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Contact Centre Advisor

Date Posted: 30-Mar-2017
Closing Date: 30-Mar-2018
Location: Ringwood, Dorset
Salary: Minimum - £7.69, Maximum - £7.69 per Hour
OTE: £ 21,000
At BH1 Consultancy we like to simplify recruitment and we reward and recognise success. Therefore whether you are looking for a career move or looking to recruit, you will receive a completely committed and dedicated service every step of the way. BH1âs company philosophy is to provide an honest, dedicated, cost effective and professional service whilst remaining bespoke to any individual requirements. Whether you are looking for a career change or looking to recruit, we listen in depth to your requirements and look at the bigger picture. BH1 Consultancy offer a fully tailored package to each individual requirement and through our expertise and experience each client receives a personal and professional attention whether you are an employer looking to appoint or looking for your next career move. Our hard work has earned the respect within the business community and our reputation reflects the high standards we demand of ourselves. BH1 Consultancy possesses experience, friendliness and professionalism plus a large database of candidates to help us serve clients in an agreed and timely manner. We have an honest recruitment process, strict vetting and assessments of candidateâs skills and one-to-one interviews. This process helps us get to know our applicants and our applicantâs skills in depth.
Job Description:

This is Inbound customer service role and warm lead outbound telesales for our client

Inbound involves taking calls for new orders and all customer service queries from existing and new customers.

Outbound involves calling past and present members of the “our clients Tasting Club” offering Hotel Chocolat Introductory chocolate selections and / or seasonal “Special” chocolate selections.

Main Purpose of role:

This role will be a sales and customer service role. Outbound will be warm telesales calling and inbound will be customer service calls and upselling.

• To deliver an exceptional our clients customer experience at all times
• To deliver the required sales targets.
1. Outbound Specials campaign 1.5 boxes per sale
• To deliver the required productivity targets.
1. Average wrap time 40 seconds
2. Minimum 5 DMC’s per hour
• To deliver the required call quality targets
1. 85% QSE Score
Position in Organisation
The Contact Centre Consultant reports directly into our clients Team Leader

• Previous Customer Service experience is essential
• Experience of delivering against clear targets is essential
• Previous telesales experience is desirable
• Previous call centre experience is desirable
• A genuine love of chocolate would be an advantage!
Who are our client
Our Client are an outsourced services provider which means we take and make calls on our client’s behalf. One of our key clients

Our Client is a British chocolatier & cocoa grower with over 70 stores in the UK. 5 within the US and Middle East as well as 2 UK restaurants, 1 London café and an exclusive luxury hotel. also provide award winning beauty products and fragrances.

Skills Requirements
Client skills required…
1. A natural ability to listen and communicate
2. A confident and professional manner
3. Ability to deliver against clear targets (productivity, quality and sales)
4. Ability to work in a paperless and pen-less environment
5. Ability to work from a calling guide but also build natural rapport
6. Ability to have fun at work!

Calling Guides
Our Client will provide “calling guides” to all consultants – these have been written by our clients and have been created with Consultant success in mind – Our Client offers all relevant rapport and sales training as well as how to handle likely objections. The guide will walk you and the prospect through the sale.

Operational Days and Hours
Calling hours for Hotel Chocolat are typically between 8.30am – 8pm Monday to Friday and 8:30am – 5pm Saturday and Sunday. Our Client operate extended season hours and UK bank holidays. The call centre opening hours are between 8am and 10pm Monday to Sunday and we reserve the right to change the working hours with sufficient notice. You will need to be available to work between these hours if required.
Database, Systems & Training
Full training will be given by our client and will include supporting on-going training requirements of all Consultants. A key part of the training will be chocolate tasting! Our clients induction will include many areas covering the Data Protection Act (DPA) the DBF Quality Management System and Treating Customers Fairly (TCF).

Consultant Employment Basis
Depending on suitability, CCC’s will be employed as “Temps” or “Perms” with the possibility of a permanent position.
Achievement Results
CCCs are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, sales conversion and call quality targets. Our Client have a structured Performance Management Programme to support and measure individual and team performance.
Our client is a growing business and there will be good opportunities for candidates who wish to progress within the organisation.

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40 per week


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