Job Description

Telephone Agent

Location: Grey Street, Newcastle City Centre (Office Based)

Salary - 12.60 per hour / 24,570 Pro Rata (based on 37.5 hours)

Guaranteed Hours Contracts

Part Time Shifts available ranging from 16-25 hours per week

Flexible shifts between - Monday to Thursday (10am-8pm), Friday, Saturday (9am-4pm). NB - You will be required to work some evenings.

Applications welcome from students, however, due to ongoing training must be able to attend work during all holidays.

The role

The Telephone Agent operates within our Contact Centre based on Grey Street. You will work on a range of interesting projects and key responsibilities are (not exhaustive):

Undertaking research-based telephone interviews to a range of respondents on behalf of our clients through the completion of scripted questionnaires. Recording all respondent comments on the computer ensuring accurate reflection of discussion which supports further analysis and insight. To manage and protect all customer information, this includes sensitive information in accordance with the relevant legislation and company procedures. Ensuring contact with respondents is professional and upholds Explain core brand values.

What we require from you...

Customer Engagement, Communication & Resilience

Demonstrated experience in customer service or contact centre roles, ideally involving outbound engagement or structured telephone-based interactions. Exceptional verbal communication skills, with a clear, confident, and courteous telephone manner that fosters trust and encourages participation. Comfortable initiating conversations and navigating structured scripts while remaining responsive and personable. Skilled in engaging a wide range of respondents, adapting tone and approach to suit different backgrounds and communication styles. Resilient and composed when faced with repetitive tasks, low response rates, or challenging interactions--maintaining motivation and a positive attitude throughout.

Motivation, Attitude & Adaptability

Self-motivated and target-driven, with a strong sense of personal accountability and pride in delivering high-quality work. Positive and proactive, with a "can-do" attitude and a willingness to contribute to team success. Open to feedback and committed to continuous improvement. Flexible and adaptable to meet the evolving needs of the business.

Technical & Organisational Skills

Confident using computer systems and applications, including data entry platforms and call handling software. Accurate typing and data recording skills, with strong attention to detail and a commitment to data integrity. Effective time management and organisational skills, with the ability to work independently and manage workload efficiently. Reliable and punctual, with a consistent approach to meeting scheduled shifts and deadlines.

Role is subject to a basic DBS check (which we deem is satisfactory). All applicants must have the legal right to work in the UK. Explain Market Research are unable to support Visa Applications/Sponsorship.

Please note that this advert may be closed prior to the stipulated closing date should a suitable candidate(s) be identified. Due to the volume of applications; only shortlisted applicants will be contacted.

This posting is intended for candidates who have not previously applied

Explain Market Research is an equal opportunities employer.

Job Types: Part-time, Permanent

Pay: 12.60 per hour

Benefits:

Casual dress Company events Company pension Employee discount Free flu jabs Health & wellbeing programme Store discount
Application question(s):

o Do you have any unspent criminal convictions or conditional cautions (excluding speeding offences) under the Rehabilitation of Offenders Act 1974? (Yes or No) - If yes, please provide brief details below Outline what makes you the ideal candidate for this role? (maximum of 300 words)
Education:

GCSE or equivalent (preferred)
Work Location: In person