Client Call Handler

Job Vacancy

As the first point of contact the Client Call Handler will need to ensure a high level of client service is delivered on every call. The role of the Client Call Handler is to answer all incoming calls quickly and efficiently whilst ensuring calls are put through to the most relevant person/department. The Client Call Handler will need to be able to quickly identify the nature of the call in a professional manner.

• Receive incoming telephone calls via the switchboard and route them to the correct person or department quickly and efficiently with the aid of a computerised directory
• Provide support and assistance to colleagues and callers (clients) to the organisation
• Ensure any telephone messages are passed to the relevant person promptly and accurately
• Ensure any network/system failures of the telephone system are reported immediately to the IT Team and liaise with them to ensure the system is up and running as quickly as possible
• Keep up-to-date and accurate knowledge of the firm’s colleagues, departments and services

• Experience of a modern telephone switchboard would be highly desirable
• Good IT skills and familiar with Microsoft Office products
• Previous experience in a client facing or customer services role

• A clear voice and good listening skills
• The ability to remain calm when the switchboard is busy and prioritise multiple demands
• The ability to deal with clients in a polite and professional manner
• Good attention to detail and accuracy
• The ability to deal with difficult clients in an efficient and calm manner

You will work as part of the wider Client Enquiries Team with two other dedicated call handlers.

• Basic salary and benefits package
• 28 days holiday per year, plus bank holidays
• Medicash cash back scheme after 1 year’s service
• Life Insurance
• EAP and various other physical and mental wellbeing support services including virtual GP access 24/7
• Family friendly policies such as enhanced maternity and paternity pay plus family events leave
• Company sick pay
• Cycle scheme