Contact Centre Operative

Vistry Services; City of Westminster; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading UK property services company is seeking a Contact Centre Operative to manage customer inquiries effectively and improve service delivery. This role requires handling approximately 10 calls per hour while supporting sales and marketing teams. Ideal candidates should possess strong communication and organisational skills, alongside experience in a busy contact centre environment. The position offers a competitive salary, flexible working, and numerous benefits including annual leave and private medical insurance.

Benefits

Competitive basic salary and annual bonus

Private medical insurance

Enhanced maternity, paternity and adoption leave

Life assurance at 4x your annual salary

Qualifications

• Experience of working in a busy contact centre environment.
• Experience in a customer-facing role.
• Experience and understanding of the new build industry.

Responsibilities

• Utilise contact centre skills to support business objectives.
• Respond to all online customer inquiries in a timely manner.
• Manage the CRM system for effective enquiry management.

Skills

Good telephone skills

Excellent communication skills

Good organisational skills

Accuracy and good attention to detail

Good administration skills

Ability to work under pressure and meet deadlines

A friendly, trustworthy, and professional attitude

Education

5 GCSEs or equivalent including Maths and English

Tools

Microsoft Dynamics

Outlook

Excel

Job description

Responsibilities

• To utilise Contact Centre operative skills and expertise in supporting the business in achieving its objectives and prompt enquiry response, profiling of customers and achieving / reaching optimum conversation rate of enquiry to successful appointment.
• Respond to all online customer enquiries received through the various marketing channels in a timely manner as per the Vistry Contact Centre processes and procedures.
• Have knowledge of the divisional sites, house types and purchase assistance schemes in order to be able to respond to customer enquiries effectively.
• Liaise with the Sales Consultants on site ensuring a streamlined operating process and excellent customer experience.
• Manage the CRM system (Keys) to ensure accurate management of enquiries and enhancing customer profiling for the benefit of optimised 121 engagement and marketing.
• Undertake all tasks accurately and efficiently and in accordance with GDPR.
• Deal with all customer enquiries in a polite, efficient, and confidential manner.
• Ensure compliance with Company policies and procedures.
• Assist the supervisor to provide visibility of performance of opportunities for optimisation.
• Provide regular feedback to the supervisor on quality and proceedable likeliness of enquiry types.
• Liaise with the relevant regional sales teams which form the divisional structure to ensure understanding of development changes and updates.
• Attend departmental meetings as required.
• Complete mandatory training programmes as required including GDPR and cyber security.
• Ensure compliance with Company Health and Safety policies and procedures and legislation.
• Provide supervisor with monthly commission claim using accurate information.

We build more than homes, we're making Vistry. Being a responsible developer and award‑winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership‑led way, and you'll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we're a proud UK Green Building Council member, UK top five housebuilder with a five‑star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.

Qualifications

• 5 GCSEs or equivalent including Maths and English
• Working with IT systems e.g., Outlook, Excel
• Working with prospect databases
• Experience of working in a busy contact Centre environment
• Good administration skills
• Accuracy and good attention to detail
• Good telephone skills
• Good organisational skills
• Excellent communication skills
• A friendly, trustworthy, and professional attitude
• Ability to work under pressure and meet deadlines and targets
• Ability to work effectively in an office or home environment
• Willing to be flexible in respect of day‑to‑day duties and hours worked
• Willing to travel to all sites on an ad‑hoc basis within the division as required to support development understanding
• Experience of working Microsoft Dynamics
• Experience and understanding of the new build industry and customers journey to buy a home
• Experience in a customer‑facing role
• An understanding of the property and housing market

We have exciting opportunities for Contact Centre Operatives to join our team within Vistry Services Division, where you can be based near to any of our London regional offices. As our Contact Centre Operative, you will improve the way the Division/region deals with incoming customer enquiries and delivering greater customer satisfaction by responding in a timely and efficient manner. This is a high volume call centre based vacancy, whereby the expectation is to make / receive roughly 10 calls per hour. The role will also support the Sales Consultants by booking viewing appointments. You will also support the sales and marketing teams in order to maximise the efficiency of sales consultants' time so they can focus on qualified leads.

This role will be worked on a rota basis from Monday – Sunday, with core hours from 9am‑8pm and 10am‑5pm on Sundays. We value in‑person collaboration and team culture, but we're also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

Benefits

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits

In return, what we would like from you

• Behave in line with our company values - Integrity, Caring and Quality