calls/issues to a manager where necessary.
  • Taking responsibility for personal development, identifying training requirements and support needed.
  • Recognising and providing feedback on improvements that can be made to improve efficiencies.

The Individual

Capability, Knowledge and Experience
  • Good working knowledge of building materials, hand and power tools, power tool accessories and fixings would be desirable.
  • Previous telephone and/or customer service experience.
  • Excellent communicator with a great phone manner.
  • Well-developed keyboard and PC skills.
  • Organised, able to prioritise and work to deadlines.
  • Self-motivated to achieve great results across a number of KPI’s.
  • Flexible and adaptable to change.
  • Strong customer service ethos.
  • Able to work to a high degree of accuracy, often under pressure.
  • Naturally adheres to the business brand values.
  • Enthusiastic and self-motivated.
  • A team player that can work well within a team or individually.
Education and Qualifications
  • Good standard of secondary education

These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required.

Warehouse Colleague

Job Title: Warehouse Colleague

Reports to: Warehouse Operations Manager/Supervisors

Department: Warehouse

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

To support and assist the depot management team to achieve the financial, operational and customer service objectives of the site.

Job Context:

The site provides contractual services and support to their e-commerce customers and stock transfers to FFX stores located in the south east.

Organisational Chart

  • Directors
  • Operations Manager
  • Supervisors
  • Warehouse Operatives
  • Stock control
  • Administration/Customer Services

Main Contacts:

Supervisors, Depot Management Team, Agency Staff, On Site Contractors

Main Tasks:

  • To accurately complete inbound, checking, picking, packing, despatch routines, both paper based and RF Scanning.
  • To carry out stock checks as required.
  • To accurately and safely prepare products for delivery and check and confirm as accurate and to report any discrepancies.
  • To accurately complete all appropriate documentation.
  • To use mechanical lifting equipment as required and trained for.
  • To undertake any other duties commensurate with the position as designated by the line manager.
  • To assist the site in meeting all KPI targets.
  • To maintain a high degree of housekeeping standards.

Key Responsibilities:

  • To ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons and to comply with the policies and procedures relating to health and safety within the Company.
  • To wear all PPE supplied by the company as suitable for the task, in the correct manner and as it was designed to be worn.
  • To report all accidents, near misses and/or dangerous occurrences to a member of management and to fully assist any member of Management with any subsequent investigations.
  • To report all/any breach of the company's Health and Safety procedures.
  • To report any instances of damage to product, property and equipment.
  • To be flexible and accept the training offered by the company and to attend any training courses.
  • To ensure that you are compliant with all the company's procedures.
  • To follow the company procedures for absence reporting
  • To only use equipment that you have been fully trained or hold a licence to operate.
  • To carry out each task as trained and in line with the company's Safe System of Work and Risk Assessments dictate.
  • To ensure that the standard of hygiene is maintained at all times.
  • To meet the standards of performance, behaviour and attendance as laid down by company policies and procedures.

Person Specific - Warehouse Operative

Essential skills / experience / qualifications
  • Physical fitness and the ability to work under pressure
  • FLT licence (Optional)
  • Able to work to detailed instructions
  • At least 6 months warehousing experience
Preferred skills / experience / qualifications
  • Numerate and literate
  • Knowledge of Health and Safety requirements
  • IT literate
Required Behaviours
  • Flexible approach to duties and hours of work
  • Strives to develop him/herself and the team
  • Able to work as one team
  • Open communicator
  • Customer focused

These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required.

Internal Sales Coordinator

Job Title: Internal Sales Coordinator

Reports to: Branch Manager

Department: Internal Sales

Location: Folkestone, Kent

No of Direct Reports: None

Job Description Summary:

Working in conjunction with the Branch Manager to increase the market penetration of the business in the local area and improve the value of account customer sales across the entire product portfolio, hand and power tools, accessories, fixings, general construction consumables and builder’s merchant products. Ultimately to improve the bottom line of a rapidly expanding retailer in line with our company vision of “the widest range of products, delivered quickly with great service, readily available and offered at a truly competitive price”.

Responsibilities

  • Providing a first class service to all FFX customers, including quotes turned round quickly and accurately, accurate and on time deliveries, and emails and phone calls returned within agreed timescales at all times.
  • Negotiating with customers and potential customers (and suppliers) via email/phone to maximise sales, and gross margin.
  • Researching product lines to ensure an excellent understanding of all product ranges in order to provide an exemplary level of service through good product knowledge.
  • Ordering and processing orders on the phone, email and via the internal system ensuring that all orders are dispatched to customers promptly and correctly.
  • In line with policy, researching and agreeing pricing margins on current product offers and promotions to be communicated to customers via email and phone resulting in the generation of sales and repeat business.
  • Proactively generating sales through careful targeting of potential customers, researching their needs and preparing proposals such that they buy through FFX.
  • Resurrecting lapsed customers by reviewing past orders and proposing new offers based on their needs.
  • Working closely with the Sales Reps to develop business, manage customer accounts and process everyday Sales Reps orders.
  • Day to day duties, including filing, taking phone calls (and messages), answering emails, calling suppliers for costs, calling and emailing the technical sales team, calling and emailing customers, checking on deliveries in to FFX and out to customers and providing back-up in the Sales Office as requested.
  • General administration not covered above.

The Individual

Capability, Knowledge and Experience
  • Previous telephone sales experience within a Builders Merchant with a proven track record of revenue generation.
  • Good product knowledge across fixings, fasteners, power tools and accessories, hand tools and builder’s merchant type products.
  • A willingness to learn where there are product knowledge gaps.
  • Good IT/system skills; proficient in Word and Excel.
  • Business acumen and commercially aware.
Education and Qualifications
  • Good secondary education.
Personal Characteristics
  • Strong customer service ethos.
  • The ability to influence at all levels with strong negotiation skills.
  • Excellent and accurate communication skills – verbal and written.
  • Ability to think outside the box.
  • The ability to work under pressure, quickly and accurately.
  • Self-motivated with desire to achieve and excellent organisation skills.
  • Proactive with a high level of common sense.
  • Commercially aware with excellent ability to understand and interpret market information.
  • Strong numeracy and literacy skills with great attention to detail.
  • Resilient personality, able to forge strong relationships and instil trust in customers over the phone.
  • A team player willing to complete the mundane tasks for the greater good of the team.

These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required.


If you want to work for FFX in the future, please submit your CV and let us know you're interested in a future role. We always want to talk to qualified people, and we'll make time for a chat with you even if we're not ready to hire just yet.

Please send your applications and CVs to jobs@ffx.co.uk

Be Clear
Be Passionate
Be Responsible
Be Visionary
Be Part Of Our Community