Inbound Agent (Ringfenced Opportunity Only)

Inbound Agent

• *PLEASE NOTE THIS IS A RINGFENCED OPPURTUNITY AND ONLY SELECT EMPLOYEES WILL BE CONSIDERED AT THIS TIME*
• Earnings: £24,784.50 Basic + Performance Bonus
• Earn up to an additional £6,000 per year
• Full Time | Permanent | Remote (With occasional need for travel for meetings and training)
• Working Pattern: 5 out of 7 days, with the expectation of 2 weekend days worked in every 4

Purpose of the Job

• This role will be required to handle inbound customer contact across telephone and live chat, delivering
• knowledgeable, friendly and efficient service that resolves the customer's query at the first point of contact wherever
• possible. The Associate will own the outcome of every interaction end-to-end, and work to exceed individual and team
• targets.
• Key Skills, Experience & Knowledge: • Proven experience of customer service in a contact centre or similar inbound environment

• Track record of resolving queries confidently across voice and text-based channels
• Comfortable working to KPIs and targets (calls/chats per hour, availability, conversion, CSAT)
• Strong written and verbal communication, with the ability to adapt tone across channels
• Consultative, customer-first approach to sales
• IT literate and confident learning new systems
• Calm, practical problem-solver with high integrity, even under pressure

Key Responsibilities

Customer outcome & commercial

• Advise accurately on customer queries across telephone and live chat, in line with business policy and procedure
• Own the customer outcome end-to-end; resolve at first point of contact wherever possible and take responsibility

for chasing resolution when it isn't

• Work to exceed set targets on booking quality valuations and achieving all other targets set individually and as a

team

Channel delivery (telephone & live chat)

• Maintain awareness of call and chat queues; ensure full availability to respond efficiently across both channels
• Deliver a consistently excellent live chat experience, matching the accuracy and warmth expected on the phone
• Make outbound calls and send follow-up messages to resolve previous issues or queries in a timely manner

Job Profile

Process & compliance

• Log comprehensive customer notes after every interaction, on every channel, to ensure full history is available for

future reference

• Accurately input customer details, quotations and offers on relevant systems
• Maintain current knowledge of business, product and software updates across every channel

Collaboration & escalation

• Liaise efficiently with stakeholders on viewings, valuations, mortgage appointment and bookings to ensure the

best possible customer journey

• Partner with other departments on overspill calls and chats; follow up by phone, chat or email as needed
• Escalate complex issues to line management in a solution-orientated, timely manner

Personal standards

• Undertake any reasonable ad-hoc duties as required

Key Performance Indicators

• Availability and efficiency across telephone and live chat queues
• Calls and chats handled per hour/day
• Average handle time and average speed to answer
• First time resolution rate
• Conversion rate (enquiry → booking → instruction)
• Customer satisfaction (CSAT) and survey scores
• Call and chat quality score

What Success Looks Like

• Customers receive the right outcome first time, regardless of channel
• Consistently high-quality conversations across telephone and live chat, reflected in strong CSAT and quality

scores

• Full, accurate customer history logged on every interaction
• Steady, reliable conversion from enquiry through to instruction
• Smooth handoffs with Agents and other departments, with nothing left outstanding