Call Handler

**Job description**

**Job Title: Call Handler**

**Location: Warley, Brentwood**
- **Due to our remote location, you must be able to drive as there is not public transport to our offices**_

**Reports To: Team Leader About us**:
We are a thriving, successful company with an excellent proven track record as Social Housing Experts in Property Services. To ensure a high level of operational focus, we are centred around three operating divisions - Mechanical, Electrical and Property Services.

**Job Summary**:
We are seeking a dedicated and compassionate Call Centre Operator to join our team and assist social housing clients in booking appointments. As an Operator, you will play a vital role in providing exceptional customer service and ensuring that our clients receive prompt and accurate assistance in securing appointments for social housing services. Your excellent communication skills, attention to detail, and empathy will be essential in effectively addressing client needs and maintaining a high level of client satisfaction.

**Key Responsibilities**:

- Receive inbound calls from social housing clients seeking to book appointments for various housing-related services.
- Provide professional and empathetic customer service while actively listening to client inquiries and concerns.
- Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
- Assess client needs and determine the appropriate appointment type and availability.
- Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
- Provide accurate information to clients regarding appointment dates, times, locations, and any required documentation or preparation.
- Assist clients in rescheduling or cancelling appointments as necessary, maintaining flexibility while accommodating client preferences and availability.
- Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
- Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
- Adhere to confidentiality and data protection policies to safeguard client information.
- Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
- Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.

**Experience & Skills**
- Previous experience in a call centre or customer service role, particularly in handling appointments or bookings.
- Strong communication skills, both verbal and written, with the ability to effectively convey information to clients and colleagues.
- Active listening skills to understand client needs and provide appropriate solutions.
- Excellent organisational skills and attention to detail to accurately record and manage client information.
- Empathy and patience to address client concerns and provide support in a compassionate manner.
- Ability to multitask and work in a fast-paced environment, while maintaining a high level of accuracy and professionalism.
- Problem-solving skills to handle challenging situations and find appropriate resolutions.

Pay: £24,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Employee discount
- On-site gym
- On-site parking
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Licence/Certification:

- Driving Licence (required)

Work Location: In person