Role overview

We have an exciting opportunity for Contact Centre Operatives to join our team within Vistry Services Division, across various locations with your local office being Coleshill, Warwickshire. As our Contact Centre Operatives, you will improve the way the Division/region deals with incoming customer enquiries and delivering greater customer satisfaction by responding in a timely and efficient manner. To support the Sales Consultants by booking viewing appointments. Support the sales and marketing teams in order to maximise the efficiency of sales consultants’ time so they can focus on qualified leads.

This role will be worked on a rota basis from Monday - Sunday, with core hours from 10am-8pm. We are also willing to consider part time hours and job share prospects, and are pleased to confirm this role can accommodate agile working once full training in the office has been undertaken

• Let’s cut to the chase, what’s in it for you...
  • Competitive basic salary and annual bonus
  • Agile working possible (dependent on role)
  • Up to 33 days annual leave plus bank holidays
  • Private Healthcare
  • Enhanced maternity, paternity and adoption leave
  • Competitive contributory pension scheme
  • Life assurance – 4 x your annual salary
  • Share incentive schemes
  • Employee rewards portal with many more benefits...
• In return, what we would like from you...
  • Behave in line with our company values – Integrity, Caring and Quality
  • Full clean driving licence
  • 5 GCSEs or equivalent including Maths and English
  • Working with IT systems e.g., Outlook, Excel
  • Working with prospect databases
  • Experience of working in a busy contact Centre environment
  • Good administration skills
  • Accuracy and good attention to detail
  • Good telephone skills
  • Good organisational skills
  • Excellent communication skills
  • A friendly, trustworthy, and professional attitude 
  • Ability to work under pressure and meet deadlines and targets.
  • Ability to work effectively in an office of home environment Willing to be flexible in respect of day-to-day duties and hours worked
  • Willing to travel to all sites on an ad hoc basis within the division as required to support development understanding

  Desirable...

  • Experience of working Microsoft Dynamics
  • Experience and understanding of the new build industry and customers journey to buy a home
  • Experience in a customer facing role
  • An understanding of the property and housing market
• More about the Contact Centre Operative role...
  • To utilise Contact Centre operative skills and expertise in supporting the business in achieving its objectives and prompt enquiry response, profiling of customers and achieving / reaching optimum conversation rate of enquiry to successful appointment.
  • Respond to all online customer enquiries received through the various marketing channels in a timely manner as per the Vistry Contact Centre processes and procedures.
  • Have knowledge of the divisional sites, house types and purchase assistance schemes in order to be able to respond to customer enquiries effectively.
  • Liaise with the Sales Consultants on site ensuring a streamlined operating process and excellent customer experience.
  • Manage the CRM system (Keys) to ensure accurate management of enquiries and enhancing customer profiling for the benefit of optimised 121 engagement and marketing.
  • Undertake all tasks accurately and efficiently and in accordance with GDPR.
  • Deal with all customer enquiries in a polite, efficient, and confidential manner.
  • Ensure compliance with Company policies and procedures.
  • Assist the supervisor to provide visibility of performance of opportunities for optimisation.
  • Provide regular feedback to the supervisor on quality and proceedable likeliness of enquiry types.
  • Liaise with the relevant regional sales teams which form the divisional structure to ensure understanding of development changes and updates.
  • Attend departmental meetings as required.
  • Complete mandatory training programmes as required including GDPR and cyber security.
  • Ensure compliance with Company Health and Safety policies and procedures and legislation.
  • Provide supervisor with monthly commission claim using accurate information.

Finally, let’s tell you a bit more about us...

We’re Vistry Group, the UK’s leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they’re needed most.

You’re probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there’s nowhere better to build your career. We’re proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.

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