1. Job Purpose

Engage with customers within a contact centre telephony environment, working alongside teams of SA’s, Team Leaders and Contact Centre Managers
Deliver excellent customer service to various customers based throughout the UK, taking orders and ensuring information is correctly logged on the system
Meet and exceed sales and quality targets e.g. call reviews, capture of accurate information on system etc
Assist in the achievement of the departments targets and objectives ensuring profitable sales growth is met/exceeded
Deliver excellent customer service, drawing on all available resources
Use effective planning to initiate and accept customer orders by telephone in accordance with established procedures and quality standards
Respond to customer complaints/enquiries in accordance with established procedures

1. Dimensions

Develop profitable sales growth through existing and prospect customers in accordance with the business development plan
Deliver excellent customer service ensuring all relevant KPI’s are met
Assist in the achievement of the departments targets and objectives ensuring profitable sales growth is met/exceeded

1. Role Context

Hours of work may vary depending on business need, occasional weekend working scheduled in accordingly
The role will be located within the Company’s national contact centre environment, working within a fast paced environment to ensure customers are dealt with in a timely and professional manner
Working within teams of other CCSA’s, led by Team Leaders/Team Managers
4. Principle Accountabilities
Foster and maintain strong customer relationships to ensure delivery of exceptional customer service to customers at all times
Develop a good knowledge of customer needs, competitor activity and company products and resources to help identify changes needed to improve overall service
Highlight Customer Service issues to relevant departments and support proactive action to prevent reoccurrence
Respond to customer inquiries in accordance with established guidelines to ensure excellent service is delivered
Actively support and promote cost effective solutions for the company to ensure cost reduction on recoveries and a reduction in repeat complaints
Assist in the achievement of departmental targets
Support the telesales management teams and contribute towards operational places that deliver the overall telesales strategy
Support profitable sales growth through existing and prospect customers in accordance with the business plan and the rapid and efficient resolution of issues impacting Brakes customers
5.Knowledge, skills, experience, competencies
Essential:
Customer focused – internally and externally
Computer literate
Verbal communication skills
An ability to work in a pressured time critical environment
Literacy and numerical skills
Customer facing skills
An ability to work effectively within a team and on own initiative
Objection handling and questioning
Excellent time management
Clear and effective communicator
Team player
Organized with good administrative capabilities
Excellent attention to detail
Able to manage priorities and plan activities, complete projects and tasks by target date.
Good analytical skills.
Flexible approach to changing priorities
Desirable:
Food knowledge
Sales ability
Knowledge of basis distribution centre activities
Some experience in a customer service role.
Self-motivated
Integrity
Tenacious and creative in resolving problems
Ability to make decisions