Telephone interviewing at IFF: A rewarding role with flexibility & purpose

Are you looking for a role that truly fits around your life? Want to build confidence, learn new skills, and work on projects that make a real difference to society? And do you enjoy talking with different people? Then telephone interviewing might just be just the role for you.

At IFF, we believe in giving people the freedom to be their best selves. That means flexibility, room to grow, and support in delivering meaningful research. We pride ourselves on providing valuable insights to our clients – by listening to the views of local businesses and everyday people, just like you!

If we’ve piqued your interest, keep reading, as we speak with Sharmarni, a former interviewer, to learn more about the role.

What does an average day in the role of a telephone interviewer look like?

The great thing about being a telephone interviewer is that each day is different. You’ll be assigned to a particular project, some new and some you may have been on for a while – but that’s not a bad thing, especially when you’re hitting those bonuses. You’ll be conducting phone interviews with a variety of people – everything from small businesses to large, well-known companies, and calling people in their homes.

Each conversation is an opportunity to learn something new, whether it’s a quirky opinion or a fascinating fact. You’ll be busy making connections, gathering data, and making sure everything is entered accurately. Plus, as the work is fully remote, you get the freedom to set up your cosy workspace at home, and jump straight into your calls. There’s also the flexibility to work hours that fit your schedule, so you can balance life outside of work too.

How did you get into telephone interviewing in the first place?

Like most people, I needed to make some money – but many years later and I’m still here! The good thing about market research is that there are lots of opportunities for progression, and telephone interviewing just sets the foundation. Plus, let’s not forget those bonuses. Once you’re in the swing of things, the extra cash rolls in, and the bonuses are uncapped!

You might be coming from a customer service, sales or research background, – where talking to people is second nature to you and something you’re looking for in a role. Or perhaps you’re a student, parent or carer and are looking for a genuinely flexibility. No matter what your goal is, if you’re willing to engage, listen, and want to make an impact, telephone interviewing could be a really good option.

What's the best thing about the role?

Aside from the amazing bonuses we get on each project, it’s really the flexibility and impact. The freedom to choose your hours and work from home was a game-changer for me. Whether you want to work over the weekends, or in the evenings after the kids are in bed, you can design your workday to fit your lifestyle.

And then there’s the satisfaction of knowing that the work you’re doing is helping to shape important decisions. Your conversations help gather data that drives everything from market trends to public policy decisions. Pretty cool, right?

Being human first is one of our core values at IFF. That comes across both in interactions with respondents and with support from the team. There’s something powerful about speaking to someone who simply needed to be heard. That human touch is what sets us apart.

What's the most challenging thing about the role?

Like any job, there are a few challenges. Sometimes, people just aren’t in the mood to chat, and that can be a little tricky. You’ve got to be patient, keep the conversation going, and get them on side. But hey, a little charm and persistence go a long way!

Also, because you’re dealing with important data, accuracy is key. Keeping track of all the details and making sure everything is recorded correctly can be tricky when you’re juggling multiple interviews. But if you’re organised and focused, it becomes second nature.

What does it take to be a good telephone interviewer?

To be a great telephone interviewer, you’ll need a few key skills:

• People skills: If you’re a talker, this will be easy for you! But you also need to be able to listen and keep the conversation flowing smoothly. The ability to make people feel comfortable and heard is huge.
• Patience: Some interviews can be long or tricky, and not every conversation is going to be a breeze. But if you’re calm, patient, and persistent, you’ll ace it.
• Attention to detail: You’ll be gathering a lot of data, and accuracy is super important. Being detail-oriented and staying organised will help you keep everything on track.
• Listening skills: It’s not just about asking questions. Listening actively to the responses and understanding what people are really saying is key to making the interview successful.
• Adaptability: Sometimes, you need to think on your feet. Every conversation is unique, so being able to adapt to different situations is a real asset.

Sounds like a great opportunity for developing skills too?

For sure. They’re really important skills to master for both work, and life in general. This role will really help you hone those skills – setting you up for success in your career and beyond.

What's the training process like?

IFF is big on training and making sure that you’re up to speed with the processes and feel confident in your role. It starts from your first initial training after you apply for the role, and it’s extensive and intense – but you’re never left in the deep end alone. From the systems we use, to tech tips and tricks, roleplaying, and techniques for objection handling, we go through everything with a fine-tooth comb for your first project.

And it doesn’t stop there. Once you’ve got a project under your belt, you’ll move on to others – and again, more training! You’ll never feel unprepared, and if at any point you feel unsure, just let someone know, and they’ll work with you to make sure you’re feeling ready to take on the next challenge.

Lastly, what's the culture like at IFF?

IFF transitioned to remote work long before the pandemic because they wanted to give everyone the opportunity to have flexibility and broaden job possibilities beyond London. This even includes the London Living wage being offered to everyone no matter where they’re based. They truly believe in creating a supportive, collaborative culture where everyone feels valued – whether you’re working from home on the phones or at the London office.

Even though the telephone interviewing job is done remotely, they make sure that the team still feels connected and engaged. After all, a great team culture is key to keeping everyone motivated and happy!

One of the standout features of our culture is our Social Committee, which plays a big part in bringing the team together. They organise regular virtual and in-person social events – everything from quiz nights and coffee breaks to full-blown parties. Whether you’re catching up with colleagues over Zoom or meeting up for a team event in one of the UK’s many cities, there’s always an opportunity to bond with your teammates outside of work.

We believe in having fun while getting things done, and these social events are a great way to build relationships and add a bit of excitement to the work week. It’s this sense of community, combined with flexibility and respect for work-life balance, that makes IFF such a great place to work.