Salary + Average Team Commission (OTE £40K)
Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products to Britain’s homeowners and tradespeople. Over 8 million people visit our websites each year, and we’re on a mission to help create well-designed homes that look great, feel special, and positively impact people's everyday lives.
We’re almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites - Drench, Tap Warehouse and Only Radiators - are growing from strength to strength, and we’re looking for a Trade Team Leader who will help us to continue our growth journey.
As a Trade Team Leader, you will be responsible for the day-to-day running of the Trade Sales department, supporting a highly experienced team and ensuring smooth, consistent service for our customers.
The core focus of this role is coordinating daily operations and serving as the first point of escalation, while reviewing, developing, and implementing process improvements that enhance the customer experience, support scalable growth, and improve team efficiency.
You will work to foster a positive, supportive and collaborative team environment through regular 1:1s, team check-ins, and clear communication, ensuring consistent service standards and supporting team alignment.
A major part of the role involves refining workflows, addressing inefficiencies, and working collaboratively with relevant parts of the business to deliver improvements that strengthen the customer journey and support the department’s continued growth.
Key Responsibilities:
Team Leadership & Operational Management:
- Provide day-to-day oversight and direction for the Trade team to maintain service levels, targets, and operational standards.
- Run regular 1:1s and team check-ins focused on alignment, communication, and maintaining strong customer engagement.
- Manage daily workflows and priorities, adjusting workloads where needed to maintain smooth operations.
- Act as the first point of support for the team, handling escalations and providing clear and timely guidance.
- Monitor performance and service standards, and identify early when support or corrective action may be required.
Process Improvement & Cross-Functional Collaboration:
- Review existing processes and workflows to identify operational gaps, inefficiencies, and friction points for customers or the team.
- Gather insights from team feedback and day-to-day observations to propose practical, meaningful improvements.
- Lead the delivery of process changes that streamline workflows, reduce manual effort, and support departmental scalability.
- Work with relevant areas of the business to ensure improvements are aligned and deliverable.
- Support onboarding and help maintain standardised workflows as the department grows.
Sales & Customer Management:
- Hold a small portfolio of customer accounts when required for continuity or service stability.
- Provide cover for TAMs during maternity or extended absence, managing selected accounts to ensure consistent communication and service.
- Assist with customer queries or workload peaks to maintain service levels during busy periods.
- Support the team by monitoring customer engagement and highlighting at-risk accounts that may require follow-up.
- Lead by example with high communication standards, helping to improve reliability, consistency, and professionalism across the department.
Operational Oversight & Reporting:
- Support weekly and monthly performance reporting, ensuring accurate insight into revenue, pipeline activity, and customer engagement.
- Ensure consistent and accurate use of internal systems to support visibility, forecasting, and customer history.
- Observe day-to-day operations to identify recurring issues or bottlenecks and provide clear recommendations for improvement.
- Contribute operational insight to business reviews, focusing on trends identified through hands-on involvement.
What we're looking for:
- KBB or trade customer experience (desirable but not essential)
- Strong leadership and communication skills
- Organised, structured, and process-driven
- Customer-focused with strong commercial awareness
- Calm, practical problem solver
- Confident working cross-functionally
- Accurate and disciplined with systems and data
- Adaptable, proactive, and able to support a fast-moving environment
What we can offer you:
- Flexible working hours — we work 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday
- Generous annual leave
- All the tech you need + remote working budget for setting up your home office
- A fantastic office, or the flexibility to work at home
- A company-wide commitment to learning and development
- A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
- Team and company-wide social events
- No corporate dress code
Our Values
Our ten core values shape everything we do. These inform the foundations of our relationships with customers and each other, but they also shape how we measure and reward our colleagues' performance. Simply put, success is not about who you are or how loud you shout, but about the impact you make and what you do. We encourage doing rather than dreaming – if you have an idea, speak up, and we will listen! Everyone’s opinion matters, and any suggestions are welcome.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident bringing their whole selves to work, feel included, and have their talents nurtured, empowering them to contribute fully to our vision and goals.
Work is not a place; it is what you do…
We believe the future of work is about flexibility. Not everyone does their best work in an office, and not everyone wants to work exclusively from home. Our employees can work flexibly, either from home or in our office. To demonstrate our commitment to this, we have a fantastic Home Working Support Scheme! We want to ensure that those who do choose to work from home can still work in the best possible environment and are not left out of pocket.
In a nutshell, we offer:
A one-off allowance of £500 for you to set up your home office
If you would like further information on this position before applying, please get in touch; otherwise, please send in your CV for consideration.