In a Nutshell…
We have an exciting opportunity for a Contact Centre Supervisor to join our team within Vistry Services Division, across various locations where you are remote based with expected frequent travel around East Anglia, Eastern Counties, Northern Homes Counties, Central Home Counties & London. As our Contact Centre Supervisor, 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. Managing a remote based team that are responsible for booking viewing appointments. Supporting the sales and marketing teams in order to maximise 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 (Apply online only).
Let's cut to the chase, what's in it for you…
Competitive basic salary and annual bonus
Up to 33 days annual leave plus bank holidays
Private Healthcare
Enhanced maternity, paternity and adoption leave
Competitive contributory pension scheme
Life assurance - 4 x your annual salary
Share incentive schemes
Employee rewards portal with many more benefits… In return, 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
Working with prospect databases
Experience and understanding of the new build industry and customers journey to buy a home
Line management experience
Good administration skills
Accuracy and good attention to detail
Good telephone skills
Good organisational skills
Excellent communication skills
A friendly, trustworthy and professional attitude
Ability to work under pressure and meet deadlines and targets
Ability to work effectively in an office environment
Willing to be flexible in respect of day to day duties and hours worked Desirable…
Experience of working Microsoft Dynamics
Experience of working in a sales based contact centre
Experience in a customer facing role
An understanding of the property and housing market
More about the Contact Centre Supervisor role…
Provide daily reports to Head of Contact Centre & Onboarding.
Maintain and create rota.
Training of new staff and mentoring through the onboarding process.
Motivate team.
Supervise the work being done to ensure it is all up to the correct standard.
Deal with any customer complaints which may occur.
Be the point of contact for sales advisors instead of Contact Centre Team so that they can do their job uninterrupted.
Record, monitor and report outcome of enquiries.
Monitor Contact Centre operatives' performance.
Review commission claims from Contact Centre operatives.
Ensure the Contact Centre team are supplied with the most accurate information for each development.
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 be able to respond to customer enquiries 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 managing of enquiries and enhancing customer profiling for the benefit of optimised 121 engagement and marketing.
Undertake all tasks accurately and efficiently and in accordance with GDPR.
Deal with all customer enquiries in a polite, efficient and confidential manner.
Provide regular feedback to the Head of Contact Centre & Onboarding on quality and proceedable likeliness of enquiries.
Liaise with the relevant regional sales teams which form the divisional structure to ensure understanding of development changes and updates.
Attend departmental meetings as required.
Complete mandatory training programmes as required including GDPR and cyber security.
Ensure compliance with Company Health and Safety policies and procedures and legislation. Finally, let's tell you a bit more about us…
We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.
You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry