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JOB TITLE:
Inbound Executive
REPORTS TO:
Inbound Lead Manager
LOCATION:
Support Centre, Norwich /
(Hybrid after probation - 3/5)
WORKING CONDITIONS:
M-F 9am - 5pm (35 hrs/wk)
POSITION SUMMARY AND CANDIDATE PROFILE
A member of the Inbound Lead Team managing high volume of inbound and outbound calls in a timely manner. Able to show initiative and engagement with callers to offer solutions and direction. Must be capable of working and managing case load with appropriate support following comprehensive training.
Working in the Group
This is an excellent opportunity for a capable individual who enjoys working as part of a team to deliver excellent client service. The ideal candidate will be looking to develop their skills in a rapidly growing and dynamic business.
Experience the rewarding and varied nature of working with a range of businesses units and individuals in a friendly supportive atmosphere.
Work for an employer who invests in career development with opportunities for growth and development.
RESPONSIBILITIES
To be an active member of or friendly inbound lead management team for the Accountants brand supporting a network of over 400 UK based franchisees.
Responsible for:-
- Managing inbound leads whilst aspiring to the business Inbound lead target, achieving a fair share of calls within the team.
- Following inbound procedures and training to ensure the quality of qualified leads is maintained.
- Follow up on leads, including cancelled call backs and low lead data.
- Refer enquiries to technical team for guidance where necessary.
- To inform Inbound Manager of any technical or franchisee difficulties whilst handling call.
- Any other duties, as directed by the Inbound Lead Manager, for which you are capable and qualified.
GENERAL MINIMUM JOB STANDARDS & RESPONSIBILITIES
- Quality of work: accuracy, thoroughness, completeness. Can be relied upon to ensure tasks are completed to a high standard and in good time.
- Communication: strong skills both verbal and written. Skilled and compassionate listener and reader able to understand and examine inbound enquiries and effectively respond and direct. Able to build trust and rapport by applying tone, style and appropriate language to communications.
- Teamwork: Is a positive and effective team player. Treats colleagues with dignity and respect. Communicates issues or problems within the team and with Management as necessary.
- Administration: Sets own goals and checks processing is accurate and timely. Raises issues promptly, follows up on outstanding tasks and ensure complete and accurate records.
PERSON SPECIFICATION & SKILLS REQUIREMENTS
Essential experience and skills required:
- Must have 1+ years in a customer service role.
- Minimum of GCSE Grade C English Language qualification or equivalent.
- Confident communicator with strong skills both verbal and written.
- Excellent telephone communication and active listening skills.
- Skilled and empathetic listener able to understand and respond to all levels of inbound enquiries. Able to build trust and rapport by applying tone and appropriate language
- Excellent administration skills. Well organised with a keen eye for detail and accuracy. Proficient in Office 365 and CRM (or other databases).
- Ability and confidence to work on own initiative. Able to prioritise a busy and varied workload and to work quickly and accurately and to manage own deadlines.
- Excellent team player and enjoys working in a busy and diverse service environment and communicates well to become part of a dynamic and growing team.
