Job Description

Xpress Fuel is a fast growing fuel supplier, providing fuel cards and bulk fuel deliveries across the UK within a 24 - 48 hour turn around.

With multiple offices around the UK, our sales have grown rapidly and we are now looking to expand our team of people - could you be the person we are looking for?

Be part of our ambitious 5-year plan in re-affirming our commitment to creating innovative products and establishing the Xpress Fuel brand as the leading fuel brands in the UK. Our people are what makes Xpress Fuel - embark on your journey with us and experience being part of the next chapter.

Role Overview

You will be responsible for assisting the Head of Commercial Sales & Procurement of Xpress Fuel to manage the performance and development of the Xpress sales & customer service channels, ensuring that phone sales, customer service levels, and KPIs are consistently met and exceeded. You will oversee key service, sales and systems to deliver the highest levels of customer support.

Collaborating closely with all internal teams, you will help foster a positive, customer-centric, and collaborative culture within the group. Your role will be pivotal in improving operating efficiencies, driving sales activity and maximising commercial opportunities to support the company’s growth aspirations of doubling profitable sales revenue over the next 5 years.

This is an opportunity to drive change, take a leading role and contribute to the successful growth of our Xpress Fuel brand and yourself professionally. The role is hands on, and the early developments of the role will be identifying skills and technology gaps to then develop the team for managing business growth.

Key Responsibilities

Sales & Marketing

Develop and implement a comprehensive strategy for the Xpress Fuel Sales & Customer Service channel, focusing on sales initiatives, service level processes, and scalable growth.
Drive sales activity to maximise commercial opportunities and contribute to profitability.
Manage and grow new and existing customer activity through telephone, mobile, email, webchat, and reporting channels.
Ensure prompt and professional responses to all sales leads, quotes, abandoned baskets, and inbound to maximise sales and service performance.
Implement, develop and manage relevant operational KPIs for the department.
Collaborate with the Marketing department on marketing initiatives, ensuring alignment with the overall marketing plan and budget.
Develop and maintain a comprehensive customer database, supported by activity reports and analysis.

Processes & Systems

Engage with key stakeholders to develop and implement process improvements.
Collaborate with IT and other departments to enhance internal systems for better data processing, ordering, sales analysis, reporting, and customer service levels.
Handle complaints and work with other departments for escalations and resolutions
Identify and implement ways to improve efficiency and customer service using technology & systems.

Resource / People Management

Oversee the recruitment, training, and development of personnel across all sales and customer service teams, considering the seasonality trends of the business model.
Ensure comprehensive induction, training, and personal development plans for all departmental staff.
Monitor and manage personnel performance, HR processes, and overall wellbeing.

Culture & Communication

Work with the wider team to establish a positive, customer-centric, and collaborative culture across the group.
Contribute to the companys goals and objectives, aiming to improve market share via Xpress Fuel brand visibility, customer satisfaction, and productivity.
Maintain clear and effective communication with all relevant internal departments.

KPI's

Sales (vs Targets), Refunds (vs Targets), Service Levels (vs Targets)

Examples; Time in queue/abandonment, Calls/ Emails presented, Average handle time, First response time etc

Customer Feedback, Ratings and Lifetime value (social media/ Trustpilot)
Team Retention & Development

Skills & Experience

Proven experience in managing sales and customer service teams, preferably a contact centre environment within retail or home improvement sectors.
Excellent communication and interpersonal skills
Ability to drive sales and maximise commercial opportunities
Proficiency in managing and developing internal systems and processes
Strong leadership and people management ability
Growth mindset, can do attitude and willingness to deliver results to improve customer experiences and long term business performance.

WHAT CAN WE OFFER?

Modern and friendly working environment
Competitive Salary between £30,000 and £40,000 DOE with a quarterly performance bonus

Alexander Knight Recruitment

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