Deputy Team Leader / Senior Customer Service and Sales Advisor

Working 40 hours per week (5 days out of 7 including weekends, between the hours of 8:30am-8:30pm)

Role Overview:                This is a deputy team leader role / Senior Customer Service / Sales Advisor role that would suit somebody who has had done a previous customer service and sales contact centre role and is the “go to” person within a call centre who deals with escalations and deputises for their team leader when they are out of the business. You will need to have had experience of leading a team, but your main role will be sat within the customer service and sales team, making and taking calls

Duties & Responsibilities (these include but are not limited to):

  • To lead by example, being the expert and champion across all required tasks, splitting time between activity and supervisory duties on an 80%/20% basis (80% activity, 20% supervisory)
  • To be the first line of contact for all new enquires, existing residents and business-to-business clients across multiple channels including; telephone, email, webchat and SMS
  • Assist internal teams in meeting and exceeding occupancy and debt targets for core, academic and short stays
  • Making outbound sales and debt calls quickly, efficiently and successfully
  • Maximizing lead conversion of new, acquisition customers and increasing student and client retention
  • To sell the CLV resident experience, promote the accommodation and assist with the implementation of sales and retention initiatives
  • Support business performance by ensuring all sales are compliant with relevant CLV policies and procedures, chasing missing information as required
  • Processing bookings including short stays and providing arrival and administration support
  • Effectively resolving service and account queries whilst delivering exceptional customer service
  • Conducting team 1-2-1’s (a team of approx. 3 advisors)
  • Coaching and supporting your team
  • Dealing with escalated / difficult calls
  • Assigning work tasks and calls to be answered
  • Motivating and supporting the team to ensure the best customer delivery
  • Understanding the customer and making sure you and your team offer the best customer experience


These include but are not limited to:

  • Permanent position
  • 25 days holidays plus 8 bank holidays and birthday day off
  • Bike2work Scheme
  • Seasonal Ticket Loan
  • Childcare Voucher
  • BUPA Membership
  • Life Assurance
  • 2 paid voluntary days a year
  • Group Pension Scheme
  • Employee Assistance Programme

Keywords: deputy, senior advisor, floor walker, team leader, senior adviser, university