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Call Centre Representative

2 months ago

Hinckley, United Kingdom The Portfolio Group Full time
Job Title: Call Handler

We are seeking a skilled Call Handler to join our team at The Portfolio Group. As a Call Handler, you will be the first point of contact for clients, providing empathetic and effective support to resolve their queries and concerns.

Job Purpose:

The primary objective of this role is to provide exceptional customer service, ensuring that clients receive timely and accurate support. You will work closely with our counselling and legal teams to assess and triage calls, providing reassurance and setting up support for clients.

Key Responsibilities:
  • Provide efficient and effective telephone service to all callers
  • Complete outbound calls to provide effective follow-up support
  • Support digital functions within the organisation, including live chat and emails
  • 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 their situation and identifying the next steps
  • Ensure that personal knowledge of the assistance programmes is continually developing, and that departmental procedures and protocols are always adhered to
  • Take ownership and responsibility for cases, ensuring clients can access the relevant support
  • Record accurate notes against cases and capture all client and call information correctly on the database
  • Attend team meetings and training as required
  • Maintain required productivity levels to ensure service provision is maintained and service levels are achieved
  • Identify areas where we can improve client experience
  • Ensure individuals are provided with support efficiently by managing and monitoring relevant queues across the EAP
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-judgmental
  • Ability to work to deadlines
  • Ability to work with telephony and IT systems
  • MS Office knowledge and experience
  • Experience working on inbound phone lines
  • Experience working with emotive matters
Benefits:
  • 25 days' holiday, plus bank holidays
  • Day off on your birthday
  • Cash plan for you (and your children, if any)
  • Holidays increase after 2- and 5-years' service
  • Contractual sick pay
  • Private medical insurance after 5 years' service
  • Pension Plan and Life Insurance
  • Pension plan contributions increase after 5- and 7-years' service
  • Holiday season bonus after 3 years' service
  • Profit share scheme
  • Season ticket loan scheme
  • Cycle to work scheme
  • Access to Employee Assistance Programme

We offer a range of benefits to support your well-being and career development. If you are a motivated and empathetic individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.