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Senior Call Handler

3 months ago

Coventry, Coventry, United Kingdom Cafcass Full time

We are currently recruiting
Senior Call Handler as a Fixed Term opportunity until 23rd August 2023 based within the National Business Centre within Coventry.


We trust and empower colleagues to work in a hybrid way, providing the resources, equipment, and support, so that individually and collectively, we can be the voice of children and young people when the family court makes critical decisions about their futures.


This role is part of a team based from our National Business Centre office within Coventry.


We provide extensive wellbeing support for colleagues, as well as excellent benefits, all of which we hope encourages you to join us.


Let us tell you a bit more about the role

As a Senior Call Handler you will be responsible for managing staff within the call centre by allocating key tasks to call handlers and dealing with difficult or complex calls.

Should you join us your tasks will include:
- **To manage the Call Centre Team ensuring that they respond to routine enquiries appropriately**:

  • To ensure compliance with data protection legislation and information assurance policy and procedures at all times
:

-
To maintain internal records as required, including input into databases and systems:

-
Maintain Management Information systems to ensure that the Call Centre can report on workloads, KPI's and targets, and identify where improvements can be made.

and what we're looking for.

  • Experience of a Call Centre Supervisory role
  • A relevant qualification in business administration (e.g. NVQ3), a willingness to work towards to a qualification and/or significant experience in a similar role
  • Ability to mentor others to achieve the highest levels of customer care
  • Knowledge of general office practice, particularly within the area of call handling
  • Ability to prioritise conflicting tasks and a challenging workload.

Next steps / timelines

Closing date:
19th March 2023

Telephone Interview:

  • W/C 20th March 2023

Final Interview:
W/C 27th March 2023

We understand that starting a new role is a big decision, and you may require further information before applying.

You can find out more about the role in the Job Description and there is a wealth of information about Cafcass on our Cafcass Careers page.


If you wish to speak with a member of the team for more specific information you can contact from our HR Resourcing team, providing your contact information and best times / methods to get hold of you.

**We look forward to hearing from you.