Job Description
Orders Advisors & Team Leader
Elland (Hybrid)
Competitive Salary, plus bonus & benefits
Our vision is to Create Better Places and Futures for Everyone; Socially, Environmentally and Economically. For us, these aren’t words on paper. This is our powerful and purposeful statement that guides our actions and ignites a passion in every one of us. We’ve been paving the way since 1890. Our passion for our products and customers has made us a Superbrand that is synonymous with quality; supplying prestigious landmarks such as Trafalgar Square, while also caring for the environment and communities in which we operate.
Within Marshalls Landscape Products we are now looking for an Orders Advisor & Team Leader to inspire and support our team of Order Advisors, ensuring our customers receive a first-class experience from order to delivery while driving performance, continuous improvement and teamwork.
If you're someone who enjoys leading people but still likes being involved in the day-to-day operation, this could be the perfect role for you.
So, what’s the mission?
You'll be responsible for leading a team of Order Advisors, ensuring workloads are organised, service levels are achieved and customers receive an outstanding experience from order through to delivery.
Alongside leading the team, you'll remain hands-on by supporting with customer orders, resolving complex enquiries and helping the team manage busy periods.
You'll be responsible for:
- Leading, coaching and developing a team of Order Advisors to deliver excellent customer service.
- Organising workloads and resources to ensure customer demand is met.
- Monitoring team performance against key operational metrics and taking action where improvements are needed.
- Supporting the team with escalated customer enquiries, delivery issues, returns and after-sales queries.
- Processing customer orders accurately and supporting with complex or high-priority orders when required.
- Proactively managing customer orders, deliveries and site bookings to ensure projects stay on track.
- Working closely with Internal and External Sales teams to identify opportunities and support sales growth.
- Encouraging a culture of continuous improvement by identifying process improvements and sharing best practice.
- Developing the team's knowledge of products, systems and processes to build capability and confidence.
- Ensuring standard operating procedures are understood and consistently followed across the team.
What are the mission-critical skills?
We're looking for someone who enjoys balancing leadership with being hands-on and operational.
You'll ideally have:
- Previous experience leading, coaching or mentoring a customer service, order management or sales support team.
- Experience working within a customer-focused environment where service and accuracy are critical.
- A hands-on leadership style with a willingness to support operational activities alongside managing the team.
- Strong organisational skills with the ability to prioritise workloads and adapt to changing demands.
- Confidence managing escalated customer issues and resolving problems effectively.
- Experience monitoring KPIs and using performance data to drive improvements.
- Excellent communication and relationship-building skills with both customers and internal stakeholders.
- A proactive approach with a focus on continuous improvement.
- Commercial awareness and the ability to identify sales opportunities during customer interactions.
- Experience using CRM or order management systems would be advantageous.
What’s in it for you?
This is a great opportunity to take the next step toward progressing in your career where you'll continue to make a direct impact on customers while developing and supporting your team.
Benefits
- Hybrid working with 3 days a week in our Head Office in Elland, but more if you like
- Guaranteed Christmas holidays
- Development opportunities
- 34 days per annum or the equivalent in hours (inclusive of bank holidays)
- Health care cash plan – support with Dental, Optical, Prescription costs and many more!
- Family leave policies (Maternity, Paternity, and Adoption) available from your very first day of employment
- 5% employer matched pension scheme
- Cycle to work scheme
- Employee discount on Marshalls and Marley products
- Retailer discounts
- Marshalls Wellbeing Centre – move, money & mind
- Share purchase scheme
- Life assurance
More about Marshalls
Our operations are organised into three distinct divisions: Landscape Products, Building Products, and Roofing Products.
Marshalls Landscape Products stands out as the leading UK manufacturer of high-quality natural stone and innovative concrete hard landscaping products. We cater to the construction, home improvement, and landscape markets, offering superior solutions.
Marshalls Building Products serves as a reliable supplier of concrete drainage products, concrete bricks, ready-to-use mortars, and aggregates.
Marley Roofing Products is recognised as a leader in the manufacturing and supply of pitched roofing systems. Our product range includes clay and concrete tiles, timber battens, roof-integrated solar solutions, and various roofing accessories.
Although divisional, we work as one Marshalls team. We're particularly proud to have paved every location on the Monopoly Board! To find out more about Marshalls please visit our website: www.marshalls.co.uk
Equal Opportunities
Whoever you are and whatever your background, you’ll find a fair and supportive workplace. You’re unique and we want you to bring every part of who you are to work, every day.
We’re committed to ensuring equal opportunities for everyone. To us, this is more than a legal, moral, or ethical necessity – it’s the right thing to do! We want our team to reflect the diverse nature of society and the communities we serve.
Marshalls is a workplace where you’re valued for the contribution you make, and where you can grow and develop by being entirely yourself!
This advert will self-destruct on Tuesday 7th July.
Please note we are aiming to hold interviews on 7th, 8th & 13th July.
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