● Took inbound calls, dealt with questions efficiently and effectively and input data into ICT systems
● Gave customers the correct advice, and after understanding their needs, up-sold services and turned objections into sales opportunities
● Assisted in training new members of staff
● Cold-called customers to up-sell services
● Worked to ensure all individual and team targets were met
● Used tact and discretion to discuss customers’ estates to ascertain whether probate was required
● Developed a number of incentives for team members to achieve targets
