OnlyLaw
Call Center Executive
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About the Company
We are currently seeking a motivated and experienced Call Centre Executive to join our growing team. This is an excellent opportunity to become part of a thriving and professional organisation, with opportunities for career progression and an attractive performance-based bonus scheme.
About the Role
As a Call Centre Executive, you will be responsible for handling inbound and outbound calls, communicating with customers and potential clients, following up on enquiries, and providing a high standard of customer service. You will play an important role in converting enquiries into successful opportunities while meeting agreed performance targets.
Responsibilities
- Handle a high volume of inbound and outbound calls professionally and efficiently.
- Respond to customer and client enquiries by telephone and provide accurate information.
- Make outbound calls to prospective customers and follow up on leads.
- Build rapport with customers and understand their needs and requirements.
- Identify opportunities and convert enquiries into appointments, leads, or sales where appropriate.
- Follow up with customers and maintain regular communication.
- Record and update customer information accurately on the CRM system.
- Maintain accurate records of calls, enquiries, outcomes, and follow-ups.
- Provide excellent customer service throughout every interaction.
- Handle customer concerns and resolve issues professionally, escalating where necessary.
- Meet and exceed individual and team call, conversion, and performance targets.
- Work closely with other teams to ensure a smooth customer journey.
- Follow company procedures, scripts, and quality standards.
- Maintain a professional and positive approach at all times.
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Qualifications
- Previous experience in a call centre, telesales, customer service, or telephone-based role is preferred.
- Excellent verbal communication and interpersonal skills.
- Confident and professional telephone manner.
- Strong customer service skills.
- Ability to handle objections and challenging conversations professionally.
- Target-driven with a strong focus on achieving results.
- Good computer skills and the ability to use CRM systems.
- Strong organisational and time-management skills.
- Ability to manage multiple calls and follow-ups effectively.
- Previous experience working to KPIs or performance targets is advantageous.
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Required Skills
- Excellent communication skills.
- Confident telephone manner.
- Strong listening and questioning skills.
- Customer-focused approach.
- Ability to build rapport quickly.
- Good objection-handling and negotiation skills.
- Target-driven and results-oriented.
- Strong attention to detail.
- Ability to work independently and as part of a team.
- Good IT and CRM skills.
Preferred Skills
- Previous call centre or telesales experience.
- Experience working with leads and outbound calling.
- Experience in a target-driven environment.
- Experience using CRM or customer management systems.
- Experience within a professional services or legal environment is advantageous.
Pay Range and Compensation Package
Competitive salary of up to £26,000, with a performance-related bonus and OTE up to £35,000.
Equal Opportunity Statement
We are committed to diversity and inclusivity and welcome applications from candidates of all backgrounds.
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