First Response Team Handler

3 weeks ago

Halifax, United Kingdom Activate Group Limited Full time

**Job title: First Response Team Handler**

**Department: Contact Centre**

**Location: Halifax**

**Hours: 37.5 hours per week, covering shifts between 7am-8pm. Shift pattern includes 1 in 3 weekends (either Saturday or Sunday) with a weekday off in lieu**

**Salary**:
**We're looking for a First Response Team Handler to be part of our success story.**

**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.**
**Great career development opportunities - grow with us.**

**About the role**

We are looking for people to join our 24/7 365 days a year Contact Centre. You will handle a high volume of calls daily, working in a dynamic and fast-paced environment.

You will be the first point of contact for our customers. Your key role will be to take accident reports from our customers. However, you may also deal with queries, liaise with other companies and agencies, and work with other areas of the business to resolve issues. Throughout, you will ensure that all the information is recorded and updated accurately using our bespoke software and reporting platforms.

Being a company who is there for our customers every day of the year, you will be expected to work either a Saturday or Sunday once every 3 weeks with a day off in the week to compensate.

**Key responsibilities**
- Receiving a high volume of inbound calls from Customers and third parties.
- Using Activate Groups bespoke software and databases to accurately record the information provided.
- Work within agreed Customer SLAs and personal KPIs.
- Collaborating with other teams across the business
- Communicating with other companies as necessary to resolve queries.

**Skills and experience**
- Excellent Customer Service and communication Skills
- Ability to handle high volume of calls daily.
- High attention to detail
- Proficient in use of software packages
- Experience of working in a target driven environment desirable
- Ability to multi
- task
- Previous experience working in a call/Contact Centre or customer Support role desirable

**Benefits**
- 33 days holiday (including bank holidays)
- Personal health cash plan - claim back the cost of things like dentist and optical check ups
- Enhanced maternity / paternity / adoption / shared parental pay
- Life assurance: three times basic salary
- Amazing Christmas & Summer parties
- Free breakfasts and fruit
- Birthday surprise for everybody

**What you can expect from us**

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

We also love to have fun together, and our whole company summer and Christmas parties are pretty legendary

**A bit about us**

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
**Purpose**:Make someone's bad day better

**Values**:

- Make it happen - Be accountable. Take the initiative, work fast, and do a great job.
- Strive for better - Be bold. Challenge the norm - make small improvements often.
- Win together - Be a team-player. Win together, learn together, respect each other.

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