About

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 supportMake follow-up calls where neededRespond to emails and live chat enquiriesSpeak with people about sensitive or emotive issuesMaintain accurate and detailed recordsWork closely with colleagues in the counselling and legal teamsManage 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: OFFMonday: OFFTuesday: 09:00 - 17:00Wednesday: 09:00 - 17:00Thursday: 09:00 - 17:00Friday: 08:00 - 16:00Saturday: 13:00 - 21:00 Applicants must be comfortable with this schedule. What We're Looking For Excellent communication and listening skillsA calm, friendly, and professional approachResilience when handling difficult conversationsConfident using IT and telephone systemsStrong organisational skills and the ability to meet deadlinesPrevious experience in customer service or call handling (desirable) Benefits 25 days' holiday + bank holidays (increasing with service)Birthday day offProfit share scheme and seasonal bonusesPension and life insurance (enhanced with service)Health cash plan and private medical insurance (after 5 years)Free onsite 24/7