Call Handler

Working in the fast paced Customer Hub you will be the first point of contact for calls coming from Applicants and Vacancy Managers discussing recruitment campaigns for the Metropolitan Police and Central Government.

Working hours will be between 08:00-18:00PM, the successful applicant will be placed on a set shift pattern upon hire. Hybrid working. Mon-Wed from home, Thurs-Fri from the office.

**Client Details**

An exciting opportunity to join a growing Organisation which provides cross Government and Police HR, Resourcing and Finance Shared Services. Flexibility and a positive attitude towards change are essential.
If you have a passion for delivering customer service excellence, work well in a fast paced environment and a resilient personality you will fit in with us - full training will be provided and there are good opportunities to progress within our growing organisation.

**Description**

**The role**:
You will provide information from the internal database such as "How do I book an interview" or "What documents should I upload." You will also be liaising with specialist recruitment teams to handle more complex resourcing and recruitment casework queries.
- Answer all incoming/outgoing calls in line with current service level agreements
- Use the internal system to provide an accurate and timely response, or escalate queries where applicable.
- Be customer focused at all times ensuring that excellent customer service is provided on all calls.
- Highlight any improvement opportunities
- Be a part of process and service improvements whether through suggestion or implementation.
- Work as part of a strong team to deliver results during peak times where calls are peaking.
- Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.
- Core hours are between 0800 - 1800, Monday to Friday however we run the service 365 days a year so you may be requested to work weekends, bank holidays or evening shifts until 8pm on weekdays. This will always be done on a preference system where possibleand appropriate notice of shift changes would be given.
- Work with honesty and integrity.

**Profile**

**The successful Call Handler will have the following**:
Skills, knowledge & experience:
Essential Skills
- Customer service experience
Desirable
- Computer literacy & keyboard skills
Contact Centre environment

Personal attributes:

- Willingness to learn new systems & cross train for multiple clients
- A positive attitude & a desire to help customers
- Flexible attitude
- Being able to work on own initiative & as part of a successful team to succeed on a daily basis

**Job Offer**
- Minimum 6-month contract
- Opportunity for a permanent role following a successful trial period
- Hybrid working (two office days per week)
- Holiday pay
- Pension
- Onsite parking