Overview
We have exciting opportunities for Contact Centre Operatives to join our team within Vistry Services Division, where you can be based near to any of our South regional offices. As our Contact Centre Operative, you will improve the way the Division/region deals with incoming customer enquiries and delivering greater customer satisfaction by responding in a timely and efficient manner. This is a high volume call centre based vacancy, whereby the expectation is to make/receive roughly 10 calls per hour. The role will also support the Sales Consultants by booking viewing appointments. You will also support the sales and marketing teams in order to maximise the efficiency of sales consultants’ time so they can focus on qualified leads. This role will be worked on a rota basis from Monday - Sunday, with core hours from 9am-8pm and 10am-5pm on Sundays. This is a 20 hours per week part-time role.
We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.
Responsibilities
* Respond to customer enquiries received through marketing channels in a timely manner in line with Vistry Contact Centre processes and procedures.
* Manage the CRM system (Keys) to ensure accurate management of enquiries and enhanced customer profiling for optimisation of engagement and marketing.
* Support Sales Consultants by booking viewing appointments and liaising with regional sales teams to ensure a streamlined operating process and excellent customer experience.
* Deal with customer enquiries in a polite, efficient, and confidential manner; ensure compliance with Company policies and GDPR.
* Provide visibility of performance and opportunities for optimisation to the supervisor; provide regular feedback on enquiry types.
* Attend departmental meetings and complete mandatory training including GDPR and cyber security.
* Ensure compliance with Health and Safety policies and legislation.
What we would like from you
* Behave in line with our company values – Integrity, Caring and Quality
* Full clean driving licence
* 5 GCSEs or equivalent including Maths and English
* Working with IT systems (e.g., Outlook, Excel)
* Experience of working in a busy contact centre environment
* Good administration skills; accuracy and attention to detail
* Good telephone and communication skills; strong organisational skills
* Friendly, trustworthy, and professional attitude
* Ability to work under pressure and meet deadlines and targets
* Flexibility to work day-to-day duties and hours; willingness to travel to all sites on an ad hoc basis within the division as required
Desirable
* Experience of Microsoft Dynamics
* Experience and understanding of the new build industry and customers journey to buy a home
* Experience in a customer facing role; understanding of the property and housing market
More about the Contact Centre Operative role
* To utilise Contact Centre operative skills and expertise in supporting the business in achieving its objectives and prompt enquiry response, profiling of customers and achieving optimum conversation rate of enquiry to successful appointment.
* Respond to all online customer enquiries received through the various marketing channels in a timely manner as per the Vistry Contact Centre processes and procedures.
* Have knowledge of the divisional sites, house types and purchase assistance schemes in order to respond effectively.
* Liaise with the Sales Consultants on site ensuring a streamlined operating process and excellent customer experience.
* Manage the CRM system (Keys) to ensure accurate management of enquiries and enhancing customer profiling for the benefit of optimised 1:1 engagement and marketing.
* Undertake tasks accurately and efficiently and in accordance with GDPR.
* Deal with all customer enquiries in a polite, efficient, and confidential manner.
* Ensure compliance with Company policies and procedures.
* Assist the supervisor to provide visibility of performance for opportunities for optimisation.
* Provide regular feedback to the supervisor on quality and likelihood of enquiry types.
* Liaise with relevant regional sales teams to ensure understanding of development changes and updates.
* Attend departmental meetings as required; complete mandatory training including GDPR and cyber security.
* Ensure compliance with Company Health and Safety policies and procedures and legislation.
* Provide supervisor with monthly commission claim using accurate information.
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