INBOUND CALL CENTRE AGENT

Posted 26 January by Interaction Recruitment

Contact Centre – Inbound (Travel Department)

Southend on Sea

Full time

£15,000 + monthly performance bonus

Brief:

Working as part of the Inbound Sales Team on a 37.5 hour week, on a rota basis including

weekends and evenings and Bank Holidays. The Company operates on a 365 days a year, 7 days a

week basis, so some flexibility may be required to meet future business change.

Purpose of the role:

To ensure that all inbound telephone enquiries are dealt with proactively and effectively. Staff must ensure that all quotations and sales are dealt with in a compliant manner.

Duties and Responsibilities:

  • To proactively deliver compliant sales in order to ensure the consistent achievement of any agreed individual sales targets.

  • To represent the Company in a professional and courteous manner at all times.

  • To support other team members in ensuring the achievement of any agreed team business objectives.

  • The accurate recording of all client data on our relevant systems/databases.

  • To own and proactively approach self development, thereby ensuring competence in role is consistently above the required regulatory level.

  • Respond positively and accurately to all product and process questions raised by customers and/or colleagues.

  • To demonstrate flexibility to meet the needs of the business from time to time.

  • To ensure that all regulatory guidelines are adhered to, for example PCI.

  • To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating the customer fairly).

  • To be compliant with the Data Protection Act 1998.

  • To support Managers to manage the key risks within your department.

  • To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.

  • To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.

  • To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team.

Critical Competencies:

  • Communication/Influence

  • Drive for Results

  • Commitment

  • Service Excellence

  • Team Building/Team Player

  • Technical Skills and Knowledge

  • Experience/Technical Knowledge:

  • Previous Sales and/or Customer Service experience within a Contact Centre environment.

  • Previous experience of working face to face in a Sales or Customer Service environment.

Other significant Role Requirements:

  • A good understanding of FCA regulations and the TCF (treating the customer fairly) concept.

  • Knowledge of Contact Centre Management System or a similar in-house database system.

  • Good numerical skills and computer literate.

  • Proficiency with MS Word, Excel, and Outlook.

  • Excellent written and verbal communication skills.

  • Ability to work under pressure.

  • Good planning and organisation skills.

  • Ability to effectively handle multiple tasks in a fast paced environment.

  • Ability to interact with all levels of seniority, both internal & external.

Training

  • Weeks 1-2 classroom based- understanding policies/systems etc

  • Wks 3-4 buddy up with experienced member of staff

Hours

  • Variety shifts examples 8am-4.30pm, 9am-5.30pm, 10am-6.30pm, 9.30am-5pm. Work 2/6 weekends

START DATE: 5TH FEB 2018

Reference: 34334264

Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job