Overall Role

We strive to exceed expectations by providing an outstanding experience for our clients and contacts, from the very first call, making an exceptional first impression and overall service. 

Extensive training will be provided, to support the team as a multi skilled Welcome Team Adviser.

During initial training, the adviser will focus on learning our new Contact Centre phone system, and how the business operates. We support each adviser to develop and progress, opportunities may become available to work in other areas of the Welcome Team in due course, based on transferrable skills.

Key Responsibilities

• Provide an outstanding and memorable client experience when looking after all clients, either on the phone, in person when someone attend the office, or any method of communication.
• Communicate clearly and with kindness/empathy.
• Cover other areas of the Welcome Team when required.
• Support the needs of the department and/or business with additional administration tasks when required.

Incoming calls and correspondence  

• To answer all calls and correspondence with a warm welcome, achieving daily incoming call expectations.
• Transfer calls quickly and efficiently, taking accurate messages when appropriate.
• Understand our customers’ needs and progress their call effectively, asking for specifics.

New business enquiries

• Support and advise clients throughout their enquiry, establishing how/if we can help, provide quotes where applicable.
• Book and amend appointments for existing and returning clients where applicable.