Customer Service Representative (PA)

Who Are We? Founded in 2010, Orca Business Support has grown to become one of the UK’s leading providers of virtual receptionist, PA, and outsourced communication services. At the heart of everything we do is a genuine commitment to outstanding customer service. We pride ourselves on delivering a professional, reassuring experience for every caller and providing accurate, timely, and value-adding messages for our clients. Due to continued success and sustained growth, we’re now looking to strengthen our team with additional Call Handlers (Virtual Personal Assistants). The Role As a Call Handler (Virtual Personal Assistant), you’ll be responsible for answering a high volume of inbound calls on behalf of multiple clients across a range of sectors. You’ll take clear, accurate messages and ensure they’re passed on efficiently and with the appropriate level of urgency. Above all, the quality of the caller experience and the messages we deliver is paramount. This role suits someone who is calm under pressure, highly organised, and confident dealing with people from all walks of life. Skills & Experience We’re looking for someone who can hit the ground running, ideally with: * Previous call centre experience handling a high volume of calls * Excellent customer service and communication skills * Strong administration and attention to detail * Good IT skills, with confidence using a PC (knowledge of Word, Excel, and Outlook is advantageous) * The ability to remain calm, professional, and focused under pressure What You’ll Get in Return * Pension scheme * Paid Birthday off * Free eye tests * Access to our Employee Assistance Programme (EAP) * Monthly fundraising and team engagement activities * A supportive, friendly, and people-focused working environment Shifts & Working Pattern * 7.5 hours per day * 5 days per week, including weekends * Shifts worked between 8am and 8pm We operate on a two-week rota, designed around call demand. Wherever possible, we do our best to consider individual preferences for days or shift patterns—so if you have specific availability, let us know and we’ll try to accommodate it. Important – Equipment Requirement This is a remote role, and applicants must have their own equipment to be considered: * Laptop or PC * Headset * Reliable internet connection No Chromebooks – unfortunately, these are not powerful enough to run our CRM and phone systems