Dental Directory
Contact Centre Agent
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We’re looking for a confident, customer-focused and commercially driven Contact Centre Agent
We’re looking for a confident, customer-focused and commercially driven Contact Centre Agent to join our team and help deliver an exceptional experience for Dental Directory customers across the UK.
Responsibilities
You’ll be one of the first points of contact for our customers, supporting them with everything from placing orders and answering product queries through to resolving issues and identifying opportunities to provide additional products and services that meet their needs.
This is a varied, fast-paced role where you’ll balance excellent customer service with a strong commercial mindset. You’ll build strong relationships with customers, understand their needs and look for opportunities to introduce relevant products and services through effective up-selling and cross-selling.
You’ll work towards both individual and team targets, with a focus on consistently meeting and exceeding sales and service KPIs. Our monthly enhanced commission scheme gives you the opportunity to be rewarded for your sales performance and success in achieving and exceeding your targets.
You’ll work closely with colleagues across DD Group, including our field-based Sales Representatives and wider sales teams, to provide a joined-up experience for our customers, maximise sales opportunities and help grow customer relationships and account spend.
Main duties
- Deliver a high standard of customer service across a range of channels, including inbound calls, email and web chat.
- Respond to customer enquiries efficiently and professionally, taking ownership of queries through to resolution wherever possible.
- Handle customer complaints and escalations confidently, working to achieve positive outcomes for both the customer and DD.
- Process customer orders accurately, ensuring relevant procedures and regulatory requirements are followed, including those relating to prescription medicines and GDPR.
- Proactively identify opportunities to support customers with additional products and services through effective up-selling and cross-selling.
- Build strong customer relationships by understanding individual customer needs, recommending relevant products and services and helping to grow account spend where appropriate.
- Confidently introduce relevant products, services and promotional opportunities, using your product knowledge and commercial awareness to add value to every customer interaction.
- Work towards and consistently strive to exceed individual and team sales targets, taking ownership of your personal performance and contributing to wider departmental goals.
- Work closely with our field-based Sales Representatives and wider sales teams across DD Group to identify opportunities, share customer insights and provide a joined-up experience for our customers.
- Work towards departmental KPIs covering areas such as productivity, response times, sales performance, conversion, customer service and quality.
- Take ownership of your performance, using feedback, coaching and available sales data to continually improve results and identify opportunities to exceed targets.
- Support wider administrative activities within the Contact Centre when required.
- Develop and maintain a strong understanding of DD’s products, services and systems to provide knowledgeable customer support and confidently identify relevant sales opportunities.
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About you
We’re looking for someone who enjoys working with people and is comfortable operating in a busy, target-driven and customer-focused environment. You’ll be confident communicating with different customers, able to take ownership of problems and motivated to provide a consistently high standard of service while achieving strong commercial results.
You’ll ideally bring:
- Previous experience in customer service, contact centre, sales or another customer-facing environment.
- Confident and professional communication skills, particularly over the telephone.
- A genuine customer-first approach and the ability to build positive, long-term relationships.
- A proactive approach to resolving queries, taking ownership of customer issues and finding solutions.
- A strong commercial mindset, with the confidence to identify sales opportunities, up-sell and cross-sell relevant products and services.
- A proven motivation to work towards targets and KPIs, with a drive to meet and exceed individual and team goals.
- The confidence and resilience to have sales conversations, make recommendations and overcome objections in a positive and customer-focused way.
- The ability to recognise customer needs and translate these into relevant product and service recommendations.
- The ability to work at pace while maintaining accuracy and attention to detail.
- Good organisational skills and the ability to manage multiple customer queries and priorities.
- A collaborative approach and willingness to support colleagues across the wider team.
- Confidence using IT systems, with the ability to learn new products, processes and systems quickly.
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Previous experience within the dental or healthcare sectors would be beneficial, but isn’t essential. What matters most is your approach to customers, your commercial awareness, willingness to learn and your ability to thrive in a busy, target-driven environment.
What we offer
- Monthly commission scheme, providing the opportunity to earn additional income by achieving and exceeding individual and team sales targets.
- Enhanced holiday entitlement – 33 days in total, including bank holidays.
- An additional day off to celebrate your birthday!
- The opportunity to purchase additional annual leave.
- Company pension scheme.
- Dental plan.
- Company sick pay.
- Life assurance.
- Enhanced maternity and paternity pay.
- Comprehensive employee discount portal, including savings on shopping, gym memberships and days out.
- SmartPay loan scheme, with no interest applied.
- Cycle2Work scheme.
- Mental health support services and access to a virtual GP.
- Eye test vouchers.
- Free on-site parking.
Who are DD Group?
DD Group is a leading provider of products, services and solutions to the dental and healthcare sectors. We support customers across the UK and beyond, helping healthcare professionals run efficient, compliant and successful practices through an extensive range of products, equipment, digital solutions and specialist services.
Our people are at the heart of what we do, and by joining DD Group you’ll become part of a business focused on delivering great service to our customers while continuing to invest in our people, technology and future growth.
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