Publisert i: Kundeservice/Call Centre i Manchester | Posted: |
INFORMATION CONSULTANT
MANCHESTER - £23,500 + up to 2k overnight allowance depending on shift pattern.
Full time office based in Manchester Victoria! - shift pattern, may include some evening or weekend working!
Dive into the role of a Call Handler where empathy meets excitement! I am on the lookout for someone who not only listens with care but brings a touch of joy to every call. if you're ready to turn customer interactions into memorable moments with your understanding and a dash of fun, I want you to be a part of my clients' team. Join them in making a difference, one empathetic and fun conversation at a time. Apply now and let's bring smiles to every call!
We are pleased to be working with the UK and Ireland's Largest Independent and Trusted Well-being Provider who have been making a positive difference in over 15 million lives for over 40 years. Our client offers the most comprehensive EAP on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sectors, to business partners, individual users, employees, and their family members.
JOB PURPOSE:
We are looking for call handlers with an enthusiastic, eager, and willing-to-learn attitude. It will be a challenging but fantastic opportunity to work alongside business professionals, counsellors, and legal advisors in a fast-paced and customer-focused environment. You will be on the front line of Assistance Programmes working alongside the counselling and legal teams. You will assess and triage calls coming into the service, ensuring that clients are reassured of the support you are setting up for them. The role will involve assisting with any call management tasks, helping the relevant teams continually to improve the service, assisting with office duties, and striving to ensure that every call into the service is a positive one.
JOB OVERVIEW:
You will be on the front line of the Employee Assistance Programme (EAP) working alongside the counselling and legal teams. You will be required to be always available to assess and triage calls coming into the service, ensuring that clients are reassured of the support you are setting up for them.
DAY-TO-DAY RESPONSIBILITIES:
To provide an efficient and effective telephone service to all callers
Completing outbound calls to provide effective follow up support
Supporting digital functions within the organisation including live chat and emails
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 assistance programmes is continually developing, and that departmental procedures and protocols are always adhered to
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
Attending team meetings and training as required
Maintain required productivity levels to ensure that the service provision is maintained, and service levels are achieved
Identifying areas where we can improve client experience
Ensuring individuals are provided with support efficiently by managing and monitoring relevant queues across the EAP
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 to deadlines
Ability to work with telephony and IT systems
MS Office knowledge and experience
Experience working on inbound phone lines
Experience working with emotive matters
BENEFITS:
25 days' holiday, plus bank holidays
Day off on your birthday
Cash plan for you (and your children, if any)
Holidays increase after 2- and 5-years' service
Contractual sick pay
Private medical insurance after 5 years' service
Pension Plan and Life Insurance
Pension plan contributions increase after 5- and 7-years' service
Holiday season bonus after 3 years' service
Profit share scheme
Season ticket loan scheme
Cycle to work scheme
Access to Employee Assistance Programme
Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday! 15. Company incentives, access to discount schemes
Why Join the Team?
THIS IS A FANTASTIC PLACE TO WORK IF YOU ENJOY A CHALLENGE AND HAVE GENUINE ENTHUSIASM FOR OVERCOMING OBSTACLES AND LEARNING. THE OFFICE IS FAST PACED AND BUSY SO WE LOOK FOR COLLEAGUES WHO HAVE A POSITIVE AND FOCUSED ATTITUDE. THROUGH TRAINING AND DEVELOPMENT, WE MAKE SURE THAT EVERYONE WHO WORKS HERE HAS THE RESOURCES THEY NEED TO BUILD THEIR CAREERS. SO, IF YOU ARE AMBITIOUS, FOCUSED AND A CONFIDENT COMMUNICATOR YOU'LL SOON DISCOVER THAT THERE ARE UNLIMITED OPPORTUNITIES FOR YOU WITHIN THE BUSINESS.
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