Customer Service Outbound Call Handler

We are looking for a customer service outbound call handler to join us on a full time, permanent basis, working 3 days from our Chilwell, Nottingham offices and 2 days from home. Basic salary is £21,255 and there is also a requrement to work Saturday 9am - 1pm on a 1 in 5 rota basis, for which when worked overtime is payable at time and a half.

About us

SDL Surveying is the UKs largest independent provider of mortgage valuations. We feel very passionate and proud of our people, as they are the key to our success.

Your benefits as our customer service outbound call handler

• £21,255 basic salary
• Typical bonus £300 per month
• Career development
• Up to £15 per month towards a gym / fitness membership
• 2 days per annum for volunteering / charity work
• Free lunch, hot and cold soft drinks in the office
• Discounts on high street and online shopping
• Bike to Work Scheme
• Reward & Recognition Programmes
• Company Sick Pay
• Hybrid working
• Casual dress
• Critical Illness insurance cover
• Death in service insurance cover

Your life as our customer service outbound call handler

With support from your manager you will be responsible for ensuring the smooth running of the surveyors out in the field as well as managing the expectations of our lenders and customers alike. You will take responsibility for the diary management of a team of 4-8 surveyors. Liaising with customers to book appointments for surveyors whilst using your initiative to manage their time efficiently and effectively. You will get a real kick out of great customer service and getting it right first time for your stakeholders on every interaction. You’ll be driven to hit your targets ensuring tasks are managed efficiently and that the quality of service is excellent.

Your key responsibilities as our customer service outbound call handler

• Manage our inbound line.
• Prioritise our work queue in order of SLA and arrange appointments for all cases received within SLA, liaising with applicants, vendors, estate agents.
• Ensure that surveyors’ diaries are fully booked and are at maximum capacity each day.
• Offer non-optional timeslots to customers which maximise bookings within SLA. You will objection handle on the majority of your calls.
• Use initiative to mitigate disruption due to last minute changes and make effective use of available timeslots.
• Follow up calls where necessary whilst managing customer expectations effectively.
• Identify and escalate priority issues.

Who we are looking for to become our customer service outbound call handler

• Enjoys talking on the phone
• Self-motivated and driven
• Competitive
• Assertive
• Money motivated
• Able to manage multiple strands of activities
• Able to problem solve, overcome objections, and find solutions
• Excellent communicator, both verbal and written
• Looking to build a career with SDL Surveying and progress
• Right to work in the UK and ability to successfully pass our pre employment checks

Shift Pattern

• Monday to Thursday: 8am to 4pm, 9am – 5pm, 10am – 6pm and 11am – 7pm
• Fridays: On a rota, shift times as above
• Saturday: 1 in 4 Saturdays, working 9am – 1pm

If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.

Individuals with different cultures, perspectives and experiences are at the heart of the way SDL Surveying & Stonebridge works. We are committed to equality of opportunity and welcome applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, and ex-offenders.