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 non-judgemental

**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.

**P968929FA2R3**

**INDPENO

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