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Freelance Customer Support Handler

3 months ago

York, United Kingdom Brightsparks Agency Full time

Salary: £11.44/hour


About the Role


We offer call handling services for several local authorities’ fostering services. This work is centred around offering information to prospective foster carers, by helping call enquiries understand the role of a foster carer and next steps within the application process. We’re looking for more Call Handlers to strengthen our engagement team.


This freelance opportunity is available year-round depending on our business needs, but also includes the opportunity to cover up a period of fixed term activity (ranging between 2.5 and 5 hours per day over a period of 6-10 working days).


As part of this role, you will:

  • Handle a call list of leads.
  • Engage new leads as well as re-engaging existing leads.
  • Speak with confidence about fostering, what the role of a foster carer involves and give guidance on next steps. (NB training on fostering will be provided.)
  • Offer guidance and assess leads’ readiness to progress, providing the best next steps for them.
  • Compile notes and tasks from calls with recommendations for re-engagement.
  • Manage email and SMS comms where needed.
  • Fill in reporting on calls carried out (information about time of day/day of week and call outcomes) promptly.


Our offer to you

  • Remote working so you can fit work around your day to day routine.
  • Full training and coaching will be provided about customer service skills and application of behavioural science if foster carer recruitment.
  • Initial training to be paid at day rate.
  • Our commitment to a real living wage and reviews of wage in line with minimum standards.
  • An opportunity for you to contract with us for one specific day eg. Mondays, or after hours only.


We’re particularly looking for freelancers looking to work one of the following shift patterns:

  • Monday 30th September- Monday 7th October, 10:30am-3:00pm (with 30 minutes unpaid lunch break)
  • Out of hours team (5pm-7:30pm)
  • Flexible Mon-Fri coverage (to assist on calls between 9:30am- 6pm. NB this will not be a full 8 hour shift, but 1-2 hour coverage where needed. In some instances we may request a half day of 3-4 hours).


To register your interest, please apply to this role via Linkedin or email louise@brightsparksagency.com with a CV.


These posts involve speaking about fostering in detail and therefore successful candidates will be required to apply for a disclosure of criminal records check at an enhanced level. Further information about the Disclosure Scheme can be found here: www.gov.uk/disclosure-barring-service-check 


NB due to the nature of the records handled, we cannot accept applications from applicants based outside of the UK.