Call Handler

JOB DESCRIPTION 

• Role: Call Handler  
• Salary: £23,400 pro rata (£12,480 per annum) 
• Hours: 20 Hours Worked flexible across the week Monday to Friday.  The hours could increase over time 
• Location: Remote 

Main Purpose:

Our Building Heroes Property Services operatives are fully vetted ex-military servicemen and women who have completed an intensive training course in a number of trades that are in high demand from homeowners, tenants and property managers.

Building Heroes Property Services operatives have forged their way to a successful second career and have the skills and personal attributes that can trusted to come local tradesmen. All operatives are highly skilled in their craft, their background and experience mean that timekeeping, attention to detail and precision working is also guaranteed. 

We are now looking for an experienced Call Handler to join our team.  

Responsibilities:

• Answer customer calls and responding to their emails or chats, recording customer interactions
• Provide customers with product or service information,
• Handle customer complaints or issues.
• Document all call information according to standard procedures.
• Process orders, forms, and requests from customers.
• Meet personal/team sales targets and call handling quotas
• Handle changes in policies or renewals
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Identify and escalating issues to supervisors as needed.
• Follow up on customer inquiries not immediately resolved
• Identify and recommending potential products or services to management by collecting customer information and analysing customer needs 
• Recruit new operatives in your areas and maintaining good working relationships with them 

Experience and Skills Required:

• Previous experience in a customer service role
• The post holder should have a solid understanding of different administrative and reporting systems with strong writing skills 
• Good solid verbal communications skills needed to handle incoming and out-going calls from clients and tradesmen Retains excellent interpersonal skills with a confident and friendly telephone manner   Familiarity with CRM systems
• Excellent IT skills and an eye for detail is essential for this role, as you will be maintaining several databases and computer systems   
• Methodical, highly organised, attention to detail and thorough approach to work, good time management skills, with the ability to stay calm under pressure   
• Ability to follow policies and understand technical products and services
• Ability to diffuse conflict and resolve complaints

• Good problem-solving skills
• English and Maths (GSCE L4 or equivalent) 

If you are interested in this job role, please submit your CV to:

Danielle Sutherland

Email: danielles@buildingheroes.org.uk

Operations Supervisor 

Building Heroes Property Services