Purplebricks
Inbound Agent (Ringfenced Opportunity Only)
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location