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Bracknell

    Contact Centre Process Manager - Bracknell, United Kingdom - Chancellors

    Chancellors
    Chancellors Bracknell, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    This is an exciting opportunity to join our successful and fast-paced Contact Centre team at out Head Office in Bracknell.

    We are looking for an Experienced Estate Agent to use their expertise and knowledge to lead from the front and guide our teams in every improving quality conversations with our customers and clients that maximise our business relationships and the services provided across our business. The role involves active coaching and support across the contact centre team to achieve team and personal targets.

    KEY RESPONSIBILITIES

  • Assist the Team Managers to drive performance levels within the team and optimise the conversion of business from the opportunities available in line with targets.
  • Assist in running the morning/welcome briefing
  • Agrees with Team Managers objectives and supports the maximisation of data for each call session per day
  • Gives feedback to the Central Sales Manager from the team as to what is working/not working and develops plans on where and how to mine data for maximum return
  • Support the Team Managers to run and take part in competitions and incentives within the call centre to drive performance
  • Conduct call listening in order to coach the team on best practice and scripting.
  • Assists with the implementation of the call centre strategy as set by the Central Sales Manager
  • Escalate underperformance to Team Managers/ Central Sales Manager while developing the skills of the individuals to maximise their opportunity for success
  • Undertake reviews with team remembers as directed in order to improve scripting and conversion of business opportunity
  • Develop and build strong relationships with Branch staff. Collate and coordinate feedback from the branch operation to better maximise the contribution of the call team as a whole as well as to support the training and scripting of the individuals within it
  • Research and maintain knowledge of up to date information on Chancellors branches/operational areas within their own cluster to assist with the sales of Chancellors Group services and products
  • Work with the branches and other Heads of Process to optimise the conversion of potential business opportunities
  • Responsibility for escalation of any staff issues to HR/Management
  • Monitor and maintain the rules for referral ownership
  • Support the Team Managers to initially handle internal disputes to resolve and where unable or where personally involved escalates to Central Sales Manager
  • First-line handling of any arising branch issues, escalate to Central Sales Manager as appropriate
  • Responsibility for supporting the Team Managers with the training of new starters
  • Inform team of new product launches and assist with script preparation
  • Ongoing listening to calls and providing feedback to all team members re quality/missed opportunity
  • Where needed, take inbound calls from and make outbound calls to Chancellors Group customers and clients and generate and book appointments and referrals for Chancellors Group offices
  • Review scripting to enhance and maximise opportunity and conversion of calls to business

    • THE IDEAL CANDIDATE:

  • Previous estate agency experience
  • Enthusiastic and pro-active team player with can-do attitude
  • Able to effectively motivate a team
  • Able to liaise with clients confidently and professionally
  • Highly organised
  • Intermediate Word, Excel and Outlook skills
  • Good attention to detail
  • Strong and confident communicator with high level of written and spoken English
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