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Role profile/Job Description


Job Title:

Virtual Personal Assistant – Part time


Head Office – Operations


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,