Call Handler

5 days ago

Manchester, United Kingdom Health Assured Full time

**CALL HANDLER**

**LOCATION: MANCHESTER CITY CENTRE (CLOSE TO VICTORIA STATION)**

**SALARY: £20,000 - £21,000**

**VARIOUS SHIFT PATTERNS AVAILABLE FOR FULL TIME AND PART TIME ROLES**

**JOB OVERVIEW**

**DAY TO DAY RESPONSIBILITIES**
- 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 departmental 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
- 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

**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
- Ability to work with telephony and IT systems
- MS Office knowledge and experience

**WHAT WILL YOU GET IN RETURN?**
- 25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years service)
- Birthday Off/Mental Health Day
- Profit Share Scheme
- Christmas bonus after 3 years of service
- Contributory Pension Scheme
- Fab Fridays
- dress down & free treats
- Allied Pride Network
- Social events throughout the year
- Free breakfast on Mondays
- Fresh fruit delivered to the office each week
- Free annual flu vaccine
- Private health insurance after 5 years service
- Life Insurance
- Discounted eye test
- Discounted glasses/contact lenses prescription

**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’ve gained 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 and focused attitude towards your work then this is the role for you.

**Job Types**: Full-time, Part-time

**Salary**: £20,000.00-£21,000.00 per year

Ability to commute/relocate:

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

Work Location: One location

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