Call Handler

Are you an administrative assistant or call handler looking for your next opportunity? We're working with a large engineering client who are looking for a Call Handler to join them on a permanent basis in their Brentwood office.
You'll be working alongside other call handlers, with your day to day responsibilities being:
* Receive inbound calls from social housing clients seeking to book appointments for various housing-related services.
* Provide professional and empathetic customer service while actively listening to client inquiries and concerns.
* Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
* Verify client eligibility for social housing services based on established criteria and guidelines.
* Assess client needs and determine the appropriate appointment type and availability.
* Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
* Provide accurate information to clients regarding appointment dates, times, locations, and any required documentation or preparation.
* Assist clients in rescheduling or cancelling appointments as necessary, maintaining flexibility while accommodating client preferences and availability.
* Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
* Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
* Adhere to confidentiality and data protection policies to safeguard client information.
* Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
* Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.
* Attend training sessions and participate in ongoing professional development activities to enhance job knowledge and skills.
The right candidate will have:
* Previous experience in a call centre or customer service role is highly desirable, particularly in handling appointments or bookings.
* Strong communication skills, both verbal and written, with the ability to effectively convey information to clients and colleagues.
* Active listening skills to understand client needs and provide appropriate solutions.
* Excellent organisational skills and attention to detail to accurately record and manage client information.
* Empathy and patience to address client concerns and provide support in a compassionate manner.
* Ability to navigate computer systems and proficiency in using call centre software, databases, and standard office applications, including Microsoft Office packages
* Candidates must have a full UK licence and live within 10 miles of the office.
To apply, please click the link or see the contact details

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