Job Description

Job Title: Telesales Lead & Customer Engagement (Outbound), Office based role

Location: DukesHill Ham Company, Hortonwood, Telford

Job Type: Full-time, Permanent

Salary: Annual salary of 26,000 + a performance-based bonus

Pension: DukesHill matches employee's contributions up to a maximum of 4% of annual salary.

Working Schedule: 9am - 5pm, Monday to Friday

Holidays: 25 holidays per year + bank holidays

Reporting: Reporting into Head of Customer Service

About Us

DukesHill is a British artisan food brand, producing premium artisan hams and fine foods, trusted by discerning customers who value craft, provenance and exceptional flavour. We're a Royal Warrant holder and have delivered over 1 million orders to over 200,000 customers across the UK, with a reputation built on quality gifting and memorable dining.

The Role

We're looking for a confident, on-site Outbound Telesales Executive to re-engage lapsed and at-risk customers, welcome and nurture new ones, and turn great conversations into repeat orders. You'll be the friendly voice that improves the customer journey, boosts order frequency, and deepens brand loyalty--especially around seasonal peaks (e.g., hampers and gifting).

You'll work closely with Customer Service, Marketing and Operations to run targeted call campaigns, follow up marketing leads, capture feedback, and keep spotless CRM records so every customer interaction feels personal and timely.

Key Responsibilities

Outbound calling to lapsed/at-risk customers to reactivate, win back and upsell appropriate ranges. Welcome calls to new customers to set up preferences, answer questions and encourage a second purchase. Campaign follow-ups (catalogue drops, email offers, seasonal launches) to convert interest into orders. Product & gifting guidance: help customers choose the right products, build hampers, and plan ahead for key dates. Cross-sell/upsell complementary items to increase AOV while maintaining a consultative tone. CRM discipline: log every contact, outcomes, next steps and consent preferences; maintain accurate customer data. Voice of the customer: capture objections, reasons for lapses and product feedback; share insights to improve the journey. Service recovery: proactively call customers after any service issue to restore confidence and loyalty. Collaboration: work with Marketing on scripts/objection handling and with Operations to ensure stock/dispatch align with offers. Customer Service: During peak period, you will be required to support customer service by answering calls or resolving tickets relating to queries, complaints or orders. Compliance: follow GDPR/PECR, call-quality and brand standards at all times.
About You

Proven outbound telesales or retention/loyalty experience (D2C, ecommerce, food, gifting or premium retail a plus). Warm, charming phone manner; active listening and strong objection handling skills. Target-driven with pride in both conversion and customer experience. Excellent written notes and CRM hygiene; comfortable with call metrics and simple Excel reports. Product-curious: you enjoy learning ranges and telling the brand story with authenticity. Resilient, positive and organised; thrives in a seasonal, fast-moving environment. Success Metrics (KPIs) Reactivation rate of lapsed customers and repeat-order rate of new customers. Conversations/day, talk time, conversion %, and revenue per hour. Average order value (AOV) and items per order through cross-sell/upsell. Opt-in/consent quality, NPS/CSAT after calls, and CRM data completeness.
Why Join Us?

Make a direct impact on growth for one of the UK's most acclaimed artisan food brands with a Royal Warrant and award-winning products. Supportive team, clear processes, seasonal excitement--and plenty to talk about with customers. Competitive salary with performance bonus, training, and progression opportunities.
How to Apply

Please send your CV and a short cover letter to raheem@dukeshillham.co.uk with the subject "Telesales & Customer Engagement Lead (Outbound) - Telford."

Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Benefits:

Employee discount Free parking
Work Location: In person