Call Handler - Bath, Avon

Basic £19k OTE £22k plus benefits - SALES
Ref: 109 Date Posted: Monday 18 Nov 2019
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Call Handler - Bath Basic £19,000 OTE £22,000

The opportunity to progress to:

Senior Call handler Basic £23k
Team Leader Basic £27k
Senior Team Leader Basic £32k


Purpose of the role:

To work within a team of people that are responsible for the lead generation within the mortgage team. You will speak to customers both inbound and outbound, building rapport with and helping them up to the point of wanting to proceed with a service or product.

Principle Accountabilities:

  • Be the first contact point for customers calling in to discuss a range of products and services. Building rapport and ensuring you maintain a courteous and friendly telephone manner are essential.
  • You will be part of a team that is the main lead source, so your role will be to take and make inbound and outbound calls, nurture the leads across various sources and ensure they are set up ready to transfer to one of our specialist teams for fulfilment.
  • Relationship building within the wider business is crucial so that we work as one team towards a common goal of ensuring the customer is supported from start to finish
  • You will also be required to ensure that third parties receive timely feedback on the outcomes of the leads they provide. Examples of these are estate agents and comparison sites.
  • You will be working towards a set of key performance metrics across three areas. These are;
    • Sales
    • Productivity
    • Quality
  • To ensure that each lead where appropriate is set up onto the relevant system so the customer is supported through their journey and interact with them at key points in the process.
  • You will be supported to attain the level needed to give our customers the service we expect, As part of the role you will have an agreed number of calls monitored for development and to ensure that the high standards expected are maintained.
  • Continued staff development to learn and grow and pass any product knowledge or regulatory assessments as required.
  • As the first point of contact all written communications in letters and emails to be of a high standard without grammatical or spelling errors.

Minimum Skill List

Communication Skills

  • Communicate clearly and concisely, orally and in writing with customers and colleagues
  • Has a good, professional telephone manner

Technical Skills

  • Good working knowledge of IT systems 

Personal Responsibility and Drive

  • Ability to work to targets and Key performance metrics, with a mentality to achieve or exceed goals.
  • Prioritises effectively / Deadlines are met and work is regularly error free
  • Make confident and effective decisions within the scope of the job role

Working with others

  • Actively participates and co-operates with others
  • Builds effective relationships and contributes to team spirit
  • Negotiates effectively with colleagues

Developing Self and Others

  • Actively seeks opportunities for self-development
  • Provides some coaching and support to team members