Contact Centre Advisor

Contact Centre Advisor Job Description Template

Our company is looking for a Contact Centre Advisor to join our team.


  • Processing donations for charities over the phone in line with individual charity’s requirements and to stringent data protection requirements;
  • Assisting with customer queries regarding orders;
  • Building and maintaining highly accurate customer information data records;
  • Actively listening to customer’s needs and providing appropriate advice and suggestions;
  • Be the voice of the company at their head office speaking to new and existing customers;
  • Responding to email and social media enquires as and when required;
  • You’ll be advising and selling company products and services;
  • Mainly outbound and some inbound calls (Mondays & Tuesday are busy for inbound calls);
  • Being an inspiring communicator who openly and collectively drives great team spirit;
  • Deal with any issues or queries in a clear and professional manner;
  • To question and engage with the customer with empathy and in a helpful manner in order to successfully resolve the query;
  • Understanding customer needs and requirements;
  • Calling hot leads to promote and sell customer products and services;
  • Residential customers;
  • Manage inbound contact (either via phone or via the app) from our customers, completing their journey request in a friendly and timely manner.


  • Takes ownership & responsibility for calls – from initial contact, through to resolution;
  • Provides a single point of contact for customers’ enquiries;
  • Follows scripted procedures to ensure all calls are answered in an accurate and consistent manner;
  • Ensures all information taken from calls is accurately logged onto the system; and where necessary, referred on appropriately for action;
  • Offers advice and guidance to customers, where appropriate;
  • Deals with all customer calls in a professional and courteous manner to ensure excellent customer relationship;
  • Able to prioritise workload effectively;
  • Excellent attention to detail with the ability to write concise, accurate notes;
  • Excellent multi-tasking skills with the ability to maintain calm under pressure;
  • Patient, empathetic, and understanding;
  • Microsoft Office, including Outlook;
  • Mitel phone systems (desirable);
  • High standard of communication, both verbal and written.