Requalification Customer Generation Executive - FTC

The Contact Centre is one of the largest and fastest growing teams at MVF. There are 4 teams including Customer Services- which is where the Requalification Team sits, Telemarketing, B2B and B2C with over 100 people working in the Contact Centre.
You will be part of the team that is responsible for talking to approximately 2,000 potential customers every day which totals over 300,000 customer leads for our partners per year. We have an impressive client retention rate of 96%, mainly due to the accuracy of the information that we provide!
As a Requalification Customer Generation Executive, you will be integral to MVF's mission to accelerate our clients' growth and a key member of one of the UK's leading customer generation companies.
Prospects will visit one of our websites, for example, https://www.cliniccompare.co.uk/ and seek a price comparison for a service such as laser eye surgery. Their details are then input into our webforms and passed through our platform to determine if it is suitable to be sent directly to a supplier. Sometimes a prospect will input incorrect information, issues could be incorrect phone number, incomplete email address, suppliers not being live or phone number validation failing.
Leads with missing information will fail our auto qualify process as our algorithms know that there is an error in the information. The Requalification Team will pick up these leads and determine the issue and fix it! You will typically be processing 500 leads a day.
As part of the Requalification team there will be occasions where you will be speaking directly to prospects about products and services that they are interested in to determine interest before sending to a supplier. As you will be covering multiple campaigns across different time zones there will be peaks and troughs in your working. This means that you may also listen to other calls made in the Contact Centre and score them based on set criteria. You will receive full training for all elements of the role and will know how you are performing on a day to day basis and if you are on track against your targets.
At MVF we are always looking for new ways to provide an exceptional service to our prospects and our clients so we are looking for team members who are proactive with a genuine desire to improve the way we do things. We welcome feedback from our Requalification Customer Generation Executive who want to positively impact our prospects, clients and MVF as a whole. As we are always looking for ways to innovate you may have the opportunity to be involved in additional tasks or projects as requested by your manager.
Ideally you will have worked in an administrative, sales or customer service role and be confident working at high volume, whether it is processing customer orders, dealing with enquiries or confirming bookings.
As a Requalification Customer Generation Executive, you will be

• Able to identify issues with prospect details, needs and suitability for our products/ services, objection handle and provide suitable solutions. An eye to detail is essential as we need to make sure that the correct information is shared with our partners.
• Confidence working autonomously. As you are working outside of office hours from home, you will be able to plan your workload across your working hours and be able to prioritize effectively.
• Target-driven both in terms of number and quality- at MVF it is not simply about the number of leads you process but also about the quality of the leads we send to suppliers.
• Confident using multiple online systems, databases or booking tools. Many of our systems are bespoke and full training will be provided.
• Process driven, but can also look at ways that we can improve what we do and spot opportunities to do things differently.
• A team player, proactively helping your colleagues and sharing best practice so everyone succeeds.
• An effective communicator, able to clearly articulate any issues in full as you will be working outside of office hours it is important that you share updates with your Manager so they can pick it up as soon as they start work.
• Able to work with multiple stakeholders, including cross functionally with Marketing and Commercial stakeholders
• A fast learner who embraces change. As we are introducing new services and adapting our approach based on data. This means that we are constantly improving the way we work so you will need to be adaptable.
• Positive and enthusiastic. We would welcome applications from future leaders so we would be very interested to speak to people who are also able to motivate and support others.