Call Handler

If you are looking to work in a team, are cool-headed under pressure and enjoy providing excellent customer care over the phone, then working as a Customer Service Call Handler with Bereavement Support Network could be for you.

Key to the Customer Service Call Handler position is the ability to listen carefully to the details of every call. There will often also be standard and mandatory responses to be relayed to specific situations, which you will be expected to deliver consistently. The ability to speak clearly and calmly will also be important. We stop unwanted mail for the deceased and connect the caller with probate specialists if it is required.

Empathy and excellent customer service skills are required, and ideally, you will have proven experience of working with customers.

The ability to put people at ease and quickly build rapport with callers is necessary, as is a positive attitude and resilience when it comes to potentially delicate scenarios.

Multitasking skills will help in the role of Customer Service Call Handler, where you will log call details as standard practice after or with calls from customers. Good computer literacy is a must and some knowledge of commercial phone systems would be advantageous.

Key Responsibilities
- Manage and respond to a high volume of inbound calls
- Listen carefully to callers’ requirements
- Ensure callers’ requests are dealt with effectively and efficiently
- Stay calm and focussed in dealing with a variety of customer queries
- Always ensure the highest standards of customer care at all times
- Meet Key Performance Indicators (KPI) requirements as set out and agreed with your line manager
- Liaise with other partners to provide exemplary delivery
- Share best practice knowledge with colleagues to promote continuous improvement
- Ensure that BSN’s Code of Conduct is fully adhered to

Skills and Attributes
- A Disclosure and Barring Service (DBS) check is required
- Standard ‘right to work’ checks are required
- The ability to communicate well (both verbally and written)
- Excellent writing skills (for logging call details on systems)
- The ability to stay calm under pressure
- Prior experience of office work desirable
- Fundamental computer skills (Microsoft office and knowledge of CRM systems)
- The ability to follow predefined processes and structured or scripted questions and responses

Customer Service Call Handler experience is not crucial for this role but would be beneficial. More important are the skills and attributes listed above, along with a passion for helping others, and providing first-class customer service.

Bereavement Support Network has expanded into newer endeavours and is a leading provider of bereavement support throughout the UK.

**Job Types**: Full-time, Part-time
Part-time hours: 16-37 per week

**Salary**: £10.00-£14.00 per hour

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Blackpool: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reference ID: BSN/BT/44