Full-time Tele Consultant

Purpose of Job

To respond to inbound e-mails/telephone calls from customers who require information on mortgages. Where required arrange appointments for customers to have a face to face meeting with an Independent Mortgage Advisor from our panel. If a face to face meeting is not available then a telephone consultation can be arranged.

Principal Responsibilities

1 Deal with all e-mails/telephone calls within pre-defined script
2 Achieve KPI’s set out by manager
3 Work as part of the team to achieve service levels
4 Proactively identify and recommend process improvements within the team
5 Any other ad-hoc duties as required.

Knowledge

PC literate
Call centre experience
Excellent customer service skills

Personal Qualities

Good communication skills
Ability to communicate effectively with colleagues and leadership team
Logical approach
Good team and interpersonal skills
Ability to work well under pressure
Ability to work un-supervised

Attendance

Normal full time attendance is 37½ hours per week working between 9.30am and 8:30pm on a rota basis that may include Saturday mornings. However, a need may arise from time to time where flexibility in the hours will be required.

Qualification Level Required

Essential:
Sound basic education, numerate with demonstrably good use of English, written and oral. Demonstrable potential for further development

Desirable:
GCSE Maths and English
Previous call centre experience