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Customer Engagement Consultant

Location: SWINDON, WILTSHIRE Salary: 10.99 - 10.99 GBP Per Hour
Sector: Sales Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 2 months ago Reference: 3098226
CUSTOMER ENGAGEMENT CONSULTANT

Location: Swindon 
Pay Rate: £10.99 per hour 
Duration: Temp - Perm 


Reporting to the Customer Engagement Supervisor, the primary purpose of the Customer Engagement Consultant is to undertake proactive outbound calls to existing clients to ascertain whether they wish to discuss their needs with an adviser and, where interested effectively direct them to the right part of the business.

The Customer Engagement Consultant will, from time to time, also be expect to promote the Company’s products or services, respond to customer enquiries and undertake customer research.

KEY ACCOUNTABILITIES


- Initiate outbound calls to existing clients to maximise transfer opportunities through professional and confident communication.
- To respond to any questions, issues from qualified financial adviser in respected of referred client.
- To handle inbound calls and ensure all of the customer's enquiries are dealt with in a positive and timely manner.
- Diary management and contact scheduling to the point of hand-over with the adviser.
- Update point of sale/CRM systems to track activity and ensure the telephony dialler system for clients whether interested or not.
- Where required, handle customers across different platforms, including Social Media, Email, Live Chat and Telephony

KEY PERFORMANCE INDICATORS

• To ensure that queries are responded to within our agreed response time
• To ensure the best Customer Care experience is given to all customers
• To achieve KPI’s whilst maintaining excellent quality

DECISION MAKING

- Exercise skill and judgement to ascertain client interest and determine whether the client is to be referred or not.
- Escalate and refer complex quires and or complaints to Customer Engagement Supervisor

QUALIFICATIONS/EXPERIENCE
• Ideally have previous experience within a customer services / sales based role
• Call centre environment
• Outbound calls desirable
• GCSE level (C or above in Maths & English)
• Microsoft suite including excel, word, Outlook etc

SKILLS AND COMPETENCIES
• Demonstrate real enthusiasm and have a persuasive ability
• Self-motivated and organised
• Resilient with a professional and confident telephone manner
• Ability to work well as part of a team or independently on own initiative
• Excellent telephone manner
• Excellent English spelling and grammar
• Computer literate
• Punctual and reliable
• Flexible in working hours
• Demonstrate patience & be able to listen
• Have resilience and thrive in fast paced sales environment
• Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and closing)
• Genuine passion for speaking to customers, answering queries and a clear communicator
• Flexibility and able to adapt quickly to changing priorities
• Ambitious and willing to accept new challenges

If you are interested in the position please apply online or email Deborah.Hughes@reedglobal.com. 



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