Outbound Customer Services Advisor

Job Title: Outbound Customer Services Advisor

Location: South Marston, Swindon

Contract: Initial 6-Month Fixed Term Contract

Salary: £22,369.29 per annum pro rata

Hours: Monday to Friday 37.5 hours per week – Requirement to work weekends on rota basis

Background
We are OutsideClinic - the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extraordinary care through life enhancing, life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can't get to the high street unaided.

We are seeking an energetic, passionate, and highly motivated Customer Service Advisor who is committed to helping people with their hearing needs. This individual will make outbound calls to both new and existing customers, maximizing booking opportunities, while occasionally handling inbound calls. The ideal candidate will exhibit excellent communication skills, a customer-focused mindset, and a genuine desire to assist others. Success in this role requires enthusiasm, compassion, and the ability to thrive in a fast-paced environment. This position combines proactive outreach to potential customers with exceptional service and support for inbound enquiries.

Principle Accountabilities
Outbound Sales:

1. Engage with existing customers to initiate conversations, focusing on scheduling annual sight tests with our Opticians, while identifying upselling opportunities where appropriate.
2. Prior experience in outbound calling is highly desirable, as this constitutes approximately 90% of the role.
3. Identify customer needs and propose suitable solutions.
4. Consistently achieve and exceed assigned targets and KPIs.
5. Maintain accurate and detailed records of calls and sales activities in the CRM system.
6. Proactively follow up on leads generated through marketing campaigns.

Inbound Customer Support (Ad hoc)

1. Handle incoming calls from customers with a proactive approach to understanding their requirements.
2. Resolve customer concerns promptly and effectively, maintaining high levels of satisfaction and encouraging positive Trustpilot reviews.
3. Provide professional and courteous service to both new and existing customers via telephone.
4. Identify opportunities for lead generation during customer interactions.
5. Perform occasional administrative tasks as required.

About You
You will have:

1. Proven experience in a sales role, ideally with both inbound and outbound responsibilities.
2. Excellent verbal communication and active listening skills.
3. Strong negotiation and persuasion abilities.
4. Proficiency in basic IT systems, including customer databases, email, and Microsoft Office applications.
5. Familiarity with CRM tools and sales software (e.g., Salesforce, HubSpot, or similar).
6. A proven ability to thrive in a target-driven environment.
7. High levels of organisation and attention to detail.
8. Resilience and the ability to handle rejection in a professional manner.
9. Experience within a healthcare setting is desirable.

In addition to the principal accountabilities listed above, you may be required to undertake other duties from time to time, ensuring compliance with company policies, procedures, NHS guidelines, and current legislation at all times.

We’re here to transform lives by helping people see better, hear better, and live better. Join us on our mission to make a difference.