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.


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.

Assistant - Internship

Job Title: Assistant - Internship

Reports to: Chief Financial Officer

Department: Finance

Location: Lympne, Kent

No of Direct Reports: None

Job Description Summary:

Assisting the Chief Financial Officer with ad hoc tasks and projects as required to support the needs of the business.

Responsibilities

  • Researching and writing procedures to ensure clear operating systems are in place and adhered to. This includes writing reports, designing flow charts and creating spreadsheets to ensure a consistent business approach.
  • Developing and managing a system to keep all business critical contracts up to date and stored for easy access.
  • In conjunction with the Chief Financial Officer and HR Manager, writing and agreeing job descriptions as and when required.
  • General support and assistance to the Chief Financial Officer, including diary management and general office duties.
  • Actively improve and implement changes to current administrative procedures.
  • Supporting the Finance team in daily administrative tasks including emailing, filing photocopying, printing and downloading of documents.

The Individual

Capability, Knowledge and Experience
  • Excellent organisation skills.
  • Experience in processing information quickly with the ability to take decisions and to solve problems.
  • Strong IT skills including MS Office, Word, Excel, Powerpoint.
  • Previous administration experience would be an advantage.
Education and Qualifications
  • Business Degree or studying towards this.
Personal Characteristics
  • Excellent communication skills.
  • Ability to work under pressure.
  • The ability to deliver high quality work to a tight deadline on a “can do” basis
  • Confidential in dealing with sensitive issues
  • Self-confident.
  • The ability to work quickly and accurately with excellent attention to detail.
  • Motivated and organised.
  • Team worker but also happy to work unsupervised
  • 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 and Returns Team Supervisor

Job Title: Customer Services and Returns Team Supervisor

Reports to: Customer Experience and Employee Engagement Manager

Department: Customer Services

Location: Lympne, Kent

No of Direct Reports: 12

Job Description Summary:

The main purpose of this role is to provide support to the Customer Experience and Employee Engagement Manager, managing the call flow to ensure 95% 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.

Ensuring that the Returns department is profit-making, driving through credit requests, reductions in courier costs, quick turnaround on claims and ensuring all B grade stock is identified and sold at the earliest opportunity.

Supporting all members within CS and Returns to fulfil their potential by ensuring a development plan is in place and delivered for all.

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

Responsibilities

Leading by example in demonstrating the Business brand values and encouraging the right behaviours of all employees.

  • Playing an active role to ensure KPI’s are recognised and understood by the team.
  • Analysing, interpreting and discussing trend reports with the Customer Experience and Employee Engagement Manager 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.
  • Responsible for achieving department targets.
  • Flexible in working arrangements to manage department workload effectively and within agreed SLAs.
  • To ensure all broken promises to customers are dealt with in accordance with ‘Broken Promises’ Policy guidelines.
  • Responsible for resolving any customer issues which result in a Manager call, demonstrating a “nothing is too much trouble” approach always.
  • To hold weekly team meeting.
  • Regular 1:1’s with all Advisors to help develop them to reach their full potential.
  • To deputise in support of CE and EE Manager when required.
  • To coach and guide other staff with less experience.
  • To represent and speak on behalf of the Line Manager in various meetings when required.
  • 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.
  • To take responsibility for managing own personal development and maintaining level of expertise and knowledge.
  • To recognise and provide feedback on improvements that can be made to the customer journey.
  • To be a source of insight to the rest of the business in terms of customer feedback and improvement to systems, processes and product.
  • To manage knowledge information appropriately so that it is easily and readily available for staff
  • To help review the quality of calls and other communication given by the team and ensure a consistently high standard of customer service is provided and maintained.
  • To assist with compiling and distributing weekly and monthly reporting to show the progress of the team and department K.P.I’s.
  • To oversee the quick turnaround of B grade stock sales.
  • To regularly review CS and Returns processes, recognise and implement areas for improvement.
  • To oversee the GRN process identifying areas for improvement and ensuring GRN’s are closed from around the business within 28 days.
  • Prioritise the needs and requirements of each team to ensure an even balance is given to achieve SLA

The Individual

  • Good working knowledge of power tools and accessories, hand tools, building materials and fixings.
  • 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.
  • An effective leader of a team.
  • Can complete all functions within the team.
  • Enthusiastic and self-motivated.
  • Can communicate effectively with senior management.
Education and Qualifications
  • Good standard of secondary education

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

Customer Services Advisor

Job Title: Customer Services Advisor

Reports to: Customer Services 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

  • 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.


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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