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Role profile/Job Description

 

Job Title:

Virtual Personal Assistant – Part time

Department:

Head Office – Operations

Location:

Westbury-sub-Mendip, Wells, Somerset

Role Reports to:

Operations Manager

 

 

Job Description

 

Purpose of the Role:

 

 

·         Delivering TelePA virtual support services to standards outlined in TelePA operations manual

·         Planning and delivery of additional added value services for TelePA customers

 

Key Responsibilities:

 

 

·         Delivery of a consistent, high quality call answering service using TelePA’s 10 point quality control checklist as the benchmark

·         Ensuring client data is kept up to date and time defined availability data is entered onto systems promptly

·         Presenting data to Operations Manager as requested, highlighting any significant changes

·         Maintaining relations with key accounts as allocated by Operations Manager

·         Delivering value-added services to a selection of key accounts when required

·         Occasional outbound calling to establish contact with businesses of interest to TelePA or its clients

·         Following process for managing difficult callers and/or cold callers to the letter and making sure that other processes are followed as outlined in TelePA operations manual

·         Maintaining CRM databases for TelePA and its clients

·         Contributing to TelePA and key account marketing activities

·         Contributing to team meetings

·         Contributing ideas for continuous improvement of the TelePA services

 

Key Performance Indicators:

 

 

·         Value added services meet specified deadlines and targets

·         Inbound and outbound calling targets met/exceeded

·         Additional targets agreed with Operations Manager met/exceeded

 

Key Relationships:

 

 

·         Key point of contact for all current client/customer queries

·         Key point of contact within Operations team

 

Authority Level:

 

 

·         Authorised to access and manage information relating to TelePA customers

 

 

No. of Direct Reports:

 

 

·         None (as of July 2018)

 

Person Specification

 

Essential Skills & Knowledge:

 

 

·         Outstanding verbal communications skills

·         Strong literacy and numeracy

·         The ability to touch type while talking on the telephone

·         Relentless curiosity and fact-finding ability

 

Desirable Skills & Knowledge:

 

 

·         Microsoft Office suite

·         CRM systems

 

Essential Experience:

 

 

·         Managing inbound telephone calls, making outbound calls to gather information

·         Client liaison

·         Proven ability to learn and implement new processes

 

Essential Qualifications:

 

 

·         GCSE English and Mathematics

·         Evidence of further education/study and training

 

Key Attributes

 

 

·         Sunny disposition

·         Quick witted

·         Intelligent

·         Curious

·         Friendly

·         Courteous

·         Accurate

·         Consistent

·         Patient

 

To apply:  contact Judith Ludovino, jcl@telepa.co.uk