Inbound Call Handler

Venesky-Brown’s client, a public sector organisation in Edinburgh, is currently looking to recruit an Inbound call handler for as soon as possible for an initial 3-month contract with potential to extend on a rate of £12.26/hour PAYE. The working hours are 37 hours per week. This role will be hybrid based with working from home and onsite 1 day per fortnight.   
This role is based on a shift rota basis Monday to Friday – 8.30am- 4.30 pm and, 9am – 5pm.  
Responsibilities:
- Adding correspondence to MiCase (correspondence handling system), in line with targets agreed with the line manager. 
- Process hardmail correspondence in line with regulations and ensure timely processing of the hardmail to the correct business area. 
- Manage and respond to calls received into the CEU from the general public, routing queries to the relevant business area within the Scottish Government where required; providing advice over the phone or directing the caller to the published information source if it is available. 
- Deal with difficult callers in a professional, helpful but detached manner following the guidance for handling such calls, escalating particularly contentious callers as required. 
If you would like to hear more about this opportunity, please get in touch. 
 Indeedpublicsector