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Customer Service Advisor – Acquisitions Application

Salary:Up to £8.21 per hour. Additional bonus can be earned.
Location:Hagley Road, Birmingham, B16 8PF. Parking is available on site.
Hours:Full- Time, 40 hours per week. Position requires candidates to be fully flexible with hours and days worked.

Who We Are:

As one of the UK’s leading home repairs and services companies with a network of over 500 fully qualified engineers throughout the country, we pride ourselves on being the best at what we do.
Whether it’s plumbing, heating, electrics, drainage or locks which need our attention, we strive to offer the best possible customer service and to simply, do things the RIGHTIO way. Every member of our team is dependable and fully trained to deliver the best service possible. Our aim is to give our customers peace of mind, so that when they have a home or business emergency and need to get things repaired, we get it done right. Every single time

We pride ourselves on our company values, they give all employees a clear objective ensuring they do everything the Rightio way!

  • Are you able to be the best you can be?
  • Can you take responsibility?
  • Are you professional?
  • Are you empathetic?

If you can say yes to the above then Rightio may be the place for you!

Role Description:

The inbound agent role within the telesales team is an established role within Rightio and is the first point of contact within the business of the customer journey from enquiry through to booking and job completion. The Acquisitions team is a key component of the Rightio customer journey where needs assessment takes place and is the first stage of a successful booking. The Acquisitions team also identify and appropriately offer all other relevant Rightio services to our customers.

The main purpose of the role is:

  • Provide a positive first-class customer experience during inbound calls, demonstrating strong listening skills and ensuring customers are fully aware of Rightio’s services allowing them to make informed decisions
  • To appropriately promote Rightio’s products and services to all customers sourced through multiple business channels ensuring all relevant services have been covered while conducting a thorough needs assessment
  • Record all relevant data accurately on internal systems ensuring accurate information is relayed to the Logistics team so the Engineers are equipped with as much information as possible to deliver a seamless customer experience

Being self-motivated and possessing strong customer service skills together with demonstrable sales skills and a desire to achieve are critical to this role. The achievement of a set of performance & quality KPI’s will be expected with training and support provided to ensure all colleagues have the tools they need to achieve all requirements. A customer-centric approach is key for this role, coupled with a natural ability to build rapport, effectively communicate with our customers and make the most of all presented opportunities to promote Rightio services.

We are looking for self-motivated individuals to join our ever expanding telesales team. The ideal candidate would be enthusiastic willing to learn and able to adapt to new challenges. Full two weeks training is provided

Key Responsibilities:

  • To answer inbound customer calls
  • To appropriately promote Rightio products and services to customers sourced through all business channels
  • To understand the Rightio offering and accurately explain the products and services to prospective customers
  • To work with and identify any further opportunities, whilst maintaining the purpose of supporting the customer
  • To always maintain a high level of professional integrity
  • To ensure customers are provided with the most appropriate solutions according to their needs.
  • Ensure that a genuine customer-focus is always paramount in every task that is carried out
  • Work within strict deadlines, to targets and Key Performance Indicators (KPI’s) and to adhere fully to set SLA’s
  • Despite the importance of deadlines and targets to reach, a genuine customer focus is essential

Essential Criteria:

  • Experience in a KPI driven environment, specifically within a Contact Centre capacity
  • Competent general IT skills
  • Excellent communication and listening skills
  • The ability to explain complex information clearly and simply
  • Developed negotiation skills
  • A willingness to listen and learn, take on additional information and deliver to the expected standards
  • A positive and professional demeanour
  • An honest and trustworthy manner
  • Attention to detail
  • The ability to analyse and research information
  • A positive and solution-focused mentality

Important Working Relationships:

  • Telesales Team Leaders
  • Contact Centre Manager
  • Head of Contact Centre
  • Other Departments and Team Leaders within Rightio e.g. Logistics, Customer Services and Quotes
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    Customer Service

    Current Employee:
    I have been working at Rightio full-time for more than 5 years.

    Good progression if you're willing to be hard-working, commited, and take on board feedback. Great atmosphere, all working towards the same goal, everyone gets along with each other regardless of where you work. Incentives are given to everyone who achieve targets - no one is left out. Managers listen, and are motivating. Get to vote for who we think deserves employee of the month. 40 hour contracts for full time staff - a lot of places do zero hours / part-time contracts so you have security of a set wage each month.

    Acquisitions Agent
    Great place to work

    Current Employee:
    I have been working at Rightio full-time for more than a year.

    Just as in any business there are good and not so good characters. The management team have got rid of most if not all of the apples and this can often be seen by the bitter and twisted reviews by ex-employees. My advice to you my friends is just leave it, move on and get a life. For the majority of staff working here it's a great place to work, no day is the same and when you get it right for customers it makes everything worthwhile.

    Acquisitions Agent
    Very happy to work here

    Current Employee:
    I have been working at Rightio full-time for more than a year.

    I'm quite new to Rightio but I can already tell it's a great place to work. It can be challenging, dealing with customer's problems, but it's a great feeling when we have solved a problem for the customer. I had training and everyone I've spoken to at the company from my colleagues to senior management, all are friendly and approachable.

    Shifts can be changed at short notice sometimes, but not usually