Call Handler

  • Job Reference: JO-1912-7921
  • Date Posted: 13 January 2020
  • Recruiter: Blue Arrow
  • Location: Edinburgh
  • Salary: £10.12 Per Hour
  • Sector: Call Centre / Customer Service
  • Job Type: Temporary

Job Description

Become a Call Handler for this well known banking brand and enjoy a varied role responding to a range customer telephone queries alongside carrying out support tasks for customers and colleagues.

You will receive excellent in-house training and personal support to ensure you have all the knowledge you need to provide an outstanding customer support service for both digital and telephone enquiries. You will be working in a small team of 8-10 colleagues, reporting to and supported by the Team Manager.

Your place of work will be in the EH16 area of Edinburgh. The location is supported by great transport links so getting to work is easy via public transport and an onsite car park is ideal for those who drive. The workplace benefits from an onsite canteen featuring a Starbucks and communal breakout areas for all staff to use.

This role is a perfect fit for you if you are a natural people person who is great at talking, enjoys helping and generally likes to make a difference to someone's day. Your natural people skills along with confidence in your own judgement is more important in this role than formal qualifications, so if you already have good computer skills, and an excellent telephone manner then you're a great fit for this position.

A strong background in customer service, telephone support or call handling is advantageous but if you have any experience in helping customers whether it is face-to-face or over the phone in any capacity then you have the potential to become an exceptional Call Handler.

This job provides Saturday morning shifts working 9am - 1pm but there are plenty of other weekday shifts up for grabs too so if you have other availability then do let us know and we can find the best shift pattern for you. Career progression prospects are high with this employer, they have been supporting customers, colleagues, communities and businesses in the UK for over 320 years and are renowned for taking high performing staff on into permanent roles. 

The recruitment process will be conducted through a welcome workshop. It is important that customers know that the people handling calls, enquiries and account administration duties can be trusted with sensitive and personal data and so candidates must have a clear credit and criminal record.

Role Responsibilities

Complete telephony, digital and admin-based tasks to service banking customer and colleague queries. 

Take ownership of problems, solving them at the first point of contact and escalate when required. 

Build long lasting professional relationships with peers.

Handle customer data ethically and in accordance with the FSA requirements. 

Contribute to the continuous improvement of the banking group.

Demonstrate consistently the banking groups values and behaviours.  

Take ownership of personal development and training.

Support the wider team to ensure that performance standards and business objectives are met. 

Personally, contribute to an environment where colleagues want to work and where customers feel valued. 

Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved.

Contribute to the completion of the team's workload and where required verify and check the work of other colleagues.

 General Skills

Excellent communication - oral and written. 

Embrace 'in the moment' coaching to develop your skills and knowledge. 

Continuous improvement mind set.

Take ownership of customer requests.

Maintain operational accuracy.

Ability to make good decisions for customers using sound judgement.

A keenness to develop a deeper level of expertise in all areas of the banking brands end to end goals. 

Adaptable to change and willing to embrace new ideas. 

Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.

Positive and approachable manner.

Motivated team player.

Previous customer service, call handling or telephone support experience.

Clear credit history & clear criminal record. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.