Full Time Outbound Call Centre and Appointment Setting Agent
Location: Queens Road, Norwich City, fully office based
Pay: £10.85 per hour for employees aged 18 to 20 and £12.71 per hour for employees aged 21 and over
Hours: 37.5 hours per week, Monday to Friday, 9:00am to 5:30pm
Contract: Permanent, full time
About ZAFRA
ZAFRA is a UK based customer engagement and outsourcing company delivering outbound calling campaigns for businesses, charities and other organisations.
We are looking for a confident, professional and dependable Outbound Call Centre and Appointment Setting Agent to join our Norwich office.
This is a varied role working across a range of B2B and B2C campaigns, including customer reactivation, supporter engagement, lead qualification and appointment setting.
Most calls are made to existing customers, supporters, previous customers or warm prospects who have already had some contact with the organisation.
Important information about the role
A substantial proportion of the role will involve outbound calling on behalf of a Pro Life organisation, and this is expected to form the majority of the calling activity.
The campaign involves speaking with existing supporters and warm prospects, discussing the organisation’s work and encouraging continued engagement and support.
Applicants are not required to hold or share any particular religious or philosophical belief. However, they must be comfortable carrying out this work professionally, following the approved campaign messaging and discussing potentially sensitive subjects respectfully.
The nature of the campaign will be explained during the recruitment process so applicants can make an informed decision about whether the role is suitable for them.
Your responsibilities
You will be responsible for:
- Making professional outbound calls on behalf of ZAFRA’s clients
- Contacting existing supporters, warm prospects and previous customers
- Carrying out customer and supporter reactivation calls
- Speaking with business decision makers on B2B campaigns
- Qualifying potential customers and booking appointments
- Arranging introductory calls and meetings for clients
- Following campaign scripts and guidance while keeping conversations natural
- Asking relevant questions and listening carefully
- Handling questions and objections professionally
- Accurately recording call outcomes and updating contact information
- Working towards agreed quality, productivity and appointment targets
- Following data protection, compliance and quality procedures
Experience required
Applicants must have:
- A minimum of one year’s previous outbound call centre experience
- Experience making outbound calls throughout the working day
- Experience working with call scripts, campaign targets and call outcomes
- Good computer and data entry skills
Experience in appointment setting, customer reactivation, supporter engagement, fundraising, telesales or B2B calling would be an advantage.
About you
You will need to:
- Communicate clearly and confidently over the telephone
- Build rapport quickly with different types of people
- Be confident asking for appointments or continued support
- Remain positive and professional when people are not interested
- Be comfortable discussing sensitive subjects respectfully
- Adapt your approach across different B2B and B2C campaigns
- Record information accurately
- Be dependable, punctual and able to work as part of an office based team
- Be comfortable working towards quality and productivity targets
How to apply
Please apply with your CV and a short covering message explaining your outbound call centre experience and why you are interested in the role.
Shortlisted applicants will be invited to an interview at our Queens Road office in Norwich City. The interview process may include a short telephone based role play.
ZAFRA is committed to fair and inclusive recruitment. Applications will be considered based on the skills, experience and ability required to carry out the duties of the role.
Pay: £12.71 per hour
Work Location: In person
