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 Newcastle upon Tyne. 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
  • Salary sacrifice car scheme available to all employees
  • Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
  • 2 Volunteering days per annum
  • Private medical insurance, with employee paid cover
  • Enhanced maternity, paternity and adoption leave
  • Competitive pension scheme through salary sacrifice
  • Life assurance at 4 x your annual salary
  • Share save and 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 build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. 

Join us in making Vistry.  

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