OFFICE BASED ROLE NO WORK FORM HIOME OR HYBRID Job Title: Contractor Care Advisor Purpose: - Lead registration and employment, tax and pay related support to new and existing contractors. Reports to: - Contractor Care Manager Responsible for: Management of Inbound Leads, Lead Pipeline, Email & Telephone Queries (Service Levels) Ensure all inbound leads are contacted within agreed service level. Adopt best practices to close each sale on the first call. Record data accurately and correctly. Update the relevant parties on registrations. Best Practice and Best Advice (Call Quality and Staff Training) Using your training, help the contractor to choose the best product for their needs. Promptly answering inbound phone and email enquiries. Learn and adopt best practice to improve conversion rate and customer satisfaction. Maintain knowledge of products and authority levels on pricing, discounting, and price matching. Gather Market Intelligence Inform Management team of any notable promotions of competitors to allow Fair Pay Services to remain competitive. Miscellaneous Ensure new sign ups have all the needed compliance information to satisfy the companies code of conduct and meet the standards of our accreditations. As a staff member you are expected to champion the brand values and standards set. In addition, all staff are expected to: continuously develop your knowledge and skills by keeping up to date with industry news. Follow agreed procedures and processes in accordance to our ISO 9001:2015 standards. Embrace change and work with your team and line manager to recognise areas for improvement. Follow company process to report instances of non-complaint practice, for review and correction by management. Proactively highlight areas where additional training may be required and ensure continuous performance improvement. Demonstrate your commitment to continuous improvement by making suggestions and taking on. Key Performance Indicators: Your performance will be measured and you will be expected to: Achieve conversion rate targets across our brands and services as set by the business. Effectively manage your pipeline to maximise conversions. Calls answered on average within 30 seconds. Record all data accurately and with GDPR requirements. Make sensible suggestions to improve efficiency and conversion across the team. Log in and out on time. Score 97% or higher email and call quality Achieve all SLAs. Less than 10% of calls dropped. Salary depending on experience £22,000.00 - £25,000.00 Basic plus bonus