Call Handler / Customer Service Advisor - Job Specification
Role Purpose
To act as the first point of contact for customers and members of the public, providing a professional, efficient and customer-focused service. The role involves managing inbound and outbound calls, logging requests accurately, resolving queries, and ensuring issues are directed to the correct teams for action.
Key Responsibilities
1. Handle a high volume of incoming phone calls, responding to customer enquiries, service requests, and complaints in a calm, professional manner.
2. Log and update customer information accurately in digital platforms, CRM systems or case-management software.
3. Assess and prioritise calls, ensuring urgent issues are escalated appropriately to internal operational teams.
4. Provide clear and accurate information regarding services, processes, and next steps.
5. Manage public-facing complaints by gathering detailed information, offering reassurance, and ensuring timely follow-up.
6.