About the Role

As our Customer Service Specialist - Telesales, you’ll be the one who contacts existing and potential clients to update them on our service offer. And whilst this is about generating sales, it’s also about understanding our clients and adding value. 

 
You could be calling about any one of the range of services we offer,  including  - equipment & artefact calibration, test/analysis of samples, instrument/technology evaluation, facility hire, supply of reference standards and samples, bespoke measurements to customer specifications and site surveys.
   

We know the benefits our services can bring to our potential and existing clients. It’s your job to share these with them. By listening to what they want, and showing them how we can help, you’ll create a pipeline of opportunities for account development. 

 
Role Accountabilities
  • Contact customers on a regular basis so that the customer’s main drivers are understood therefore ensuring that sales of existing and new services are maximised.
  • Deliver prepared sales talk about NPL products or services, in order to persuade potential customers to purchase a product or service.
  • Ensure that all customer enquiries are logged on the appropriate business systems so that customers are provided with quotations for price and delivery in a timely manner.
  • Liaise with customers to ensure that the customer is kept fully informed of progress and help to resolve anomalies to ensure maximum customer satisfaction.
  • Monitor delivery of services to customer to ensure commitments are achieved including raising service issues to the CSM /GL to ensure swift resolution.
  • Ensure that all orders are progressed and updated through the appropriate business and financial systems, so that invoice requests are made accurately and promptly.
  • Provide support / cover for other members of the CSS team, when required.
  • Maintain records of contacts, accounts, and orders and also record names, addresses, purchases, and reactions of prospects contacted.
  • Ensure enquiries are recorded and forwarded to the appropriate scientist and/or CSS, through manning the MS Enquiry Helpline.
  • Telephone or write emails or letters to respond to correspondence from customers or to follow up initial sales contacts.
About You
Previous telesales or solid customer service experience is required - You do need to feel comfortable on the phone. You’re able to listen, and will have a professional manner that puts people at their easeWilling to go the extra mile to make sure our customers are happy and, with training will be able to talk about our services with confidence. 
  
  • Experience working within telesales/customer services environment
  • Confident calling potential and existing customers to discuss services on offer.
  • Strong organisation and time management skills
  • Experience of using a CRM/ transaction management system
  • Good working knowledge of Word/Excel
  • Ability to work independently as well as part of a team
  • Have worked within customer services environment

About The Company

We’re transforming. As a national laboratory, we’re exploring even more commercial routes to market and that’s presenting us with greater opportunity – for you and us. Our success relies on the diversity and talent of our people, we strive to nurture and respect individuals to ensure everyone feels valued and supported to excel in their chosen field. This value is at the core of our organisation.

We believe in a culture of fairness by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, background or any other factor irrelevant to a person’s work. At NPL we are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of benefitsNPL’s values are at the heart of what we do and they shape the way we interact, develop our people and celebrate success.

As part of our commitment to diversity & inclusion, we signed up to the Institute of Physics' Project Juno in 2015 as a Juno Supporter. NPL were proud to be awarded Juno Practitioner status in 2018. NPL also joined Stonewall as a Diversity champion in 2015, participating in their annual Workplace Equality Index for the equality of LGBT+ community at NPL. In 2018, NPL became a member of the Business Disability Forum and joined the disability confident scheme as level 1 committed employer.

To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.

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