Overview
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.
Responsibilities
* 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 likelihood 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.
Qualifications
* 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 Skills
* 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.
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. We also have Linden Homes, Bovis Homes, Countryside Homes, Vistry Works and Vistry Services. 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.
This role will be worked on a rota basis from Monday – Sunday, with core hours from 0900‑2000.
Benefits
* 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× your annual salary.
* Share incentive schemes.
* Employee rewards portal with many more benefits.
Expectations
* Behave in line with our company values - Integrity, Caring and Quality.
* Full clean driving licence.
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