Full job description

Are you passionate about making a real difference in people’s lives while helping a business thrive? Join us as a Contact Centre Representative, where your communication skills, commercial instinct, and empathy will help customers access life-enhancing telecare solutions—while you play a key part in our sales and retention success.

Hours: 37.5 hrs per week. Temp initially to becoming perm if all is well on 28th September.

Working 5 days a week, between Mon and Sun, 8-hour shift (including 30-mins unpaid break) between 08:00 - 20:00

£24,979.50 per annum (£12.81 per hour) plus PRP. OTE up to £33,379.50 annually.

Norwich 3 days in office, 2 days at home – when fully trained

In-office assessment day: 27th Aug from 13:00 to 16:00

Start Date: 7th Sep – please note no holiday is allowed in Sept due to training.

Training: You need to be able to commit to 2 weeks of Full-Time Training, Monday - Friday 09:30 - 17:00

Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing.

You’re a natural relationship builder with a flair for sales and a heart for service. You thrive on engaging with customers, understanding their needs, and guiding them to the right solutions—whether that’s a new device, an upgrade, or simply reassurance. You’re confident handling both inbound and outbound enquiries, and you know how to turn conversations into opportunities.

You’re tech-savvy, organised, and detail-oriented, with experience using CRM systems and Microsoft Office. You communicate clearly, listen actively, and always aim for win-win outcomes. Self-driven and resourceful, you’re ready to exceed targets and raise the bar for quality and productivity.

Bonus points if you’ve worked with third-party payment platforms or know your way around C365 products—but if not, you’re eager to learn and grow.

WHAT YOU'LL DO

• Handle inbound and outbound customer enquiries across phone, email, and digital channels with professionalism and care
• Generate and convert sales leads through proactive outreach and effective engagement
• Provide accurate product information and tailored recommendations
• Build strong customer relationships to encourage repeat business and loyalty
• Identify and promote upgrade opportunities that enhance safety, independence, and quality of life
• Clearly explain the benefits of upgraded devices and services
• Achieve and exceed individual and team sales targets, KPIs, and revenue objectives
• Spot upselling and cross-selling opportunities in every interaction
• Prepare accurate quotations, process orders, and ensure timely follow-up
• Maintain up-to-date knowledge of products, services, and market trends
• Contribute to continuous improvement by sharing feedback on customer needs and market opportunities
• Engaging with customers to resolve queries and promote solutions
• Negotiating and closing sales that balance customer needs with business goals
• Keeping accurate records of all interactions and agreements
• Monitoring and following up on sales pipelines and upgrade opportunities
• Staying compliant with policies, regulations, and service standards
• Hitting performance targets across sales, quality, and customer satisfaction
• Handling challenging conversations with empathy and professionalism
• Sharing insights and collaborating with your team to drive succeed

Please do call the Norwich office of Reed and ask for Andrea, Maxine or Isobelle