Call Handler and Administrator

Job Title: Call Handler and Administrator

**Salary**: £22,932

Location: 1 Cartwright Farm Road, Speke, Liverpool, L24 1UY.

Contract: 12 month FTC, Full Time (35 hours per week)

Working Schedule: Monday-Friday, 8:45 AM - 4.45 PM

**About FRC Group**

FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values—Bravery, Creativity, Passion, and Professionalism—drive us to tackle social issues head-on, innovating to create sustainable solutions and inspiring positive change.

Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they’re about empowering lives, supporting the community, and ensuring everyone has access to the essential items that make a house a home.

Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through comprehensive training, development opportunities, and a culture that celebrates achievements and milestones.

Are you a people person with a passion for providing excellent customer service? Do you have great organizational skills and the ability to work in a fast-paced environment? If so, we want you to join our team at FRC as a **Call Handler and Administrator**

FRC Group is looking for an enthusiastic individual to be the first point of contact for our customer service team. We’re committed to delivering a simply better service, and this new role is critical in supporting that vision.
- **First Point of Contact**: Handle incoming calls and respond to customer enquiries in a professional and friendly manner.
- **Log Enquiries**: Update system notes and maintain a call log for each customer interaction.
- **Direct Calls**: Refer calls to the appropriate team members and manage sales queries, directing them to the Sales Team when necessary.
- **Admin Support**: Provide administrative support to the customer service team, including delivery note sign-offs and KPI reporting.
- **Health & Safety**: Comply with FRC Group’s Health and Safety policies.
- **Additional Tasks**: Assist with any other duties as required by the Customer Service Manager.

**Requirements**:

- At least 1 year of experience in a customer service, administration, or call handling role.
- Proficient in MS Office (Excel, Word, Outlook). Experience with Great Plains system is a plus.
- Excellent verbal and written communication skills.
- Strong organizational skills with a keen eye for detail.
- Ability to handle a fast-paced environment with confidence and assertiveness.
- Ability to create personal connections with customers, making them feel valued and understood.

**Benefits**
- 27 days holiday per year plus bank holidays
- Up to 10% pension match
- Staff purchase schemes
- Medicash health insurance
- Employee assistance program
- Travel passes
- Cycle to work scheme
- Birthday celebrations and meals
- Values awards & vouchers
- 3 paid volunteering days per year
- Free parking
- Death in service
- Enhanced maternity and paternity pay
- Free tea, coffee, and fruit
- Wonderful Wednesdays - Free Toast and gatherings
- Training and Development opportunities
- A great place to work with a positive social impact

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

Pay: £22,932.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home

Work Location: In person