Inbound & Outbound Customer Services Call Handler

at  SDL Surveying

We are looking for a target driven Customer Service Inbound and Outbound Call Handler (Operations Processes Advisor) to join us on a full time, permanent basis. We accommodate hybid working (3 days from our Chilwell offices and 2 days working from home.) Basic salary is £23,400, the typical monthly bonus is £200 and OTE is circa £25,800. There is also a requrement to work 1 in 4 Saturdays (9am - 1-pm) on a rota basis, for which when worked overtime is payable at time and a half.

ABOUT US

SDL Surveying is the UKs largest independent provider of mortgage valuations. We feel very passionate and proud of our people, as they are the key to our success.

WHO WE ARE LOOKING FOR TO BECOME OUR CUSTOMER SERVICE INBOUND AND OUTBOUND CALL HANDLER (OPERATIONS PROCESSES ADVISOR)

• Target driven to make and receive high volumes of calls and convert into booked appointments
• Good communication skills
• Confident telephone manner
• Problem solving skills
• Strong typing skills
• Can do attitude
• Willingness to progress
• Great at working as part as a team
• Flexible
• Looking to build a career with SDL Surveying and progress
• Right to work in the UK and ability to successfully pass our pre employment checks

1. Appointment Booking - conducting outbound and inbound calls.

Responsible for:

• Prioritising the work queue in order of SLA and arranging appointments for all cases received within SLA, liaising with applicants, vendors, estate agents.
• Ensuring surveyors’ diaries are fully booked and are at maximum capacity each day.
• Offering non-optional timeslots to customers which maximise bookings within SLA, objection handling on majority of calls.
• Using initiative to mitigate disruption due to last minute changes and making effective use of available timeslots.
• Following up calls where necessary whilst managing customer expectations effectively.
• Identifying and escalating priority issues.
• Receiving inbound calls from customers and booking their appointments

1. Call Handling - managing our inbound line and making follow up calls when required.

Responsible for:

• Answering a high volume of inbound calls from clients and customers.
• Following up calls where necessary whilst managing customer expectations effectively
• Identifying and escalating priority issues and cases
• Updating clients and customers with instruction information
• Sending reports and information to clients
• Contacting customers directly with regards to surveys that have been instructed
• Identifying marginal gains opportunities and communicating them to Line Manager
• Any other duties as assigned by your Line Manager.