Overview
As our new Call Quality & Support Administrator, you'll join a vibrant, fast-paced team that values collaboration, energy, and great conversations. In this role, you'll help ensure our appointments meet high standards, support lead management, and keep daily operations running smoothly. The Citation Group is looking for a detail-oriented and proactive Sales Operations Executive to join our fast-paced and growing Contact Centre team, supporting internal finance operations as we continue our international growth journey.
Responsibilities
* Review recorded customer calls to assess the quality of appointments booked, ensuring they meet business standards and criteria.
* Share selected call recordings with colleagues to support training, feedback, and continuous improvement initiatives.
* Manage the administration and allocation of inbound leads to the appropriate teams or individuals.
* Answer inbound customer calls, providing a professional and helpful first point of contact.
* Handle appointment cancellations efficiently, updating systems and communicating changes as needed.
Qualifications
* Confident and proactive, with a positive, can-do attitude.
* Quick to pick up the phone and handle challenges head-on.
* Strong listener with great attention to detail.
* Eager to learn and excel.
* Sales or contact centre background is a bonus.
* Organised, reliable, and comfortable with admin tasks.
* Understands the value of great customer service.
* A team player who communicates clearly and works well with others.
Benefits
* 25 Days of Holiday: 25 days of holiday plus bank holidays.
* Birthday Bliss: A day off to celebrate your birthday.
* Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
* Growing Families: Vouchers and perks to celebrate new family members.
* Healthcare cash plan: Private healthcare for well-being.
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