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- Tasks: Handle customer enquiries and support sales teams to enhance customer satisfaction.
- Company: Join Vistry, a top UK housebuilder with a commitment to integrity and quality.
- Benefits: Enjoy competitive salary, annual bonus, up to 39 days leave, and private medical insurance.
- Why this job: Be part of a dynamic team making a real impact in the housing industry.
- Qualifications: 5 GCSEs including Maths and English; experience in a busy contact centre is a plus.
- Other info: Flexible working options available; great career growth opportunities.
We have exciting opportunities for Contact Centre Operatives to join our team within Vistry Services Division, where you can be based near to any of our South regional offices. As our Contact Centre Operative, you will improve the way the Division/region deals with incoming customer enquiries and delivering greater customer satisfaction by responding in a timely and efficient manner. This is a high volume call centre based vacancy, whereby the expectation is to make / received roughly 10 calls per hour. The role will also support the Sales Consultants by booking viewing appointments. You will also support the sales and marketing teams in order to maximise the efficiency of sales consultants’ time so they can focus on qualified leads.
This role will be worked on a rota basis from Monday - Sunday, with core hours from 9am-8pm and 10am-5pm on Sundays. This is a 20 hours per week part-time role.
We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.
What’s in it for you:
- Competitive basic salary and annual bonus
- Salary sacrifice car scheme available to all employees
- Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
- 2 Volunteering days per annum
- Private medical insurance, with employee paid cover
- Enhanced maternity, paternity and adoption leave
- Competitive pension scheme through salary sacrifice
- Life assurance at 4 x your annual salary
- Share save and share incentive schemes
- Employee rewards portal with many more benefits
In return, what we would like from you:
- Behave in line with our company values – Integrity, Caring and Quality
- Full clean driving licence
- 5 GCSEs or equivalent including Maths and English
- Working with IT systems e.g., Outlook, Excel
- Working with prospect databases
- Experience of working in a busy contact Centre environment
- Good administration skills
- Accuracy and good attention to detail
- Good telephone skills
- Good organisational skills
- Excellent communication skills
- A friendly, trustworthy, and professional attitude
- Ability to work under pressure and meet deadlines and targets
- Ability to work effectively in an office or home environment
- Willing to be flexible in respect of day-to-day duties and hours worked
- Willing to travel to all sites on an ad hoc basis within the division as required to support development understanding
Desirable:
- Experience of working Microsoft Dynamics
- Experience and understanding of the new build industry and customers journey to buy a home
- Experience in a customer facing role
- An understanding of the property and housing market
More about the Contact Centre Operative role:
- To utilise Contact Centre operative skills and expertise in supporting the business in achieving its objectives and prompt enquiry response, profiling of customers and achieving / reaching optimum conversation rate of enquiry to successful appointment.
- Respond to all online customer enquiries received through the various marketing channels in a timely manner as per the Vistry Contact Centre processes and procedures.
- Have knowledge of the divisional sites, house types and purchase assistance schemes in order to be able to respond to customer enquiries effectively.
- Liaise with the Sales Consultants on site ensuring a streamlined operating process and excellent customer experience.
- Manage the CRM system (Keys) to ensure accurate management of enquiries and enhancing customer profiling for the benefit of optimised 121 engagement and marketing.
- Undertake all tasks accurately and efficiently and in accordance with GDPR.
- Deal with all customer enquiries in a polite, efficient, and confidential manner.
- Ensure compliance with Company policies and procedures.
- Assist the supervisor to provide visibility of performance of opportunities for optimisation.
- Provide regular feedback to the supervisor on quality and proceedable likeliness of enquiry types.
- Liaise with the relevant regional sales teams which form the divisional structure to ensure understanding of development changes and updates.
- Attend departmental meetings as required.
- Complete mandatory training programmes as required including GDPR and cyber security.
- Ensure compliance with Company Health and Safety policies and procedures and legislation.
- Provide supervisor with monthly commission claim using accurate information.
We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.
Join us in making Vistry.
Contact Centre Operative employer: Vistry Group PLC
Contact Detail:
Vistry Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Vistry and its values. This will help you align your answers with what they care about, like integrity and quality.
✨Tip Number 2
Practice makes perfect! Try role-playing common call scenarios with a friend or family member. This will help you feel more confident when handling customer enquiries during the actual job.
✨Tip Number 3
Show off your skills! During the interview, highlight your experience in busy contact centres and your ability to manage multiple calls efficiently. They want to see that you can handle the pressure!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're keen and professional, which is always a plus!
We think you need these skills to ace Contact Centre Operative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant IT skills, as these are key for the Contact Centre Operative role.
Craft a Compelling Cover Letter: Use your cover letter to showcase your personality and explain why you’re a great fit for our team. Mention specific examples of how you've handled customer enquiries or worked in a busy environment to demonstrate your suitability.
Showcase Your Communication Skills: Since this role involves a lot of phone interaction, make sure to highlight your excellent communication skills in your application. Use clear and concise language to convey your points effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Vistry Group PLC
✨Know the Role Inside Out
Before your interview, make sure you understand the key responsibilities of a Contact Centre Operative. Familiarise yourself with the expectations around handling customer enquiries and supporting sales consultants. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Show Off Your Communication Skills
As this role involves a lot of phone interaction, practice your telephone etiquette. Be ready to showcase your ability to communicate clearly and professionally. You might even want to prepare a few examples of how you've successfully handled customer queries in the past.
✨Demonstrate Your Organisational Skills
With the expectation of making and receiving around 10 calls per hour, it's crucial to show that you can manage your time effectively. Think of examples where you've juggled multiple tasks or worked under pressure, and be prepared to discuss them during the interview.
✨Emphasise Your Team Spirit
Vistry values collaboration, so be sure to highlight your ability to work well within a team. Share experiences where you've contributed to a positive team environment or supported colleagues, as this will resonate well with their company culture.
