HQ2834 - Product Sales Associate

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Posted: 11/09/2019 14:30
Start Date: Not Available
Salary: £18,500.00 per annum
Location: Cambridgeshire
Level: Technical
Deadline: 22/09/2019 23:59
Hours: 35.00
Benefits: Excellent
Job Type: Fixed Term

Location: Peterborough, Cambridgeshire 

This role is a Fixed Term Contract - Ending 6 months after the start date 


Do you have what it takes to provide outstanding customer experiences to a wide variety of customers? Do you have excellent customer service and sales skills, thinking innovatively every day on how best to exceed the needs of your customers? Join us as a Customer Experience Associate and you’ll have a pivotal role to play in delivering a range of products and services to people who are deaf, hard of hearing or suffering from tinnitus. These products and services will make a big difference to the quality of our customers’ lives, so the work you do really will matter here.

If you join us, we’ll expect a lot from you – but you’ll have the chance to work in a role that will challenge and stretch you daily.  So, if you have experience within a fast paced customer facing environment and are ready to build something memorable, this is the role for you!

Interview Date: 26th September 2019


Staff Benefits

You'll enjoy a range of excellent benefits and access to ongoing support and learning and development programmes across the country. We provide an attractive and competitive salary and benefits package. We also recognise your talent and commitment by helping you to take care of your health, life balance and financial wellbeing.

  • 25 days annual leave plus bank holidays (pro rata if part time)
  • Bank holiday enhancement
  • Cycle to work scheme to help you save on the price of a new bike
  • Health scheme to cover you and your family’s health from £7 per month
  • Employee assistance programme that gives you and your family free, confidential support.
  • The option to buy or sell leave annually in exchange for salary
  • Enhanced benefits, including maternity, paternity and shared parental leave
  • Flexible working arrangements
  • Supporting you to study including time off for study leave and external courses
  • Workplace pension scheme
  • £50,000 life assurance
  • Interest-free season ticket loans
  • Discounts and savings on our products and publications, and a half-price subscription to our magazine
  • An annual ceremony where we recognise those nominated for Pod award as well as rewarding winners.
  • The annual ‘Big Satisfaction’ staff survey measuring levels of engagement and job satisfaction
  • We are proud to hold the Investors in People Standard
  • Staff council and staff companions.
  • We are proud to hold Disability Confident Employer status.
  • Our three core values are People, Passion and Partnership. These values guide and challenge how we act, how we behave towards others, and how we go about our day-to-day work.

Learning & Development

We place high importance on giving our staff the opportunity to develop their careers. We therefore provide access to a wide range of learning and development opportunities including inductions, training courses, accredited qualifications, and coaching and mentoring schemes.

  • Induction programme for new starters covering everything you need to know about our organisation, as well as providing an introduction to hearing loss.
  • British Sign Language training and certification.
  • An internal coaching scheme
  • Partnership mentoring scheme where we match employees with suitable mentors at the Royal National Institute for Blind People (RNIB) and the National Deaf Children's Society (NDCS).

Job Description

Overall Purpose of the Role:

To help people confronting deafness, tinnitus and hearing loss to take control of their lives and live the life they choose by playing a vital role in our customer experience team to maximise the impact of our brand and cause, inspiring our target audiences to act.

Key Accountabilities and Responsibilities:

  • Answer and manage inbound calls, emails and mail from private customers and sometimes business customers; processing orders accordingly
  • Identify, explore and assess customer needs and engage with them to ensure they receive the right product for them
  • Build sustainable relationships of trust with customers through open and interactive communication
  • Meet personal/team sales targets and call handling quotas
  • Deliver outbound sales campaigns meeting personal/team targets set
  • Provide and collate market information to assist with future sales plans
  • Work with the Product Sales Manager to maximise all opportunities and increase profitability both through sales growth and internal referrals
  • Work towards a “first time fix” environment with satisfactory resolutions to all customer issues
  • Manage feedback (positive and negative), provide appropriate solutions and alternatives and escalate where necessary
  • Ensure all records of customer interactions are recorded in accordance with GDPR on order processing systems
  • Ensure product and wider commercial knowledge is continually up to date
  • Ensure knowledge of the wider charity is up to date in order to provide information to customers where appropriate
  • Develop and maintain internal relationships
  • Complete any other duties and responsibilities when requested, which are commensurate with this role
  • Carry out the duties and responsibilities of the post at all times in compliance with all of Action on Hearing Loss policies, but especially Equal Opportunities and Health & Safety
  • Commit and participate in all training and developmental opportunities that would allow progression within the current role as well as within the organisation. 

Person Specification:
    
 

  Essential Desirable
Experience
  •  Excellent experience of external customer interaction and ability to explore, sense check and meet customer needs
  •  At least 1 year’s sales and/or customer relationship experience
  • Experience of working in a target driven environment, meeting and exceeding targets
  •  Contact centre experience
  •  Outbound telesales experience
  •  3 years+ sales or customer relationship experience
  •  Experience of working to Key Performance Indicators (KPIs)
Qualifications / Professional Training
  •  Good standard of education (minimum GCSE level, Maths and English essential)
 
Skills / Knowledge
  •  Good negotiation skills
  •  Excellent interpersonal skills
  •  IT literate – Microsoft Office
  •  Experience of Sales Order Processing (SOP) systems
Personal Qualities
  •  Self-Assured/Confident
  •  Decisive
  •  Customer focused
  •  Flexible
  •  Motivated
  • Professional
 
Thinking Style
  • Communicates consistently & effectively both internally and externally
 

Communication is a basic human need. Yet most of us know someone who struggles to communicate through hearing loss. It can cause substantial harm to friendships, family relationships, confidence, employability, mental health and life chances.

Action on Hearing Loss (formerly the RNID) is the UK’s largest charity for the 11 million people in the UK who confront deafness, tinnitus and hearing loss every day. Established in 1911, we help people to take control of their lives and live the life they choose, removing the barriers standing in their way. We give people support and care, develop technology and treatments, and campaign for equality. 

We champion the value of difference and equality and celebrate our diverse and inclusive workforce. We actively encourage applications from eligible candidates from BAME backgrounds or who are deaf or hard of hearing. With almost 20% of our employees having a disability we proudly hold Disability Confident Leader status and guarantee an interview for disabled applicants meeting the minimum essential criteria.


 



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