Call Centre Advisor

Role Overview

Our client is searching for Call Centre Advisors is responsible for handling customer interactions via telephone (and sometimes email, live chat, or social media), delivering excellent customer service, resolving queries, and meeting performance targets. Advisors represent the company professionally and ensure a positive customer experience at every touchpoint.

1. Call Centre Advisor – Inbound

Multiple Locations

Office-based, remote, or hybrid

Key Responsibilities

• Handle incoming calls from customers professionally and efficiently

• Respond to customer queries, complaints, and requests

• Provide accurate product, service, or account information

• Resolve issues at first point of contact where possible

• Escalate complex cases to senior staff when required

• Accurately update customer records and CRM systems

• Follow scripts, procedures, and compliance guidelines

• Meet or exceed quality, productivity, and customer satisfaction targets

• Maintain data protection and confidentiality in line with GDPR

Requirements

• No formal qualifications required

• Previous customer service or call centre experience desirable

• Good standard of spoken and written English

• Basic IT and keyboard skills

• Ability to work shifts, including evenings or weekends (if required)

Skills & Qualities

• Clear and confident telephone manner

• Strong listening and problem-solving skills

• Patience and resilience

• Ability to work in a fast-paced environment

2. Call Centre Advisor – Outbound

Multiple Locations

Office-based or remote

Key Responsibilities

• Make outbound calls to new or existing customers

• Promote products, services, or campaigns

• Generate leads, appointments, or sales

• Accurately record call outcomes and customer responses

• Overcome objections professionally and ethically

• Meet daily, weekly, and monthly KPIs and targets

• Comply with TPS, GDPR, and FCA (where applicable) regulations

• Maintain a positive and professional attitude on all calls

Requirements

• Previous outbound sales or telesales experience preferred

• Confident, persuasive communication style

• Target-driven mindset

• Ability to handle rejection positively

Skills & Qualities

• Strong negotiation and influencing skills

• Self-motivated and results-focused

• Excellent verbal communication

• Resilience and confidence

Systems & Tools (Typical)

• CRM systems (e.g. Salesforce, HubSpot, Zoho)

• VoIP / call systems (e.g. 3CX, Five9)

• Email and live chat platforms

• Microsoft Office / Google Workspace

Training & Development

• Full product and systems training

• Call handling and objection-handling techniques

• Data protection & compliance training

• Ongoing coaching and performance reviews

• Progression opportunities to Senior Advisor, Team Leader, or Quality Analyst