Call Handler
*Salary: £23,000
*Location: Remote
*Working Hours: Monday – Friday, 36.25 hours per week
Join our client’s team as a dedicated team as a Call Handler, where you will be the first point of contact for all inbound calls in a dynamic and supportive environment. This role is crucial in assisting customers with their inquiries, ensuring they receive exceptional service and support.
Day-to-day of the role:
*Answer and qualify all inbound calls, verifying caller identity and reason for the call.
*Resolve basic enquiries at first contact using approved scripts, FAQs, and knowledge articles; provide clear, plain-English explanations.
*Capture and update accurate records (caller details, notes, outcomes, consent) in the CRM and related systems in real time.
*Book and coordinate appointments for clients with advisors and other specialists; send confirmations and reminders.
*Route complex or specialist queries to the relevant teams, including concise written summaries to speed resolution.
*Log and manage call-backs and voicemails, ensuring timely follow-through within agreed SLAs.
*Escalate urgent matters according to policy.
*Perform ad-hoc duties as required to support service delivery in a dynamic environment.
Required Skills & Qualifications:
*Outstanding communication (clear, warm, and professional) and active listening skills.
*Confident, empathetic phone manner with strong rapport-building and de-escalation techniques.
*Organised and detail-focused, able to multitask and prioritise under time pressure.
*Proficient IT user: CRM, Microsoft 365 (Outlook, Teams, Word, Excel), and telephony/call-queue systems.
*Accurate data entry and note-taking; disciplined record-keeping for audit readiness.
*Problem-solving mindset with a proactive, can-do approach; a strong team player.
*Professionalism and discretion, with a strong commitment to confidentiality and client care.
Preferred Skills:
*Experience in a contact centre, reception, switchboard, or high-volume call handling environment.
*Understanding of GDPR and information governance best practice for client data.
*Experience using modern VoIP/Teams Phone systems, call-quality frameworks, and basic reporting.
*Complaint triage experience and knowledge of escalation protocols.
*Telesales or appointment-setting experience (beneficial but not essential).
Benefits:
*Competitive salary of £23,000
*Fully remote work, allowing for a flexible work-life balance.
*Opportunities for professional development and growth within the company.
*Many other benefits
To apply for the Call Handler position, please submit your CV or reach out to Josh Fuller at Reed Devon & Cornwall.