Call Handler - Manchester, United Kingdom - The Portfolio Group

The Portfolio Group

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Health Assured 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 customerfocused environment.

The role re
- quires the post holder to triage calls and manage client's expectations without compromising on the high service standards expected of all Health Assured employees.

Shift Pattern:
(you will have to pick one of the two shifts upon being succesful for the role)
-
Tues/Wed 9-5pm + Thurs/Fri 11-7pm + Sat 9-5pm:

Mon/Tues 8-4pm + Wed/Thurs/Fri 12-8pm:

-
Mon/Tues 12-8pm + Wed/Thurs/Fri 9-5pm

Job Overview

Day To Day Responsibilities as a Call Handler:

To provide an efficient and effective telephone service to all callers
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 EAP is continually developing, and that depart

- mental procedures and protocols are always adhered to

Assist with all call related matters coming into the business whether for the EAP function, OH or business services
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
Escalating any service issues appropriately
Identifying areas where we can improve client experience
Maintain communication with all relevant teams across Health Assured
Maintain confidentiality and discretion when dealing with any enquiries, or sensitive information obtained as part of the role
Able to always maintain a professional and responsible attitude
Able to work as part of a busy team
Able to organise and prioritise workload accordingly to ensure work is completed within a timely manner
Always ensure effective communication
Carry out any other tasks deemed necessary by the Management Team

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 nonjudgemental

Desirable Skills and Competencies

Ability to work to deadlines
Ability to work with telephony and IT systems
Enjoy helping people
Ability to work as part of a team
MS Office knowledge and experience
Experience working on inbound phone lines
Experience working with emotive matters

Why Join our Team?
Health Assured are proud to be the UK and Ireland's most trusted independent health & wellbeing provider. Our people, and the hard work they do, are the reason why we have Agained that trust.

We are a growing business with a fast-paced working environment,we value our employees ongoing development and with internal training we ensure you have all the resources to build a successful career.

Hard work is recognised and rewarded through the many opportunities and incentives offered, if you have a positive andfocused attitude towards your work then this is the role for you.

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