Call Handler

2 weeks ago

Manchester, United Kingdom The Portfolio Group Full time
Health Assured are looking for call handlers with an enthusiastic, eager, and willing to learn attitude.

It will be a challenging but fantastic opportunity to work alongside business professionals, counsellors, and legal advisors in a fast paced and customerfocused environment.

The role re
- quires the post holder to triage calls and manage client's expectations without compromising on the high service standards expected of all Health Assured employees.

Shift Pattern:
(you will have to pick one of the two shifts upon being succesful for the role)
-
Tues/Wed 9-5pm + Thurs/Fri 11-7pm + Sat 9-5pm:


  • Mon/Tues 8-4pm + Wed/Thurs/Fri 12-8pm:
-
Mon/Tues 12-8pm + Wed/Thurs/Fri 9-5pm

Job Overview

Day To Day Responsibilities as a Call Handler:

  • To provide an efficient and effective telephone service to all callers
  • To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed
  • Greet clients making them feel comfortable and at ease, exploring the clients' situation and identifying the next steps, including assessing the risk/urgency of the issue
  • Ensure that personal knowledge of the EAP is continually developing, and that depart
- mental procedures and protocols are always adhered to

  • Assist with all call related matters coming into the business whether for the EAP function, OH or business services
  • To take ownership and responsibility for of the cases in the first instance and ensure the client can access the relevant support
  • Ensure that all notes are recorded accurately against the appropriate cases and all other client and call information is correctly captured on the database
  • Attending team meetings and training as required
  • Maintain required productivity levels to ensure that the service provision is maintained, and service levels are achieved
  • Escalating any service issues appropriately
  • Identifying areas where we can improve client experience
  • Maintain communication with all relevant teams across Health Assured
  • Maintain confidentiality and discretion when dealing with any enquiries, or sensitive information obtained as part of the role
  • Able to always maintain a professional and responsible attitude
  • Able to work as part of a busy team
  • Able to organise and prioritise workload accordingly to ensure work is completed within a timely manner
  • Always ensure effective communication
  • Carry out any other tasks deemed necessary by the Management Team

Essential Skills And Competencies

  • Enthusiastic and willing to learn
  • Ability to prioritise and work unsupervised as required
  • Excellent communication and written skills
  • Ability to provide great customer service
  • Good listening skills
  • Open minded and nonjudgemental

Desirable Skills and Competencies

  • Ability to work to deadlines
  • Ability to work with telephony and IT systems
  • Enjoy helping people
  • Ability to work as part of a team
  • MS Office knowledge and experience
  • Experience working on inbound phone lines
  • Experience working with emotive matters

Why Join our Team?
Health Assured are proud to be the UK and Ireland's most trusted independent health & wellbeing provider. Our people, and the hard work they do, are the reason why we have Agained that trust.

We are a growing business with a fast-paced working environment,we value our employees ongoing development and with internal training we ensure you have all the resources to build a successful career.

Hard work is recognised and rewarded through the many opportunities and incentives offered, if you have a positive andfocused attitude towards your work then this is the role for you.


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**INDPENO

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