Call Handler

+ Desirable attributes

• Excellent interpersonal skills
• Problem solving skills
• Excellent verbal and listening communications skills
• Effective organisational skills
• Effective written communication skills
• High levels of accuracy and confidentiality
• Effective customer service skills
• Proficient computer skills, including familiarity with CRM systems and basic MS Office applications.

+ Success Measures

• By ensuring correct procedures and processes are followed as set out in the ISO 9001:2015 Quality Management System Manual.
• Compliance with KPI’s around call answering times, calls made and other telephony statistics.
• Full days of pre-arranged appointments being planned for our field based staff.
• Complete tenant satisfaction with the businesses planning process.
• Remaining calm, patient, and empathetic while handling challenging or stressful situations.

Achieved through

• Pro-active and timely problem solving.
• Developing self to meet the needs of the job and clients.
• Promoting & maintaining high quality standards of work.

+ Communication

• Daily responses to emails, text messages and telephone calls
• Yearly appraisal review meetings.
• Roles and responsibilities
• To make/receive telephone calls to/from social housing customers in large volume using a professional and courteous manner
• To communicate effectively with social housing customers via a text/email solution used by the business
• Record customer details, appointment information, comments, and other relevant information accurately into a computer system or CRM database.
• Follow established call handling scripts, procedures, and guidelines to ensure consistency and adherence to quality standards.
• Monitoring of own and generic mailboxes used by the business
• Preparation and administration of other appointment methods including monitoring and updating relevant centralised systems
• Handle customer complaints and concerns by empathizing, troubleshooting, and escalating issues to the appropriate department/person when required.
• Maintain a broad knowledge of products, services, and procedures to answer enquiries accurately and efficiently.
• Any other reasonable duty assigned

This job description only contains the main duties relating to this post and does not describe in detail all the duties required to carry them out, and there will be an expectation that the post holder will carry out other duties that reasonably fall within the general nature of the level of responsibility of the post. The responsibilities contained within this job description are subject to annual review and may need to be adjusted in line with service developments.