Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.

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EXPERIENCE AND ATTRIBUTES
Essential
• Sales Experience (ideally in a Call Centre environment)
• Asks for the sale / Assertive
• Strong communication skills
• Resilient temperament
• Calm disposition
Desirable
• Change Advocate
• Willing to challenge
• Emotionally intelligent KEY RESULT AREAS Key Result Area Definition/Context
Handling high levels of customer contacts
• Be available to answer in-bound contacts from customers and maintain a current Schedule Adherence target
• Making outbound calls to customers and liaise with branches.
• Adhere to call measurements of ACD and ACW times to maintain efficient levels of service for all customers
• Coding the phone correctly so the Customer Solutions statistics are accurate
Customer Delight
To provide a superior level of customer service through:
• The delivery of prompt and timely service
• The delivery of service with a professional, caring and friendly attitude.
• Consistent appropriate & high standards of communication keeping the customer informed.
• Prompt & effective resolution of customer complaints and rectifications
• Meets & exceeds customer expectations.
Position:
Inbound Sales Consultant
Line of Business:
Customer Solutions
Reporting Line:
Team Leader
Location:
Padstow
Authorisation:
March 2023
O’BRIEN POSITION PROFILE
March 23
Accurately Obtaining and recording information
• Promote a positive perception of O’Brien® to all customers
• Follow and adhere to all O’Brien® policies and procedures
• Update own information when there are changes to process, pricing or procedure, actively seek clarification from Team Leader, or Branch when unsure.
• Ask probing questions and clarify any ambiguity with the customer
• Enter all opportunity calls into IT systems, accurately code all calls including non-opportunity calls
Occupational Health and Safety
Individual employees must comply with requirements of the occupational health and safety (OH&S) legislation for their region and related OH&S procedures developed by O'Brien.
Performance criteria:
• Follow safe work procedures established by O’Brien.
• Follow the OH&S directions of your direct supervisor and O’Brien Management.
• Where personal protective equipment is required to control exposure to hazards in the workplace, wear and maintain the equipment as directed by your supervisor or as described in O'Brien OH&S procedures.
• Use other safety and emergency equipment provided in the
• Workplace as directed or as required in the O’Brien OH&S procedures.
• When required, assist your supervisor and other workers in the risk assessment of workplace hazards.
• Report injury or illness from workplace activities
O’BRIEN POSITION PROFILE
March 23
COMPETENCIES AND ATTRIBUTES Competency Description
Delighting the Customer
This behaviour is about the ability to put the customer first (external/ internal), ensure quality standards and identify ways to exceed the customer expectations.
Understands the customers situation, gives a quality service and provides clarification for others over difficult customer issues.
• Views everyone as a customer
• Puts self in the customer’s shoes
• Gives reassurance, e.g. “you have come to the right place, we will sort it out for you”
• Clarifies complex customer situations
• Takes pleasure in each customer being satisfied
• Takes personal responsibility for resolving customer problems and complaints
• Handles difficult customer issues by remaining calm, polite and suggesting possible solutions
• Maintain, monitors and assess the provision of services of standards
• Challenge poor service standards
Passionate and Resolute
This behaviour is about working with a sense of total dedication, energy and enthusiasm, being firm and showing resilience in the face of pressures and problems
Demonstrates a commitment to achieve results and is positive in times of pressure.
• Takes full ownership of issues, e.g. says “I am owning this”
• Is driven by targets and wants to be successful
• Works harder/ redoubles effort to ensure delivery at times of pressure
• Helps others to understand the need for change
• Sells change positively, e.g. a change in hours
• Does not panic and Stays calm and re-prioritises under pressure
• Challenges any bad practices/s
• Persists in the face of problems
• Demonstrates an desire to exploit sales opportunities
Leading And Engaging
This Behaviour is about the ability to get the best from others by providing direction, motivation and support and creating commitment to a joint way forward.
Supports business unit priorities/ standards and supports team members at every opportunity.
• Makes key business priorities clear to other team members
• Trusts and give others confidence to achieve
• Makes people feel valued and important
• Praises other effective contributions
• Deals with personal issues sensitively and confidently
O’BRIEN POSITION PROFILE
March 23
Great Communication
This Behaviour is about the ability to create openness and trust by sharing information, listening and building effective relationships.
Communicates and seeks feedback to create two way dialogue and participation
• Is available and approachable
• Passes on information using appropriate method of communication
• Keeps communication short/ direct
• States own case and opens up a dialogue
• Listens attentively to other and their opinions
• Encourage others participation in meetings
• Initiates two way discussion e.g. asks open questions, listens and encourages others
• Presents an argument positively and responds constructively to questioning
Developing Self And Team
This Behaviour is about the ability to develop own and others’ performance to enhance individual contribution and fulfill overall potential.
Is willing to learn and share own knowledge and experience openly with team members to ensure competence.
• Is open to new learning
• Is not afraid to ask for help/ advice
• Is self-critical and thinks how could I have done that better
• Participates in training with a positive attitude and applies new learning in the business unit
• Acts on feedback
• Gives tips/ advice to team members to help effective performance
Speed, Decision, Action
This Behaviour is about the ability to be highly responsive with a bias for action, to view issues objectively and make quick/sound decisions in a fast-moving environment.
Reviews situations quickly to identify workable solutions and make clear and prompt decisions.
• Knows and checks the relevant business data
• Takes control, looks at all jobs/ resources to gain a business unit overview
• Knows the full picture, e.g. story behind every job in the planner
• Makes quick decisions, e.g. brings forward jobs scheduled for other days to fill gaps
• Looks at other options, e.g. juggles jobs/ resources to squeeze in extra jobs
• Makes decision consistent with the facts/ logic
• Makes workable decisions in a timely way
• Takes a “Do it, Do it Now” approach
• Takes on and accommodates many extra jobs to boost sales
• Seeks other views when unsure
• Makes an objective assessment of others’ strengths and areas for development
• Uses evidence of others’ past performance or other measures to justify assessment
Driving Improvement
This Behaviour is about the ability to generate new ideas, proposals and opportunities to
Reviews key business performance measure and uses new ideas to enhance the day to day operation.
• Has a real enthusiasm for improvement e.g. sales
• Wants to improve the business unit size/ performance
• Encourages ideas among the team e.g. brainstorm sessions
O’BRIEN POSITION PROFILE
March 23
improve performance and add value in the business.
• Analyses relationship between income and cost to identify areas to target
• Suggests new ideas to business customers
Planning And Efficiency
This Behaviour is about the ability to plan and organise the work resources/activity and review progress to maximise efficiency for results.
Plans, organises and reviews the delivery of estimating activity in a structured manner to ensure efficiency.
• Puts extensive time into pre-planning and organises work to see that tasks/ activities run smoothly
• Develops clear plans for daily/ weekly activities
• Plans activity systematically, communicates regular updates to all team members
• Checks out specifics with customers in advance of appointments

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If you meet the above criteria and you’re seeking a rewarding career with a nationally recognised household brand, then we would love to hear from you. Apply Now!

At O'Brien®, we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of Belron®, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents

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