Orders Advisor, Team Leader

MARSHALLS LLC

Orders Advisor & Team Leader responsible for leading a team of Order Advisors at Marshalls. Ensuring first-class customer experience and operational efficiency in a hybrid work environment.

Posted 6/30/2026full-timeElland • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and developing customer service teams, with a focus on operational excellence and continuous improvement. Proficient in monitoring performance metrics and enhancing team capabilities to drive customer satisfaction and sales growth.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementKPI MonitoringProcess ImprovementCRM Systems

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Order ManagementPerformance Data AnalysisCustomer Order ProcessingEscalated Issue ResolutionSales Support

Soft Skills

Organisational SkillsCommunication SkillsRelationship BuildingProactive ApproachCoaching and Mentoring

Tools & Technologies

CRM SystemsOrder Management Systems

Industry Keywords

Customer-Focused EnvironmentOperational MetricsContinuous ImprovementSales OpportunitiesStandard Operating Procedures

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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