Portfolio

Job Description

  • Job Reference:P96444LS_1655743097

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: Leicestershire

  • Job Title: Call Handler

  • Job Salary: £20000 - £21000 Per Annum

Posted On: 20th June 2022

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 13 million lives, in their search to add an Call Handler to their team. Our client offer the most comprehensive employee assistance programme 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 sector, to business partners, individual users, employees and their family members.

Job Overview

The successful candidate will be on the front line of the Employee Assistance Programme (EAP) working alongside the counselling and legal teams. They will be required to be available at all times to 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 to continually improve the service, assisting with office duties and striving to ensure that every call into the service is a positive one.

Day To Day Responsibilities:

* 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 departmental 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

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

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

Employee Benefits

* 25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years service)
* Birthday Off/Mental Health Day
* Profit Share Scheme
* Perkbox (staff discount scheme)
* Christmas bonus after 3 years of service
* Contributory Pension Scheme
* Fab Fridays- dress down & free treats
* Allied Pride Network
* Social events throughout the year
* Free breakfast on Mondays
* Fresh fruit delivered to the office each week
* Free annual flu vaccine
* Private health insurance after 5 years service
* Life Insurance
* Discounted eye test
* Discounted glasses/contact lenses prescription

P96444LS

INDPENO

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