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 (in...