Inbound Agent (Ringfenced Opportunity Only)

Inbound Agent

*PLEASE NOTE THIS IS A RINGFENCED OPPURTUNITY AND ONLY SELECT EMPLOYEES WILL BE CONSIDERED AT THIS TIME*

Earnings: £24,784.50 Basic + Performance Bonus

Earn up to an additional £6,000 per year

Full Time | Permanent | Remote (With occasional need for travel for meetings and training)

Working Pattern: 5 out of 7 days, with the expectation of 2 weekend days worked in every 4

Purpose of the Job:

This role will be required to handle inbound customer contact across telephone and live chat, delivering 
knowledgeable, friendly and efficient service that resolves the customer's query at the first point of contact wherever 
possible. The Associate will own the outcome of every interaction end-to-end, and work to exceed individual and team 
targets.  

Key Skills, Experience & Knowledge:• Proven experience of customer service in a contact centre or similar inbound environment 
• Track record of resolving queries confidently across voice and text-based channels 
• Comfortable working to KPIs and targets (calls/chats per hour, availability, conversion, CSAT) 
• Strong written and verbal communication, with the ability to adapt tone across channels 
• Consultative, customer-first approach to sales 
• IT literate and confident learning new systems 
• Calm, practical problem-solver with high integrity, even under pressure 
 

Key Responsibilities:

Customer outcome & commercial:

• Advise accurately on customer queries across telephone and live chat, in line with business policy and procedure 
• Own the customer outcome end-to-end; resolve at first point of contact wherever possible and take responsibility 
for chasing resolution when it isn't 
• Work to exceed set targets on booking quality valuations and achieving all other targets set individually and as a 
team 

Channel delivery (telephone & live chat): 
• Maintain awareness of call and chat queues; ensure full availability to respond efficiently across both channels 
• Deliver a consistently excellent live chat experience, matching the accuracy and warmth expected on the phone 
• Make outbound calls and send follow-up messages to resolve previous issues or queries in a timely manner 

Job Profile

Process & compliance: 
• Log comprehensive customer notes after every interaction, on every channel, to ensure full history is available for 
future reference 
• Accurately input customer details, quotations and offers on relevant systems 
• Maintain current knowledge of business, product and software updates across every channel 
Collaboration & escalation: 
• Liaise efficiently with stakeholders on viewings, valuations, mortgage appointment and bookings to ensure the 
best possible customer journey 
• Partner with other departments on overspill calls and chats; follow up by phone, chat or email as needed 
• Escalate complex issues to line management in a solution-orientated, timely manner 
Personal standards: 
• Undertake any reasonable ad-hoc duties as required 
 
Key Performance Indicators
• Availability and efficiency across telephone and live chat queues 
• Calls and chats handled per hour/day 
• Average handle time and average speed to answer 
• First time resolution rate 
• Conversion rate (enquiry → booking → instruction) 
• Customer satisfaction (CSAT) and survey scores 
• Call and chat quality score 
 
What Success Looks Like 
• Customers receive the right outcome first time, regardless of channel 
• Consistently high-quality conversations across telephone and live chat, reflected in strong CSAT and quality 
   scores

• Full, accurate customer history logged on every interaction 
• Steady, reliable conversion from enquiry through to instruction 
• Smooth handoffs with Agents and other departments, with nothing left outstanding