Head Office – Blackwood
Call Centre Team Manager
Vibrant is a great business. We have a plan to treble our revenue and profit over the next three years as we continue our journey to become the ‘go to’ option for outsourced logistical support in the residential services market. Growth is bringing fantastic opportunities for people to join our team and journey. Our shareholders are made up of the top three estate/letting agents in the UK. To become part of the team you must want to delight our customers – this must be part of your very DNA – it’s a prerequisite for every role at Vibrant! We look forward to meeting you.
MAIN PURPOSE OF THE ROLE
You will ensuring that orders received by Vibrant are called and booked in a timely manner, to ensure our clients can market or rent their properties quickly.
You will be responsible for liaising with customers and our field teams to schedule and book in appointments for Energy Performance Certificates and Property Reports (including inventories & Legionella Risk Assessments)
A natural results-driven problem solver you will look to take ownership of cases and drive them through to successful completion for our customers, meeting and exceeding KPI’s. Exceptional customer service will be the driving force behind all that you do.
VIBRANT CORPORATE VALUES
We deliver excellence through service.
We are flexible and welcome change.
We dedicate ourselves to learning and continuous improvement.
We celebrate success in all of its forms.
We have fun and build community.
We are passionate and committed in everything we do.
We find solutions, not objects of blame.
We make a positive difference to our customer and the environment
Responsible to making outbound calls to book appointments with customers.
Responsible for coordinating and booking assessor diaries using the diary booking system
Responsible for booking appointments with customers, quickly and accurately.
Responsible for finding ways to secure an appointment with difficult to reach customers.
KEY PERFORMANCE INDICATORS
KPI 1 – Order to booking (within 4 hours)
KPI 2 – Utilisation (% of Bookings)
KPI 3 – Accuracy of Bookings
A minimum of 5 GCSE’s (or equivalent qualifications), with passes at Grade C or above.
A relevant customer service qualification, such as NVQ Level 2
Demonstrable experience of working in a customer focused environment.
Demonstrable experience of scheduling/diary management
Demonstrable experience of working in a high volume telephone environment
Experience of the residential property services market.
Experience of energy efficiency products (commercial or residential).
Excellent Customer Service Skills
Very strong verbal communication skills
Excellent team player with a hands on approach
Ability to listen attentively, identifying important information and capture that data accurately.
Strong Organisational Skills
Resourceful and a good decision-maker.
Strong computer skills, particularly typing skills and the ability to use Microsoft Computer Packages and the Internet
Salary will be in line with National Minimum Wage and National Living Wage
A performance related bonus, paid monthly
20 Days Holiday, plus 8 days bank holidays
PerkBox Discount Scheme
Company Auto Enrolled Pension – Company Matched contribution up to 1%
Potential Support for recognised customer service qualifications.
You will be required to work a rotating shift pattern between the hours of 8am to 8pm Monday to Saturday. Currently our opening hours are Monday to Thursday 8.30am to 8pm, Friday 8.30am to 6pm and 9am to 1pm on a Saturday. Late Shifts are worked at 1 per week, with Saturday’s currently 1 in 4.