Customer service operator

  • Customer service
  • Liverpool

The company

The Lead Agency is a fast-growing technology business with 16 years’ experience in lead generation and customer acquisition. We are a trusted growth partner to some of the world’s biggest and most ambitious organisations.

We connect consumers to products and services that fulfil their needs, help organisations to find and acquire new customers and enable publishers to monetise their audiences.

We are a thriving company with over 100+ specialists located across our Liverpool HQ, London and New York offices.

The Lead Agency is made up of talented, creative and determined people.  We seek ambitious forward thinkers who are equally passionate and driven for career success.

The job

We’re looking for strong communicators with the ability to listen, understand and interpret consumer needs.

The role sits within our expanding contact centre, which plays a critical role in our ability to connect customers with products and services that fulfil their needs. We’re looking for a fun, professional, self-driven individual with the ability to communicate in a compelling way.

We provide hands-on training and use a comprehensive lead handling system that provides our operators with the latest information about the types of products and services consumers are looking for.

We have a robust monthly bonus system and firm but fair targets that can help the right candidate earn a significant financial incentive.

The ideal candidate will have:

  • Strong communication skills
  • An ability to connect with and inspire people
  • A willingness to learn and develop knowledge and skills
  • An enthusiastic, energetic, can do attitude
  • Strong ability to deliver against targets
  • Ability to ensure performance within a high-quality standard
  • A willingness to learn and develop knowledge and skills

The responsibilities

To maximise the leads that are provided by having quality conversations with customers to provide them with the best options for their new driving experience, whilst ensuring that you deliver the manufacturers with a real quality lead they can work with.

You will work with and be supported by our existing team of team managers to achieve your own and ultimately the company targets.

You will spend your time:

  • Calling existing leads – never cold contacts – to inform and inspire them with information relevant to their needs
  • Helping consumers move along the buying process by sending them brochures or booking test drives for new cars
  • Maintaining our high standards for quality over quantity

The skills & candidate profile:

  • Enjoys a fast-paced environment
  • Proven experience of delivering to and performing against targets to deliver an outstanding service, with experience ideally in a sales based contact centre.
  • Ability to work in a dynamic and fast paced environment while ensuring a high level of Customer Service and quality is delivered to both external and internal customers.
  • Flexible in working hours.
  • Strong computer literacy.
  • Ability to identify and report any issues preventing the team doing their job to the best of their ability.
  • Maintaining a good morale throughout the day
  • Help and assist colleagues reach their target to the correct quality
  • Supporting new starters through induction and make ensure that they are trained to the correct standard required
  • Self-Motivated
  • Driven
  • See past a problem to find a solution (to achieving targets)
  • Good established understanding of a sales environment
  • Works well within a team even though targets are individual
  • Able to maintain positive outlook
  • Previous recent experience of an intense outbound call centre
  • Professional
  • Ability to develop strong, lasting relationships.
  • Ability to convince and persuade.
  • A proven track record of meeting and exceeding sales objectives.
  • Excellent verbal and written communication

The culture

The Lead Agency is a fast-moving and creative company that believes that if something is worth doing, it’s worth doing right.

We value ambition and persistence, and we encourage each other to drive progress through continual improvement and innovation. We’re working on exciting projects with the potential to transform our industry and allow us to expand both in the UK and internationally.

Our headquarters offer one of Liverpool’s best locations to work in – a bright, open plan office on the 13th floor of the Unity Building, offering spectacular panoramic views of our city.

Balance is important to us, which is why we offer free personal training and squash games, subsidised gym membership… and a free office bar every Friday! In addition, we have regular nights out and charity events throughout the calendar.

Read our interview with CSO team leader Ryan O’Connor to find out more about life in the contact centre.

The application

The Lead Agency appreciates the time you’ve taken to consider the details and we welcome your application.

To begin your application please send your CV or LinkedIn profile to or call +44 (0)151 221 9889 to discuss the role.

Alternatively, apply below.

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