Sales and Customer Service Executive

Hertford, Hertfordshire
£17000 - £17500/annum Includes bonus and Incentives
18 Oct 2016
17 Nov 2016
Contract Type
JOB TITLE Customer Service / Sales Executive

Location: Hertford

Salary: £17,000 - 17,500, OTE £21,000

Job Purpose : To achieve sales through outstanding personalised customer service which adds commercial value.

Team/Reporting Lines Reports to a Sales & Service Team Manager

Principal accountabilities including level of internal and external contact

Front line support in the Member Services Team:

Taking inbound calls and helping numerous new and existing members each day.
Answering customer service queries ranging from subscription offers and account changes to the latest product news and Best Buy advice.
You’ll need to build an instant rapport with each customer.
You’ll personalise your conversation by exploring their reasons for calling.
You’ll use your knowledge of our products and services to satisfy their needs.
You’ll need to meet and beat your customer service and sales targets.

Experience / Knowledge / Skills


Customer Service Dealing with customers, face to face or over the telephone.
Consistently achieving individual targets, standards or deadlines.
Upselling, cross selling or promoting products (desirable).


IT basics – knowledge of Word, Internet, email systems and an in-house database.


Personal approach – Drive and motivation, positive, realistic, resilient, personable, professional, flexible and open to change.
Passion for customers – Demonstrates passion for customers and creates win:win solutions for the customer and business.


Communication – verbal, listening, questioning, giving concise and relevant information.
Sales (desirable) – exploring sales opportunities, matching information to customer needs, placing a product and closing a sale.
Personal organisation – attention to detail/ accuracy, multi-tasking (using a PC whilst holding a conversation), comfortable in a highly structured environment.
Collaboration – Team ethos, gaining and sharing feedback, sharing ideas, supporting colleagues.

Key Performance Indicators (KPIs)

Achieve a series of set targets relating to sales, call quality, call statistics and demonstrate our values:

Sales target – number of calls offered on and products sold for the long term.
Sales conversion – percentage of sales: calls.
Support product drives and business initiatives
Quality score on monitored calls.
Adherence to schedule / shift times.
Adhering to data protection and compliance best practice.
Gaining and sharing customer views and feedback.

Our values in action


Not only consistently achieve your individual targets or standards, you exceed them.
Demonstrate personal drive to be the best you can and are motivated by doing well.
Proactive in increasing your knowledge and keen to learn more.


Offer and accept constructive feedback – and act on it.
Open to change and deal with things in a positive way.
Do not allow setbacks to put you off.

Today not tomorrow

Communicate in a clear and confident way, allow others to speak and do not talk over them and listen and do not ask for information already given.
Aim to resolve queries at the first point of contact.

Personal responsibility

Give information and answers that are relevant and concise.
Demonstrate passion for our customers and be able to identify what makes service outstanding.
Capture information accurately.


Support and help our colleagues.
Work as part of the team and make a positive contribution.
Actively gain and share feedback.


Identify solutions which create a win:win for the customer and business.
Adaptable to change