B2B Sales Support Coordinator 6 month secondment

Overview

Reporting to the Sales Support Manager, you will act as a sales enabler for the B2B Account Managers aligned to specific industries (e.g. Facilities Management, Hotels, Construction, Student Accommodation). You will strengthen account performance by increasing customer engagement, improving adoption of the Screwfix proposition and ensuring Account Managers have the insight, follow-up and operational support needed to grow and retain B2B Key Account customers.

Through planned outbound contact and responsive inbound support, you will help identify upcoming projects, qualify opportunities, and convert customer needs into actions for the wider account team. You will also support onboarding and lifecycle activity, resolve escalated queries, and maintain accurate CRM data and reporting, enabling consistent, high-quality service and long-term account growth.

Benefits

• 28 days holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q
• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle-to-work scheme and savings on bikes
• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available

Responsibilities

• Drive customer engagement and sales growth by completing targeted outbound call activity (new customer onboarding, lifecycle calls and re-engagement), identifying opportunities and progressing actions to agreed targets.
• Communicate and champion the Screwfix proposition clearly and confidently, tailoring your approach to different customer audiences to build loyalty, adoption and long-term value.
• Work in partnership with Account Managers to qualify customer needs, capture actionable insights and ensure timely follow-up that supports pipeline progression and account performance.
• Manage a proactive call plan to uncover upcoming projects, one-off quotes and bulk orders, coordinating next steps through to completion.
• Take ownership of escalated customer queries and issues end-to-end, using sound judgement, involving the right internal teams and delivering practical resolutions that balance customer and business needs.
• Maintain accurate and up-to-date CRM records (new customer set-up, leavers, activity logging and commercial terms such as discounts / rebates) to support effective account management and reporting.
• Contribute accurate and timely CRM data to support reliable pipeline reporting, customer engagement planning, performance tracking, and continuous improvement.
• Manage the shared email inbox, providing timely, accurate and professional responses, correctly logging / categorising enquiries and escalating when needed.
• Collaborate effectively with stakeholders across the business (B2B Operations, Customer Service Centre, Marketing and Trade UK) to deliver a joined‑up customer experience.
• Support B2B credit processes with Trade UK – Worldline (debt management, loss prevention and card administration) while maintaining positive customer relationships and protecting the business.

Qualifications

• Sales-focused – Uses a customer-led approach to identify opportunities, progress conversations, and work towards agreed targets.
• Commercial Communication – Communicates product and service value clearly to different audiences, adapting style and detail to customer needs.
• Delivery focus – Works towards agreed outcomes, identifies blockers early, and escalates or problem‑solves to keep work moving.
• B2B Experience – Proven background in customer sales and service within a B2B environment.
• Relationship Building – Builds trust with customers by listening, asking effective questions, and following up consistently (phone and written channels).
• Problem Solving – Investigates issues, involves the right teams, and delivers practical resolutions that balance customer and business needs.
• Flexible & Adaptable – Manages own workload effectively, works independently, and adjusts to changing business needs.
• Accountability – Demonstrates ownership for outcomes, with a focus on continuous improvement and learning.
• Prioritisation – Manages competing priorities in a fast-paced environment, maintaining accuracy and service standards.
• Communication – Communicates clearly and professionally verbally and in writing, including with customers and internal stakeholders.