Role Overview
Join Vistry Group as a Contact Centre Operative (Telesales Representative) and work across our Midlands regional offices. In this high‑volume call centre you will handle roughly 10 calls per hour, support the Sales Consultants by booking appointments, and deliver excellent customer satisfaction.
Key Responsibilities
* Improve the way the Division/region deals with incoming customer enquiries and deliver greater customer satisfaction by responding in a timely and efficient manner.
* Support the Sales & Marketing teams to maximise the efficiency of sales consultants’ time so they can focus on qualified leads.
* Handle a rota based schedule, Monday‑Sunday, with core hours 9am‑8pm (10am‑5pm on Sundays).
* Utilise Contact Centre operative skills to achieve 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 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 management of enquiries and enhance customer profiling for 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.
* Assist the supervisor to provide visibility of performance opportunities for optimisation.
* Provide regular feedback to the supervisor on quality and proceeding likelihood of enquiry types.
* Attend departmental meetings as required.
* Complete mandatory training programmes including GDPR and cyber security.
* Ensure compliance with Company Health & Safety policies and procedures and legislation.
* Provide supervisor with monthly commission claim using accurate information.
Qualifications & Experience
* 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 of working in a busy contact Centre environment.
* 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 or home environment.
* Willing to be flexible in respect of day‑to‑day duties and hours worked.
* Willing to travel to all sites on an ad hoc basis within the division as required to support development understanding.
Desirable Skills
* Experience working Microsoft Dynamics.
* Experience and understanding of the new build industry and customers journey to buy a home.
* Experience in a customer facing role.
* An understanding of the property and housing market.
Benefits
* Competitive basic salary and annual bonus.
* Salary sacrifice car scheme available to all employees.
* Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service.
* 2 volunteering days per annum.
* Private medical insurance, with employee paid cover.
* Enhanced maternity, paternity and adoption leave.
* Competitive pension scheme through salary sacrifice.
* Life assurance at 4 x your annual salary.
* Share save and share incentive schemes.
* Employee rewards portal with many more benefits.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Construction
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