Contact Centre Executive

Strive Group is a connected experience agency that delivers unparalleled growth for brands by reshaping the way they engage with their employees and customers. We work across three pillars of Brand, Employee and Customer experience turning touchpoints into talking points delivering outstanding experiences.

Strive Group is expanding, and we are looking for the right candidate to join our Business Centre team. The Business Centre team will be responsible for supporting the growth of business sales through targeted activity of our clients B2B database. Identifying opportunities where businesses are in the market to purchase vehicles where our client’s vehicles could be an option. Key to this will be targeted outbound call activity, starting with the current database to qualify current opportunities for both SME and larger fleets. Secondary activity will be to build the qualified database so that future activity is targeted where there is known opportunity. Every successful call will have an outcome, appointment generated, quote created, test drive arranged, future change cycle, decision maker gained or simple improved qualification of the record. 

What Strive Group can offer you

  • 24 days annual leave, plus Bank Holidays

  • Hybrid working option (3 days office based)

  • 2 days paid charity/volunteering days annually

  • Employee Wellbeing Strategy for you and your family 

  • On-site Mental Health First Aiders

  • Cycle to Work Scheme

  • Subsidised Annual Eye Test

  • Discounted Gym Membership

  • Free Army Fitness Bootcamp

  • Social Activities

  • Advancement Opportunities

  • Realistic & achievable objectives

Days / Hours of Work: Full time (37.5 hours a week) predominantly between the hours of Monday – Friday 9.00 – 5.00pm (some flexibility may be required outside of these hours)

Salary: £26,000 per annum

Based at our Head Office in Harrogate

About the job:

Our client is revolutionising the automotive industry with its commitment to sustainable performance, minimalist design and advanced technology. This year marks a pivotal moment for the brand, with the launch of two new car models and an intensified focus on delivering a world-class, customer-centric sales experience. 

The Contact Centre Executive (CCE) is an integral part of the Business Centre Team. As a CCE, you will be responsible for engaging with business customers to qualify leads, arrange appointments and support database growth. Your goal is to deliver a seamless and exceptional customer experience that reflects our client’s premium brand ethos.  This role is ideal for individuals passionate about delivering outstanding service, with strong communication skills and a desire to contribute to a forward-thinking team. 

Key Responsibilites :  

Outbound Call Activity:

  • Conduct targeted outbound calls to our clients B2B database to qualify leads and identify business opportunities. 

  • Schedule high-quality appointments for Key Account Managers (KAMs), ensuring all relevant qualification criteria are met (e.g., decision-maker identified, fleet size, funding method, purchase history, future opportunities). 

  • Maintain a consistent run rate of qualified appointments 

Database Growth:

  • Improve and expand our clients business database by qualifying and categorising data during calls. 

  • Use key metrics such as qualification status (e.g., non/part/fully), account status (live/lapsed/prospect) and opportunity type (immediate/per year) to enhance data quality. 

  • Support future targeted marketing and sales campaigns by ensuring the database is accurate and up to date. 

 Customer Engagement:

  • Provide exceptional customer service during every interaction, ensuring a positive and professional representation of the clients brand. 

  • Build rapport with customers to foster trust and loyalty, ensuring their needs are understood and addressed effectively. 

  • Handle inquiries with empathy, professionalism and efficiency, adhering to our clients customer-centric approach. 

Salesforce CRM Management:

  • Update and maintain accurate customer records in Salesforce, including contact details, notes, next steps and opportunities. 

  • Ensure timely and precise documentation of all customer interactions to support team activity tracking and reporting. 

Quality Assurance and Compliance:

  • Adhere to FCA/GDPR regulations and internal compliance standards during all customer communications. 

  • Ensure all interactions meet quality assurance criteria and contribute to the delivery of a consistent, premium customer experience.

Key Metrics and KPIs:  

  • Activity Levels: Target of 10 qualified appointments per week. 

  • Database Management: Regular updates to ensure data accuracy and growth. 

  • Customer Engagement: High satisfaction scores and adherence to quality assurance standards. 

  • Compliance: 100% compliance with FCA/GDPR regulations. 

What we need from you :  

Skills and Experience 

  • Communication Skills: Strong verbal and written communication skills, with the ability to engage professionally with a diverse range of customers. 

  • Customer Focus: A passion for delivering outstanding customer experiences with a strong sense of empathy and adaptability. 

  • Attention to Detail: Accuracy in maintaining customer records and adhering to compliance standards. 

Ideal Candidate

  • Previous experience in a customer service, contact centre, or sales role is advantageous but not essential. 

    A proactive and enthusiastic individual ready to learn and grow within a dynamic, fast-paced environment. 

Application:

To apply please email: helen.falgate@strive-group.com including a cover letter and C.V.