Brakes Group

Telesales Advisor

12 May 2017
09 Jun 2017
Brakes Group
Business Sector
Food & Drink
Full Time
Contract Type

Contact Centre Sales Advisor


Shift Pattern - 35 hours per week, from 9am to 5pm and 9.30 to 4.00pm on a Sunday, 5 out of 7, approx 1 in 3 Sundays

Come and join the number one food service company in the country….

With a turnover of over £2.6bn, Brakes Group is a leading supplier to the foodservice industry in the UK, Ireland, France and Sweden. The group comprises a family of specialist businesses which are able to deliver everything the caterer needs, including their very successful own brand ranges developed specifically for chefs.

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


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

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

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 customer

Knowledge, skills, experience, competencies


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


Food knowledge

Sales ability

Knowledge of  basis distribution centre activities

Some experience in a customer service role.



Tenacious and creative in resolving problems

Ability to make decisions

Key Relationships

Professional relationships with customers is essential in supporting the organisations strong customer focus

Working with and raising any problems to the Team Leaders and Contact Centre managers

The Business

Employing over 10,000 people, the group supplies a diverse customer base, which includes, independent pubs, restaurants and hotels, schools, hospitals, contract caterers and well known national chains.

Brakes Group has developed a clear customer focus and a strong understanding of the needs of the foodservice sector providing innovative products and services and is committed to improving both the environment and the communities it serves.

Brakes Group operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.