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.


CS and Returns Support Specialist

Job Title: CS and Returns Support Specialist

Reports to: CS and Returns Supervisor

Department: Customer Services

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

Supporting the Customer Service and Returns Supervisor, in managing various off phone functions within CS and Returns. Collating and owning the various functions and overseeing the smooth running of each function to ensure the customer experience and business efficiency is constantly being improved upon.

Recognising improvements through trend analysis and communicating the results or improvements to our associated couriers, suppliers and internal departments is key to the success of this role.

Contributing a fantastic level of customer service to ensure we remain the first choice for professionals looking for fantastic product ranges that are immediately available at truly competitive prices.

Responsibilities:

  • Consistently demonstrating and adhering to the brand values at all times.
  • Planning the day to ensure all functions are prioritised accordingly and providing clear communication of expectations and results.
  • Playing an active role to ensure KPI’s are recognised and understood by the team.
  • Analysing, interpreting and discussing trend reports with the CS and Returns Supervisor whilst driving improvements.
  • To be a source of expertise providing support to colleagues and being the first point of escalation providing technical guidance, knowledge and direction as appropriate and in line with the agreed procedures.
  • Liaising with Technical Manager and/or the Trading team where in-depth product information is required.
  • To take responsibility for managing own personal development and maintaining level of expertise and knowledge.
  • Ensuring the CS and Returns training folder is maintained and updated with any change to processes or procedures. Also, ensuring any changes made are communicated to CS and Returns.
  • To be a source of insight to the rest of the business in terms of customer feedback, supplier feedback, courier feedback and processes. Recognise improvements that can be made to the customer journey and business efficiency.
  • To assist with compiling and distributing weekly reporting to show the progress of the team and department K.P.I.s
  • Own the GRN process to ensure GRN’s revenue is kept below £40K and turned around within 28 days. Recognise and liaise with suppliers and other areas of the business to drive through improvements.
  • Oversee a smooth customer experience for warranty repairs with our suppliers, chasing suppliers and communicating any delays to customers.
  • Being the main point of contact for all DPD queries. Ensure DPD investigations are taken ownership for and concluded in a timely manner, with exceptions trends identified for improvements.
  • Processing and resolving eBay and PayPal cases within 24hrs. Provide regular reporting to show detail of cases raised, the volume, value, success and future improvements required.
  • Ensure Royal Mail claims are processed and resolved weekly. Provide regular reporting to show detail of success and recommendations for improvements.
  • Fully investigate, log and link all fraud accounts. Liaise with Finance to prevent any financial loss to the business.
  • Recognising training requirements for individuals and assisting with training on gaps and future changes made to procedures.
  • Assisting with inbound customer service functions as and when required.

The Individual

Capability, Knowledge and Experience
  • Good working knowledge of power tools and accessories, hand tools, building materials and fixings.
  • Well-developed keyboard and PC skills.
  • Organised and able to work to a high degree of accuracy, often under pressure.
  • 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.
  • Enthusiastic and self-motivated.
  • Can complete all functions within the team.
  • A thorough understanding of eBay and PayPal
  • Commitment to correct use of the English language in all communication, internal and external.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Team leaders may be required to undertake additional duties, responsibilities and projects as appropriate.

CS and Returns Team Leader

Job Title: CS and Returns Team Leader

Reports to: CS and Returns Supervisor

Department: Customer Services

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

Supporting the Customer Service and Returns Supervisor in managing the call flow to ensure 97% CAR is achieved, whilst ensuring that email enquiries (both Outlook and eBay) are responded to within SLA’s, while delivering an expert level of service and support to our customers. Assisting and supporting advisors across CS and returns in day to day tasks, recognising trends, training and additional support required to help fulfil potential.

Ensuring a balanced approach for dealing with the workflow across all functions within CS and Returns, contributing to a fantastic level of Customer Service.

Ensure we remain the first choice for professionals looking for fantastic product ranges that are immediately available at truly competitive prices.

Responsibilities:

  • Consistently demonstrating and adhering to the brand values at all times.
  • Planning the day to ensure all functions are prioritised accordingly and providing clear communication of expectations and results.
  • Playing an active role to ensure K.P.I.s are recognised and understood by the team.
  • Analysing, interpreting and discussing trend reports with the CS and Returns Supervisor and the team, whilst driving improvements.
  • Taking an active role in department improvement strategies which includes recognising and discussing new ideas and efficiencies within the team and the business.
  • To be a source of expertise providing support to colleagues and being the first point of escalation providing technical guidance, knowledge and direction as appropriate and in line with the agreed procedures.
  • Liaising with Technical Manager and/or the Trading team where in-depth product information is required.
  • Dealing with Inbound customer service functions to ensure K.P.I.s are achieved.
  • To investigate all potential cancellations of orders to ensure every step has been taken to prevent the need of cancelling. Identifying trends and providing feedback to colleagues and other areas of the business.
  • Investigating and responding to all 1 – 3* Trustpilot reviews in a professional yet human manner and within 48hrs of receipt. Providing reporting and analysis to make recommendations for improvements.
  • To deputise in support of CS and Returns Supervisor when required.
  • To coach and guide other staff with less experience.
  • To take responsibility for managing own personal development and maintaining level of expertise and knowledge.
  • Ensuring the CS and Returns training folder is maintained and updated with any change to processes or procedures. Also, ensuring any changes made are communicated to CS and Returns.
  • To recognise and provide feedback on improvements that can be made to the customer journey.
  • To assist with compiling and distributing weekly reporting to show the progress of the team and department K.P.I.s
  • Take ownership for the CS wall display, using the wall as a motivational tool displaying; team and individual performance, fun and informative information.

The Individual

Capability, Knowledge and Experience
  • Good working knowledge of power tools and accessories, hand tools, building materials and fixings.
  • Well-developed keyboard and PC skills.
  • Organised and able to work to a high degree of accuracy, often under pressure.
  • Ability to achieve targets and work to deadlines.
  • Flexible and adaptable to change.
  • Strong customer service ethos.
  • Must be customer focused.
  • Excellent communicator and phone manner.
  • Naturally adheres to the business brand values.
  • Enthusiastic and self-motivated.
  • Can complete all functions within the team.
  • Enthusiastic and self-motivated.
  • Can communicate effectively with senior management.
  • Previous experience of managing and coaching a team.
  • Commitment to correct use of the English language in all communication, internal and external.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Team leaders may be required to undertake additional duties, responsibilities and projects as appropriate.

Internal Sales Processor/Administrator

Job Title: Internal Sales Processor/Administrator

Reports to: Senior Fixings Buyer (and ultimately to Technical Sales Manager)

Department: Technical Sales

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

Working in conjunction with the Technical Sales team providing our customers with an exceptional level of service by keeping them up to date with delivery information via email and over the phone.

Responsibilities:

  • Liaising with the Technical Sales team throughout the day, both over the phone and via email.
  • Taking down orders phoned through by Technical Sales, entering orders onto the system as delegated by the Internal Sales Co-ordinators and as required by the team.
  • Highlighting any stock issues arising as a result of customer orders to the Technical Buying team. Liaison with the Warehouse on problems and helping to resolve these with the Technical Sales team.
  • Following up on any stock due in to ensure that all orders are completed and delivered to customers in a timely fashion as per their requirements.
  • Consistently demonstrating and adhering to the brand values at all times.

The Individual

Capability, Knowledge and Experience
  • Previous administration experience.
  • Good IT/system skills; proficient in Word and Excel.
  • Well-developed typing and PC skills.
  • Previous sales order processing/customer service experience within a Builders Merchant or Fixings supply company would be an advantage.
Education and Qualifications
  • Good secondary education
Personal Characteristics
  • Strong customer service ethos with a willingness to go above and beyond to ensure 100% customer satisfaction.
  • 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.
  • Very strong attention to detail. This is a role where the smallest mistake can lead to serious consequences.
  • Resilient personality, able to forge strong relationships and instil trust in customers over the phone.
  • A team player.

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.

Front End Web Developer

Job Title: Front End Web Developer

Reports to: Development Director

Department: Development/IT

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

The Web Developer’s primary role will be to create and maintain the front end of the company websites, marketplace pages and the EPOS system. Responsibilities include the translation of UX designs to code to produce the web pages and working in conjunction with the Marketing Department to bridge the gap between graphic design and the technical elements, taking an active part in how the website pages look and work.

Responsibilities:

  • Create, upload, manage and optimise the web pages on the company websites
  • Create, upload, manage and optimise marketplace pages
  • Improve UX in collaboration with the design and marketing team
  • Propose and design as necessary any new features
  • Upload and manage banners and other marketing media/promotional activity
  • Optimise the website for speed and scalability
  • Work with team members and other departments to propose new ideas and the implementation of agreed developments
  • Ensure all user inputs are validated before submitting to the back end
  • Ensure robust testing process before delivery to live environment to ensure no downtime
  • Ensure website is tested and optimised on desktops, tablets and phones on agreed web browsers
  • Propose innovations, ideas and new opportunities.
  • Identify and resolve issues on the website and legacy systems
  • Develop and maintain the EPOS system
  • Any other reasonable duties as required
  • Consistently demonstrating and adhering to the brand values at all times.

The Individual

Capability, Knowledge and Experience
  • Proficient understanding of web markup, including HTML5, CSS3
  • Good understanding of C-sharp, DOT NET, ND-SQL, DB (MONGO, REDIS)
  • Proficient understanding of client-side scripting and JavaScript frameworks, including jQuery
  • Proficient understanding of cross browser compatibility issues
  • Good understanding of SEO principles
  • Familiarity with source code control systems e.g. GIT
Education and Qualifications
  • Degree educated in web development
  • QBE with at least 3 years’ experience in a similar role
Personal Characteristics
  • Excellent communication skills
  • Reliable and professional
  • Can do attitude
  • Ability to prioritise and work under pressure
  • Planned, organised and efficient
  • The ability to work quickly and accurately with excellent attention to detail.
  • Strong team player, whilst able to use own initiative and to work with limited supervision.
  • Naturally adheres to the business brand values.

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.

Channel Manager - eBay

Job Title: Channel Manager - eBay

Reports to: Marketing Manager

Department: Marketing & Advertising

Location: Lympne, Kent

No of Direct Reports: 1

Job Description Summary:

To manage FFX’s sales and marketing activity through eBay.

Identification and delivery of promotional opportunities for maximising and growing sales on the eBay platform.

Management of all advertising, content management, competitor analysis and conversion activity.

Grow sales in line with business targets.

Responsibilities:

  • Liaise and negotiate with eBay to maximise the exposure of FFX products cost effectively.
  • Create and deliver key campaigns and an on-going promotional schedule to coordinate activity within agreed timescales and to budget.
  • Ensure creative requirements are delivered on time.
  • Identify opportunities for enhancing sales and proposing how best to take advantage of these.
  • Manage promoted listings, highline search adverts and the FFX shop front.
  • Oversee the maintenance, quality and execution of product feeds to ensure listings and pricing are accurate and in line with FFX objectives.
  • Liaise with other internal departments to ensure each aspect of our distribution through eBay is providing excellent customer service and maintaining the necessary standards. Drawing attention of any concerns to the Marketing Manager.
  • Manage one marketplace administrator and provide cover for them in maintaining product listings on eBay.
  • Investigate new marketplaces and make recommendations to management as to their adoption by FFX.
  • Consistently demonstrating and adhering to the brand values at all times.

The Individual

Capability, Knowledge and Experience
  • At least 3 years commercial experience.
  • Previous experience of managing promotions on digital marketplaces.
  • Strong negotiation and persuasion skills.
  • Previous experience of managing others would be desirable.
  • A thorough understanding of eBay.
  • Previous experience of managing high-volume product feeds to marketplaces.
  • An understanding of product management principles.
Education and Qualifications
  • Good standard of secondary education/Graduate calibre.
Personal Characteristics
  • Commercially astute
  • Presentable and capable of representing FFX in key meetings
  • Collaborative skills and the ability to work closely with colleagues.
  • Motivated and organised.
  • A proactive approach with a determination to do what it takes to succeed.
  • An attitude to work that provides for flexibility to get the job done regardless.

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.

Programmer

Job Title: Programmer

Reports to: Development Director

Department: Development

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

To design and code functional programs and applications and to write “clean” code to produce fully functional software applications according to business requirements.

Responsibilities:

  • Understand internal requirements and how they translate in application features.
  • Collaborate with a team of IT professionals to set specifications for new applications.
  • Design creative prototypes according to specifications.
  • Write high quality source code to program complete applications within deadlines.
  • Maintain existing interfaces with third party application IFS.
  • Perform unit and integration testing before launch.
  • Conduct functional and non-functional testing.
  • Troubleshoot and debug applications.
  • Evaluate existing applications to reprogram, update and add new features.
  • Develop technical documents and user guides to accurately represent application design and code (published in our Wiki).
  • Develop operational documentation and provide subsequent support, reporting and training for users.
  • Maintaining the systems once they are up and running.
  • Analysing user requirements.
  • Researching, designing and writing new software programs.
  • Developing existing programs by analysing and identifying areas for modification.
  • Integrating existing software products and getting incompatible platforms to work together.
  • Writing and testing code and then refining and rewriting as necessary.
  • Working closely with other staff, such designers, developers, sales and marketing.
  • Consistently demonstrating and adhering to the brand values at all times.

The Individual

Capability, Knowledge and Experience
  • Knowledge of C# dot net, JavaScript (React, JQuery etc…), SQL Server (T-SQL), No-SQL DB (Mongo, Redis). Some knowledge of Python and Android Development would be advantageous. Familiar with a variety of operating systems and platforms (Windows 7-10, Server 2012+) and Oracle (PLSQL).
  • Familiarity with source code control systems, e.g. Git.
  • Effective project and time management skills.
  • Proven experience in a commercial environment is essential.
Education and Qualifications
  • • MSc in computer science/Information technology or related degree is essential.
Personal Characteristics
  • Strong analytical skills.
  • Creative vision with the ability to “think outside the box”.
  • Strong team player whilst able to use own initiative and to work with limited supervision.
  • Ability to work under pressure and to manage own workload.
  • Be able to multitask and resolve problems efficiently.
  • Maintain knowledge and skills in current industry development.
  • Excellent technical skills.
  • Proactive, can-do attitude.
  • Ability to adapt with organisational changes.
  • Good communication skills.
  • Reliable and professional.
  • Eager to learn and to progress.

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.

Consistently demonstrating and adhering to the brand values at all times

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 to be undertaken.

Technical Salesman

Job Title: Technical Salesman

Reports to: Technical Sales Manager

Department: Sales

Location: Home based, areas across London and the South East (Head office: Lympne, Kent)

No of Direct Reports: None

Job Description Summary:

Working in conjunction with the Technical Sales Manager and other local FFX Technical Salesmen to increase the market penetration of the business in the London market and various territories across the South East, and improve the value of account customer sales with a focus on fixings, but including the entire product portfolio, power tools and accessories, hand tools, fixings, and general construction consumables. Ultimately to improve the bottom line of a rapidly expanding retailer which is the first choice for professionals looking for fantastic product ranges that are immediately available at truly competitive prices.

Responsibilities:

The business to business sales of the full fixings range of products in the FFX portfolio to the construction sector in Greater London (actual territory to be confirmed) to customers ranging from the larger building contractors, through specialist sub-contractors, to specialist concrete frame firms, cladding companies and dry liners, to name a few, working in – or headquartered in – the area.

Researching the market, compiling a database of target companies, making appointments to visit buyers and/or owners at head office level, and visiting construction sites in the area where the company is based outside the area, and selling the full range of products.

Monitoring competitor activity and feeding back any pertinent competitor activity including new products being offered, prices where available and general marketing activity in the area.

Building relationships with key customers such that the relationship itself, with the back-up of excellent customer service, ready availability, excellent and timely delivery become more important than price alone.

Negotiations with suppliers to maximise sales, profit and margin for any specified products sold by the supplier but requiring a point of distribution through which to fulfil the sale.

Presenting the products favourably, in a professional and structured manner, in face-to-face meetings and via correspondence (email, letter), understanding the customer’s requirements and developing sets of terms specific to the needs of any given customer (e.g. a dry lining contractor will require a different set of products to a brick layer).

Forecasting sales across the territory when requested to do so; meeting daily, monthly and annual sales targets and encouraging the move to FFX being the sole supplier among all customers.

Working in partnership with suppliers on open days, promotional drives and training days to promote the sales of that given supplier.

Attending training courses and gaining CSCS approval to enable sites to be visited; attending training on abrasives, gas tools and diamond blade use and being able to ‘train to train’ operatives in customer’s companies.

Gaining technical proficiency in anchors and working with the FFX Technical & Training Manager to provide the optimum solution to any given customer’s precise requirements; assisting customers by ‘value engineering’ so as to switch the customer from the product specified to a better value alternative from FFX (e.g. switching a customer from Hilti to FFX resin).

Producing reports as required.

Representing the Company at trade exhibitions and shows.

Reviewing and keeping up to date with external markets to ensure the business remains ahead of our competitors

The Individual

Capability, Knowledge and Experience
  • Previous experience selling fixings, PTAs and general construction consumable products.
  • Good knowledge of the range and diversity of construction fixings in the market.
  • A sound understanding of their use and application on site.
  • Effective project and time management skills.
  • At least 5 years in commercial environment is essential.
  • Strong business acumen and commercially aware.
  • Good IT/system skills.
Education and Qualifications
  • Good level of secondary education.
Personal characteristics
  • Strong negotiation and analytical skills, highly numerate with excellent attention to detail.
  • Commercially sound with ability to understand and interpret market information.
  • Excellent interpersonal skills, with the right levels of drive and patience.
  • Creative vision with the ability to “think outside the box”.
  • Strong team player and self-motivated with a very strong desire to achieve.
  • Ability to work under pressure and to manage own workload.
  • Be able to multitask and resolve problems efficiently.
  • Strong literacy skills.
  • Good communication skills.
  • Reliable and professional with the necessary perseverance to remain on course.

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

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