Organisation Name - The Fed (The Federation of Independent Retailers)
Job Title - Contact Centre Advisor – Full Time
Report to - Member Contact and Care Controller
Location – First Floor East Suite, Bede House, Belmont Business Park, DH1 1TW
Salary - £25,750 - £27,000 (based on experience)
Join Us at The Fed!
Do you enjoy helping others? Are you a natural communicator who enjoys influencing decisions and building relationships? Do you thrive on hitting targets and spotting opportunities? If so, we want to hear from you.
At The Fed, we represent independent retailers across the UK and Republic of Ireland. For over a century, we’ve helped businesses grow, save money, and stay competitive.
For more information on who we are, visit www.thefedonline.com
We’re looking for a driven Contact Centre Advisor to help us expand our network and maximise member engagement. This is more than your classic customer service or sales role — it’s an opportunity to use your skills to drive growth, build lasting relationships, and directly contribute to the success of independent retailers and our partners.
What You’ll Be Doing
· To be the first port of call for FED members.
· Act as a go-between for members and suppliers to seek a mutual resolution.
· Proactively identify and convert new membership opportunities through inbound and outbound calls
- Promote the value of Fed membership with confidence, tailoring your approach to each prospect
- Drive engagement by introducing partner offers and membership benefits to the membership
- Build strong relationships with members, becoming a trusted advisor for their business needs
- Handle member enquiries while identifying additional sales opportunities
- Follow up on leads to maximise retention and satisfaction
- Work closely with internal teams to help increase engagement
What We’re Looking For
Essential Skills & Experience:
· GCSE or equivalent in English & Maths (minimum pass)
- A confident, persuasive communicator with strong negotiation skills
- A proactive, target-driven mindset with a passion for achieving results
- Ability to spot opportunities and turn conversations into sales
- IT literate, with experience using Microsoft Office
- A team player with a positive, can-do attitude
- Flexibility to work on a rota between 07:00–17:00, with occasional weekends/bank holidays (time off in lieu provided)
Desirable:
- Previous experience in sales, telesales, retail, or customer service roles with targets
- Experience using CRM systems
What’s In It For You
We recognise and reward performance, giving you the opportunity to boost your earnings:
- Salary of £25,750-£27,000 (based on experience)
- Quarterly team performance incentives
- Annual bonus of up to 5% of salary
- 25 days holiday plus bank holidays
- Company pension scheme (4% employer contribution)
- Death in service benefit
- 24/7 Employee Assistance Programme
- Ongoing training and development to grow your career
- Monthly team lunch and free refreshments
- Free on-site parking
- Access to discounts at hundreds of national retailers
Ready to Take Your Career to the Next Level
If you’re motivated by results, enjoy speaking to people, and want a role where your efforts directly make a difference—apply today and be part of a team that champions independent retailers
Pay: £25,750.00-£27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Experience:
- Customer Service: 1 year (preferred)
- Sales : 1 year (preferred)
Work Location: In person
