Inbound & Outbound Customer Services Call Handler

We are looking for a target driven Customer Service Inbound and Outbound Call Handler (Operations Processes Advisor) to join us on a full time, permanent basis. We accommodate hybid working (3 days from our Chilwell offices and 2 days working from home.) Basic salary is £23,400, the typical monthly bonus is £200 and OTE is circa £25,800. There is also a requrement to work 1 in 4 Saturdays (9am - 1-pm) on a rota basis, for which when worked overtime is payable at time and a half., Your life as our Customer Service Inbound and Outbound Call Handler (Operations Processes Advisor)

The Operations Processes Advisor is a multi-skilled resource which can be allocated to any team within the operations function, in line with business needs. Focus may include one or more of the following: appointment booking, call handling, admin tasks and web chat.

Your key responsibilities as our Customer Service Inbound and Outbound Call Handler (Operations Processes Advisor)

1. Appointment Booking - conducting outbound and inbound calls.

Responsible for:

• Prioritising the work queue in order of SLA and arranging appointments for all cases received within SLA, liaising with applicants, vendors, estate agents.


• Ensuring surveyors' diaries are fully booked and are at maximum capacity each day.


• Offering non-optional timeslots to customers which maximise bookings within SLA, objection handling on majority of calls.


• Using initiative to mitigate disruption due to last minute changes and making effective use of available timeslots.


• Following up calls where necessary whilst managing customer expectations effectively.


• Identifying and escalating priority issues.


• Receiving inbound calls from customers and booking their appointments


2. Call Handling - managing our inbound line and making follow up calls when required.

Responsible for:

• Answering a high volume of inbound calls from clients and customers.


• Following up calls where necessary whilst managing customer expectations effectively


• Identifying and escalating priority issues and cases


• Updating clients and customers with instruction information


• Sending reports and information to clients


• Contacting customers directly with regards to surveys that have been instructed


• Identifying marginal gains opportunities and communicating them to Line Manager


• Any other duties as assigned by your Line Manager.


Objectives:

Appointment Booking:

To make / receive 110 inbound and outbound calls a day and occasional web chat conversations whilst converting those calls into appointments. A huge emphasis will be on booking the appointment at the earliest possible date and you will be required to objection handle to try and ensure that the appointment is booked as soon as possible as we are given a 4 day turnaround from our lender clients to hit their service level agreements.

Call Handling:

To answer approx. 70 incoming calls per day and to achieve targets on grade of service (answer all calls within 3 rings, satisfactory call monitoring result (taking full ownership of call, GDPR adherence, recording full notes, admin completion on time)


• Good communication skills


• Confident telephone manner


• Problem solving skills


• Strong typing skills


• Can do attitude


• Willingness to progress


• Great at working as part as a team


• Flexible


• Looking to build a career with SDL Surveying and progress


• Right to work in the UK and ability to successfully pass our pre employment checks
  
  SDL Surveying is the UKs largest independent provider of mortgage valuations. We feel very passionate and proud of our people, as they are the key to our success.
  
  Your benefits as our Customer Service Inbound and Outbound Call Handler (Operations Processes Advisor)


• £23,400 basic salary, OTE £25,800 per annum


• Typical bonus £100 - £200 per month


• Career development


• Up to £15 per month towards a gym / fitness membership


• 28 days annual leave (inc bank holdays) as standard, rising to 33 days with accrued service


• Buy or sell additional annual leave scheme


• 2 days per annum additional paid leave for volunteering / charity work


• 2 half days additional paid leave for "me time"


• Free lunch, hot and cold soft drinks in the office


• Discounts on high street and online shopping


• Bike to Work Scheme


• Reward & Recognition Programmes


• Company Sick Pay


• Hybrid working


• Casual dress


• Critical Illness insurance cover


• Death in service insurance cover, Monday to Thursday: 8am to 4pm, 9am - 5pm, 10am - 6pm and 11am - 7pm


• Fridays: On a rota, shift times as above


• Saturday: 1 in 4 Saturdays, working 9am - 1pm


If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.