RISING STARS LEWIS CLARKE
Job title: Branch Manager Company: Kent Blaxill
What’s your role?
I am branch manager of the Saffron Walden decorating branch.
How did you get into this industry? I started as a trainee in the glass department with Kent Blaxill in 2012, moving to a counter assistant role while taking part in a year long training programme focused around leadership. From there I worked up to supervisor and then manager of the heavyside shopand now, branch manager.
What might a typical day for you at work be? A typical day would start by coming in and making sure all computers and signature captures are set up ready for 7am opening. I would then walk the shop and make sure everything looks as it should, also highlighting any areas needing to be looked at through the day. There would be email orders or account queries to look through as they come in. I would also look through any outstanding deposits or orders to ensure the system is kept clear and to make sure queries are dealt with quickly. Some common tasks are locating stock, stock rotation on end displays, team briefs, customer relations (prices, checking terms, queries), stock replenishment, facing up, calling suppliers.
What were you doing at work last week? Last week I was in branch for 2 days and I was working through a stock report for most of those days. On the remaining 3 days I was delivering customer service training.
What are your big challenges in this role? The biggest challenges I would say would be the volume of customers we serve and the range of products we deal with. The building industry has a huge amount of different areas, and we need to make sure we are at the minimum aware of them all. We could be serving ironmongery in 1 sale and the next could be sub bases for a patio.
What do you love about your role? I love the fast pace of my role; every day is different, and it keeps you on your toes. I also love the freedom we are given to be proactive in problem solving or making improvements. Seeing people develop is my biggest motivating factor and I love working with my team to improve. I also love
dealing with customers, making sure they have the best experience with us as possible. .
What has been your biggest achievement so far?
Delivering customer service training to the whole business. It meant 30 training sessions across 3 months in 4 hub branches. It was something completely new to me, and it also meant managing my department whilst not always being in branch. I faced new challenges which meant I had to adapt my management skills. It was also a great way to get connected to the whole business as I got to meet every individual.
What would you like to achieve next? My next goal is to get the branch established in the local community and really grow it. From there I think the next goal would be to move to a larger branch to manage to develop the operations and management skills in a larger operation.
What advice would you give someone new to this industry?
Ask as many questions as possible. Customers love sharing their experience and views and use the colleagues around you to help learn. My other pieces of advice would be that it is all about the service, so make that your focus. Excellent customer service doesn’t mean knowing the answers to everything but exceeding expectations in other ways.
What would you say to someone thinking about a career in the merchant industry? I would highly recommend it as I have had only positive experiences. One of the biggest advantages of this industry is the amount of possible job opportunities within it. There is such a diverse range of jobs, suited to different personalities and skills that there is something for everyone.
What are the changes you foresee the industry making in order to survive the future? I think that the internet is having a big impact on the way people shop in general, and what they expect (next day delivery etc.). I think the building industry is going to have to develop in technology to keep up with the changing shopping habits and a younger generation of customers. I think being proactive will be key to survive in the future. BMJ
MANAGER’S VIEW
Lewis’ drive and
enthusiasm to be the best he can be encourages his team to do the same, enhancing the total customer experience, both internally and externally. He is a role model and leader who demonstrates the application of development received in his own self-learning and brings a positive high energy and a
personal touch to both his customers and his team. Nominated for the Kent Blaxill Uncover the Leader in You programme in 2017, Lewis excelled throughout the12 months and really demonstrated his ability to take the classroom lessons back to the shopfloor and share his new knowledge with the team, as well as using it to further develop them.
He designed and developed a customer service training module for all Kent Blaxill staff and truly understands the importance of people, consciously striving for improvements with the ultimate outcome of profitability. Lewis easily develops and fosters relationships with peers, suppliers and customers, actively participating in meetings and events, helping him to understand all departments’ needs.
Our vision is to be recognised as a market leader and our customers’ preferred ‘Partner in Wall Building’, supplying innovative, sustainable
and cost-effective aircrete building solutions.
Our mission is to supply value added aircrete solutions for any wall.
September 2019
www.buildersmerchantsjournal.net 25
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