Contact Centre - Inbound
Contact Centre – Inbound (Travel Department) Southend on Sea Full time £15,000 monthly performance bonus Brief: Working as part of the Outbound Sales Team on a 37.5 hour week, on a rota basis including weekends and evenings and Bank Holidays. The Company operates on a 365 days a year, 7 days a week basis, so some flexibility may be required to meet future business change. Purpose of the role: To ensure that all inbound telephone enquiries are dealt with proactively and effectively. Staff must ensure that all quotations and sales are dealt with in a compliant manner. Duties and Responsibilities: To proactively deliver compliant sales in order to ensure the consistent achievement of any agreed individual sales targets. To represent the Company in a professional and courteous manner at all times. To support other team members in ensuring the achievement of any agreed team business objectives. The accurate recording of all client data on our relevant systems/databases. To own and proactively approach self development, thereby ensuring competence in role is consistently above the required regulatory level. Respond positively and accurately to all product and process questions raised by customers and/or colleagues. To demonstrate flexibility to meet the needs of the business from time to time. To ensure that all regulatory guidelines are adhered to, for example PCI. To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating the customer fairly). To be compliant with the Data Protection Act 1998. To support Managers to manage the key risks within your department. To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption. To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations. To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team. Critical Competencies: Communication/Influence Drive for Results Commitment Service Excellence Team Building/Team Player Technical Skills and Knowledge Experience/Technical Knowledge: Previous Sales and/or Customer Service experience within a Contact Centre environment. Previous experience of working face to face in a Sales or Customer Service environment. Other significant Role Requirements: A good understanding of FCA regulations and the TCF (treating the customer fairly) concept. Knowledge of Contact Centre Management System or a similar in-house database system. Good numerical skills and computer literate. Proficiency with MS Word, Excel, and Outlook. Excellent written and verbal communication skills. Ability to work under pressure. Good planning and organisation skills. Ability to effectively handle multiple tasks in a fast paced environment. Ability to interact with all levels of seniority, both internal & external.