Call Handler

Are you an administrative assistant or call handler looking for your next opportunity? We're working with a large engineering client who are looking for a Call Handler to join them on a permanent basis in their Brentwood office.�

You'll be working alongside other call handlers, with your day to day responsibilities being:�

• 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.�


• Verify client eligibility for social housing services based on established criteria and guidelines.�


• 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.�


• Attend training sessions and participate in ongoing professional development activities to enhance job knowledge and skills.�

The right candidate will have:�

• Previous experience in a call centre or customer service role is highly desirable, 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 navigate computer systems and proficiency in using call centre software, databases, and standard office applications,�including Microsoft Office packages�

To apply, please click the link or see the contact details!