Client Services Call Handler

7 months ago


Gloucester, United Kingdom The Benefact Group Full time

**Working hours**:35 hours per week, Monday to Friday

**Duration**:Permanent

**Location**:Gloucester (office based)

**Job ref**:201244

**About the role***:
We are looking for a Call Handler to join our Gloucester based team.

The role holder will work as part of a team to provide a professional, prompt and knowledgeable level of phone-based customer service and associated administration to **Ecclesiastical’**s Funeral Director business partners and their customers.

**Key responsibilities**
***:

- Act as the first point of contact for inbound calls from Funeral Directors and their customers
- Respond to and resolve varied general enquiries, take card payments and provide product valuations accurately and in a timely manner
- Manage business partner and customer expectations, ensuring resolution of queries and issues within agreed timeframes and SLAs
- Update back office administration systems and complete post call follow up work accurately and within agreed timeframes
- Inform customers and business partners by explaining procedures and providing product information
- Recognise incidents and complaints and escalate these within agreed SLAs
- Maintain and improve quality results by adhering to standards and SLAs; recommending improvements to processes
- Provide general administration support to the business as required

**Knowledge, skills and experience**
***:

- Excellent telephone manner, able to demonstrate empathy and resilience
- Proven organisational and strong administration skills
- Flexible attitude and approach and excellent team player
- Experience of Microsoft packages e.g. Word and excel
- Educated to GCSE level or above

**What we offer**
***:

- A competitive salary - let's discuss it
- Flexible working
- Group Personal Pension - up to 12% employer contribution
- Generous annual bonus scheme up to 24%
- 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
- An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
- Up to £300 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications

**About us**:
**Benefact Group** is a unique international financial services group made up of over 30 businesses. We are owned by a charity and currently the 3rd largest corporate donor in the country, having given away over £187 million since 2016. We have an ambitious plan to become the number one corporate donor with strategic objectives in place to double the groups size over the next five years.

We believe it’s essential to attract, empower, grow and reward talented people offer career opportunities and personal development through a fantastic learning and career framework. Luckily for us, the nature of who we are - our giving ethos, our 135 year history and the diversity of what we do - has built a culture of kindness, of great ambition, of passionate people driven to do better and be better.



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