Contact Centre Support Executive (Quality)

Location: 2days in the office (Wilmslow), 3 days Working from home.

We are Citation Group.

This is a really exciting to join us as we recruit right across the Group. We have over 45,000 clients who love us, need us, and want to buy more from us. Having acquired 10 businesses over the last 3 years which offer products and services that our clients need and want; we’re only interested in future growth; we’re not finished yet.

Why sales ramp up? Why now?

As we execute our plans to scale the business, naturally we’re heavily investing in our sales teams, right across the UK and with that the service team to support it. We won’t always get everything right – who does? But with your input, we will fail fast and learn quick and part of our continuous improvement approach. And importantly, we will support you every step of the way. Our mission is to get you up to speed as quickly as possible and we will build and deliver a best-in-class experience to enable you to do this.

What will I be doing day to day?

• Listening, monitoring, and reviewing the ‘quality’ of appointments booked (calls) by the sales team, ensuring the appointments meet the business criteria and standards.
• Feeding back to the sales team and Managers on their call’s, areas of improvement and development
• Sharing calls for training and collaboration
• Working with the training team to improve the quality of appointments that are getting booked
• Ensuring the business meets targets set on SAT/Matched SAT appointments.

What you get from us

From your birthday off work (in addition to a generous annual leave and bank holiday entitlement), to wellbeing support and a health cash plan, to recognition and incentives, to continuous learning and development, we invest in you holistically.

Coming to work should never be a chore so we, and you, create an environment where you can be at your best. You will be surrounded by great people who care about what we do and have a true sense of purpose.