Outbound Customer Service Advisor - 250 - £22-25k

Posted 1 year ago

High Wycombe – Office Based

General Expectations

To call and manage the 70% of customers not handled by the reps and ensure we build relationships with them.
To support the reps and help manage the top 30% of customers.
To pro-actively promote new products, support the customer’s needs and requirements and ask for any business where possible.
To support the in-bound team when necessary in all aspects of that role, however the earlier we make our outbound call and thereby reaching the customer first, this will help reduce the pressure on the volume handled by the inbound team.
To work collectively as a team; supporting each other and the rest of the business to give the customer the best experience possible.
To charge the correct carriage as applicable.

Outbound Call Activity

To make a minimum of 25-35 proactive outbound calls daily to your customer base – this should happen during the first part of your day I.e. before lunch.
To achieve a minimum 50% call to order conversion rate. I.e. to take an order 1 out of 2 calls.
To aim to hit your monthly targets in both Turnover and GP.
At End of Month period to contact top 20% of customers not already called on by the rep.
End of Month period to make contact with a minimum of 50 outbound calls per day to the remaining 70% of your customer base.

Personalised Call Plan

To create your own personalised FLEXIBLE call plan.
- it will be flexible to allow for the administrative function of your roles as well.
The call plan will also address the following:
- On a weekly basis which customers should be targeted
- Call to reps each morning between 8.30 – 9.15am
- All outbound calls to start between 9.15 – 9.30am
- Aim to reach minimum outbound call target before lunch time
- From lunch time onwards Inbound support/ Admin/Invoicing / Paperwork / Catch up / Outbound calls if possible
- Minimum of 30 pro-active outbound calls daily
- Minimum 50% call to order conversion rate
- A ‘branded’ calls week
- End of Month week
- Top 30% focus plan
- Remaining 70% customer base plan

Working hours –

Training & Development

Calendarised technical training and support will be provided by Amanda/Team
Working with the Reps when they are in the office
Working with our closest suppliers when they are in the office.
Calendarised visits to dental labs/roadshows to understand their working environment.
Weekly morning catch up meeting to discuss stats/orders/issues etc .

General Expectations

To pro-actively promote new products, support the customer’s needs and requirements and ask for any business where possible.
To support the in-house digital team when necessary in all aspects of that role,
To work collectively as a team; supporting each other and the rest of the business to give the customer the best experience possible.
Maintain high quality CRM records and calendars
Adhere to all company policies and procedures

Other

Outbound Customer Service Advisor – 250 – £22-25k