The posting
Outbound Customer Engagement Executive (Telephone-Based)
The Role – High-Volume Outbound Calling to Existing Customers
instantprint is the UK’s largest online-printer, helping over a million small businesses create and buy print products that make them look exceptional.
We're looking for an enthusiastic, commercially driven Outbound Customer Engagement Executive to join our Marketing & eCommerce team.
This is a high-volume, telephone-based outbound role, exclusively contacting customers who have already purchased from instantprint. No cold calling, instead you’ll show a genuine interest in our customers businesses.
The perfect candidate? Someone who loves chatting and nattering with customers and making them feel like it’s a conversation between friends.
You'll spend the vast majority of your working day proactively calling our customers, from those who have recently placed their very first order to established customers who have been buying from us for years.
Your role is to build relationships, understand their businesses, gather valuable feedback and help them discover more of what instantprint has to offer.
Your conversations will focus on two key areas:
- Welcoming newly acquired customers: Contact customers who have recently placed their first order, understand their experience, learn about their business and encourage them to choose instantprint again.
- Engaging established customers: Proactively contact existing customers to understand their ongoing requirements, introduce them to additional print products, gather feedback and identify opportunities to increase their purchasing frequency and the range of products they buy.
It's about building relationships and turning genuine listening and great conversations into repeat purchases and long-term customer growth.
About the position:
- Starting salary of £28,000 - OTE £40,000-£50,000
- This position is office based 5 days a week at our office in Manvers, Rotherham.
- Monday to Friday 9am to 5.30pm
- Weekly pay, every Friday
Key Responsibilities
Outbound Telephone Engagement
- Work through targeted customer calling lists, including newly acquired customers, established customers and customers who haven't ordered recently.
- Maintain consistently high outbound call volumes, maximising the number of customers contacted and meaningful conversations completed.
- Build rapport quickly, understand customer needs and confidently lead productive conversations.
New Customer Welcome & Onboarding
- Understand their business, what prompted their initial purchase and how they found their experience.
- Introduce relevant products and services that could support their future requirements.
- Build relationships that encourage customers to place their second order and become regular instantprint customers.
Existing Customer Engagement & Cross-Selling
- Recommend relevant products that complement their existing purchases, such as introducing signage, posters or roller banners to customers who regularly order flyers.
- Explore whether customers purchase other print products elsewhere and highlight how instantprint can support those requirements.
- Encourage and incentivise customers to broaden the range of products they purchase from instantprint and increase their purchasing frequency.
Customer Retention & Feedback
- Contact customers who haven't ordered recently to understand their changing requirements and encourage them to return.
- Gather feedback on products, pricing, delivery, the website and overall customer experience.
- Identify common customer challenges, unmet needs and opportunities for improvement.
- Share actionable customer insights with the wider Marketing & eCommerce team.
Essential Experience
We're specifically looking for candidates with proven experience in high-volume outbound telephone roles.
You'll need to demonstrate:
- Substantial experience making outbound telephone calls as your primary daily responsibility.
- Experience engaging existing customers through outbound sales, customer retention, account development or cross-selling.
- Genuine enthusiasm for spending the vast majority of your working day speaking to customers on the telephone.
- The ability to build relationships, ask insightful questions and identify commercial opportunities.
- A resilient, self-motivated approach to maintaining high call volumes.
What's in it for you;
- 22 days annual leave (plus bank holidays) and the opportunity to earn additional days, the longer you work here
- Health cash plan – Westfield (after 3 months)
- Long Service gifts
- Enhanced maternity/paternity package
- Team social events
- Discount/voucher schemes
- Wellbeing support, including access to mental health support lines and personal skills workshops such as managing your money
- Cycle to work scheme
- Free fruit, snacks, and beverages in the canteen
- Regular social events and team-building activities, such as our annual summer party
- Wide range of internal and external training available
- Enrolment into the company pension scheme (after 3 months)
- Free onsite Parking
The Company - A bit about Bluetree
Established in 2012, Bluetree Group is the UK’s largest online printer and exists to manufacture and sell high volume, premium products through investing in its highly skilled team as well as the latest technology. In 2022, we were chosen as the printer for the Queen's Jubilee book!
Bluetree's combined office, production, and training facilities are in Wath Upon Dearne, which is close to Sheffield, Rotherham, Barnsley, and Doncaster. Our state-of-the-art 165,000 square foot facility is just a 15-minute drive from either the M1 or A1M and boasts ample free on-site parking, the facility is also located on a major bus route which is just a few minutes away from the train stations of Mexborough, Swinton and Wombwell.
Once you walk through our doors, you realise that people are central to all our operations. It’s a place for curious and ambitious people at heart.
For Privacy information please follow this link to our privacy notice on our website under the home page https://www.bluetreegroup.co.uk
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