Job Description

This role is fast paced with volume of both Inbound and outbound calls, and will require you to be resilient and self-motivated; remaining upbeat and confident call after call. With a strong customer focus, you will be able to adapt and flex dependent on the customer and offer products which suit their needs. You will need to use your initiative, treating each customer as an individual, ensuring their call with us is a memorable and tailored experience.

Your part in the team:

• Confidently make outbound contact with customers to proactively notify them of exciting and competitive pricing around the broadband
• Drive business customer service by providing clear solutions that meet the customer's needs in order to retain their custom.
• Handle objections from customers looking to leave our service and convert them to advocates
• Ability to identify the features and benefits of particular broadband packages or additional products that we provide, and explain these clearly to customers when relevant.
• Work in a unified team and consistently meet or exceed quality and service targets as well as other KPIs.
• Exceed sales performance on a daily basis.
• Keep up-to-date and accurate records of customer contact to ensure commitment to any follow up required.
• Ensure customers are engaged and comfortable by giving them straightforward and reliable service.
• Aid customers where possible with basic service queries with a ‘right first time’ approach.
• Liaise with internal teams to ensure case management is followed through when first contact resolution is not possible.
• Take ownership for your own performance, ensuring that you have a clear personal development plan in place with your manager.
• Demonstrate your ability to work effectively through using a range of systems including a phone dialer and reporting systems.

Required Knowledge, Skills, and Abilities

What you’ll need to help you make the best of the role: Previous experience and comfort with working in a sales or target driven environment. Be adaptable and able to change focus when required. Excellent communication skills, and the ability to build strong rapport with a variety of different people/personalities. Ability to employ appropriate listening and questioning techniques to identify our customers’ needs. Ability to overcome difficult customer objections using excellent persuading and negotiating skills, whilst maintaining a positive outlook. Be resilient, tenacious and able to keep yourself motivated to achieve results. Be able to demonstrate excellent attention to detail. Ability to stay calm and professional when in a challenging situation. Ability to carry out basic numerical calculations. Ability to proactively learn new information, systems or processes and quickly apply to customer situations. Confident to manage your own workload and adhering to set time frames. Ability to use multiple systems (PC-literate). Previous experience in an outbound/Inbound call Centre role. Previous experience within the Broadband & energy industry. Previous experience within a highly regulated role.