Call Centre Sales & Experience Consultant

About the role

The Sales & Experience Consultant works from the Head Office as the first point of contact for prospective and existing members. The role focuses on outbound and inbound interactions to generate leads, set appointments, and support member retention across the Society portfolio.

Key responsibilities

• Contact new and existing leads via phone, WhatsApp, email and digital channels.
• Qualify leads, book appointments and hand over prospect information to in‑club teams.
• Achieve daily, weekly and monthly targets for appointments and conversions.
• Maintain accurate CRM records, call notes and activity logs.
• Conduct proactive service check‑in calls with new members and support renewal initiatives.
• Handle inbound queries and complaints, resolving issues at first point of contact where possible.
• Collaborate with in‑club Sales & Experience Consultants to maximise appointment show rates.
• Adhere to SOPs, data‑protection policies and brand standards.

Required profile

• Strong commercial discipline and customer‑centric mindset.
• Excellent verbal communication skills across phone, chat and email.
• Ability to work to SLA targets and meet KPI metrics.
• Detail‑oriented with a focus on data accuracy and compliance.

Required skills

• Proficiency with CRM software for record‑keeping and pipeline management.
• Experience using WhatsApp for business communication.