Job Description

My client is a trusted provider of coins and collectibles, documenting British history and important world events, based in Worcester. They are looking to recruit Premier VIP Customer Executive to join their team. They are looking to fill this critical role to the business with a confident and friendly individual who has a customer-focus attitude.

THE ROLE

Their Premier VIP Customer Executives look after the company's best customers, (Premier- or VIP customers), giving them advice and presenting them with exclusive offers and opportunities, by telephone. Executives build up their own customer file from within their customer database and make sure they are informed about products interesting for them, selling to them and helping them to build up a meaningful collection.

KEY RESPONSIBILITIES/DUTIES

• Make outbound b2c telephone calls to existing customers offering them items from campaigns to the agreed standard
• Build relationships with our customers and provide product information for collectors of coins, accessories, medals and jewellery
• Use product knowledge to be able to identify customers' needs and requirements
• Account manage own customer base as well as increasing this by identifying potential premier customers from working on other campaigns
• Log all calls made and received, where required and maintain detailed and accurate records
• Manage any written correspondence to customers when required according to the agreed standard
• Manage, organise, and update relevant data using database applications
• Maintain company sales database, as well as being competent in the use of email, excel and word
• Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adhere to stated policies and procedures relating to health and safety, and quality management
• Pursue personal development of skills and knowledge necessary for the effective performance of the role
• Operate a variety of standard office machines, including a computer, a variety of computer software, folding and enveloping machine, phone, fax, and photocopy machine

PERSON SPECIFICATION

• GCSE qualifications
• Experience of working in an office environment
• Experience of working in a sales environment
• Working knowledge of Microsoft packages and other CRM systems
• Proven experience of using a computerised management / sales system
• Clear communicator with excellent written and verbal skills, capable of constructing and delivering clear communication whether written or verbal
• Ability to analyse and interpret information, pre-empt and evaluate issues and recommend appropriate course of action to address the issues
• Problem solving skills and ability to respond to sudden unexpected demands
• Attention to detail along with the ability to extract information
• Independent thinker with demonstrated judgement, problem-solving and analytical skills
• Previous experience in planning time and duties to meet deadlines
• Ability to manage self and demonstrates integrity when offered advice and support
• Committed to and focused on quality, promotes high standards in all they do
• Continues to think about how their work can help support colleagues to deliver an excellent customer experience
• Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others
• Consistently looks to improve what they do, looks for successful tried and tested ways of working, and also seeks out innovation

SALARY AND WORKING HOURS

Salary: £10 per hour / £19,500 plus commission structure based on % of sales (total of basic salary plus commission is around £25,000 per year for an FTE)

37.5 hours per week, Monday - Friday, 9am - 5pm