Stacey Moore has come a long way in almost 15 years at Leads 2 Trade. Her rise mirrors the business’ successful path, its representatives claim.
Leads 2 Trade is a leading UK provider of double-qualified sales leads in the home improvement industry. The Stockport-based company – which also operates in other sectors, including heating and plumbing, renewable energy and security – turned 15 on 2 November. Stacey is one of its longest serving members of staff.
Having joined in March 2007 – just five months after cofounders Andy Royle, John Cohen, and Alan Gray set up the company – Stacey worked her way through the business. “I first started part-time, doing evenings, as I had three young children and never really thought about increasing my hours, but I loved it from the start. After asking to go full-time, I quickly progressed to a team leader role,” explained Stacey.
“Having dabbled in nearly every side of the business, customer service has always been the part for me. I’m now office manager, so I oversee the full call centre and customer service operation that processes all the website enquiries and the management and reporting of the leads, and appointments post lead send out.”
Having been there from the very beginning, Stacey has seen the business change and adapt to make sure it’s offering the best service to both consumers and members. “The most noticeable change is how we use technology now,” said Stacey. “Even though we were in the digital age when I started, we went through the fax stages to send the leads to our members, and it’s amazing how everything is now automated and much more technology driven. As a business, we have always made sure our lead management systems are cutting edge, and have just launched an app to make things even easier for our members on the move.
“I think the main reason we are successful is that we process the leads from a website enquiry and turn that lead into a fixed and firm appointment for our members, against set criteria. This ensures our members know they are going to get to pitch their products and service to a homeowner who’s got a want and need. We remove the hassle for the consumer of having to arrange multiple appointments; we do it all for them, and keep in touch with them all the way through the process.
“We make sure the consumer is at the forefront of our mind, and make sure the supplier is equally getting what they want. For us, it’s not just about giving them consumer details, when we send those details we think of them as fulfilling both the consumer’s and the supplier’s need.”
Turning to the future, Stacey said: “We are always trying to do better. As quite a small team, everyone has a part to play in that. After what has happened in the last 18 months, to have come out of it and still be in a strong position is down to the people who work here and their commitment.”
Andy Royle, the business’ cofounder and managing director, said: “Stacey plays a vital role within our organisation and her professional growth over the years is clear to see. Our team contributes massively to our success and Stacey has played an integral role in helping to drive the business forward.”