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Call Handler


Salary Package: Up to £9.74 per hour
Location: Newport, Wales
Consultant: Shinead Welsh
Posted: 14/01/2022


We are seeking Call Handlers with Customer service experience to start as soon as possible.

If you have a passion for delivering customer service excellence, work well in a fast paced environment and a resilient personality you will love this role – full training will be provided and there are good opportunities to progress within the growing organisation. Contract is 6 months ut this can be extended.

Shift timings Full time - 8am-6pm opening hours, 7.5h shifts + 1h break

Job Description
Homeworking until return to Newport Office. Must therefore have home broadband with minimum speed of 5mbps
Working in the fast paced Customer Hub you will be the first point of contact for calls coming from Applicants and Vacancy Managers discussing recruitment campaigns for the Metropolitan Police and Central Government. You will provide information from the internal database such as “How do I book an interview” or “What documents should I upload.” You will also be liaising with specialist recruitment teams to handle more complex resourcing and recruitment casework queries.


  • Answer all incoming/outgoing calls in line with current service level agreements

  • Respond to all emails and internal service requests in line with current service level agreements. Not applicable to Switchboard Services however will be required if moving into another area in the Future

  • Use the internal system to provide an accurate and timely response, or escalate queries where applicable.

  • Be customer focused at all times ensuring that excellent customer service is provided on all calls.

  • Highlight any improvement opportunities

  • Be a part of process and service improvements whether through suggestion or implementation.

  • Work as part of a strong team to deliver results during peak times where calls are peaking. Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.

  • Flexibility with shift patterns which range from 0700 starts to 2000 finishes. Core hours are between 0800 – 1800, Monday to Friday however we run the service 365 days a year so you may be requested to work weekends, bank holidays or evening shifts until 8pm on weekdays. This will always be done on a preference system where possible and appropriate notice of shift changes would be given.

  • Work with honesty and integrity.

Skills & Qualifications
Skills, knowledge & experience:

  • Customer service experience

  • Computer literacy & keyboard skills

  • Contact Centre environment

If you feel this role is perfect for you then press apply now!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.