The Role
We're looking for a compassionate and confident Call Handler to join our busy Information Team. You'll be the first point of contact for callers, offering support, reassurance, and clear next steps. The role involves handling calls, emails, and live chats, recording information accurately, and ensuring every client has a positive experience.
What You'll Do
Answer incoming calls and provide professional, empathetic support
Make follow-up calls where needed
Respond to emails and live chat enquiries
Speak with people about sensitive or emotive issues
Maintain accurate and detailed records
Work closely with colleagues in the counselling and legal teams
Manage your time effectively and meet service levels
Shift Pattern
This is a full-time, office-based role in Manchester with the following fixed working pattern:
Sunday: OFF
Monday: OFF
Tuesday: 09:00 - 17:00
Wednesday: 09:00 - 17:00
Thursday: 09:00 - 17:00
Friday: 08:00 - 16:00
Saturday: 13:00 - 21:00
Applicants must be comfortable with this schedule.
What We're Looking For
Excellent communication and listening skills
A calm, friendly, and professional approach
Resilience when handling difficult conversations
Confident using IT and telephone systems
Strong organisational skills and the ability to meet deadlines
Previous experience in customer service or call handling (desirable)
Benefits
25 days' holiday + bank holidays (increasing with service)
Birthday day off
Profit share scheme and seasonal bonuses
Pension and life insurance (enhanced with service)
Health cash plan and private medical insurance (after 5 years)
Free onsite 24/7 gym
Cycle to Work and season ticket loan schemes
Regular social events, including monthly "Fab Friday" gatherings
Why Apply?
This is a great opportunity if you enjoy helping people, want to be part of a supportive and friendly team, and are looking for career development in a fast-paced environment. Comprehensive training and excellent benefits are included.
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