Call Handler

Are you passionate about helping people and delivering outstanding service? This is a unique opportunity to join a truly service-led organisation, supporting over 90,000 businesses and 13 million individuals across the UK and Ireland. As part of a rapidly expanding group with a £400m turnover, you'll be joining a thriving business with an impressive track record of year-on-year growth and ambitious plans for continued success. As a Call Handler, you'll be at the heart of frontline service, working alongside experienced counselling and legal teams to provide crucial assistance to clients. You'll be the first point of contact, providing reassurance, support, and practical guidance to individuals reaching out. This is a varied role, where no two days are the same. From handling inbound calls and live chats to assisting with service improvement initiatives, you'll play a key role in delivering a professional, high-quality experience to every individual you support. What You'll Be Doing Responding to incoming calls, live chats, and emails, providing empathetic and efficient support Carrying out follow-up calls to offer continued assistance Engaging with individuals experiencing a range of challenges, including sensitive and emotive issues Conducting thorough assessments to determine next steps and ensure clients receive the appropriate support Maintaining accurate, detailed case notes and following internal procedures Supporting the wider team with administrative tasks and service development Actively contributing to improving client experience Participating in ongoing training YOU? A natural communicator with excellent listening skills Enthusiastic, motivated, and eager to learn Ability to work calmly and professionally in a fast-paced environment Experience working in customer service, ideally on inbound phone lines Comfortable dealing with sensitive situations in a non-judgemental way Good IT skills, including familiarity with MS Office What's in it for You 25 days' holiday + bank holidays, with extra days for long service An extra day off for your birthday Private medical insurance after 5 years' service Enhanced pension contributions after 5 and 7 years Profit share scheme Free 24/7 onsite gym Career progression opportunities with full training and professional development Why Join Us? This is a fantastic environment for someone who thrives in a fast-paced role and genuinely cares about making a difference. You'll join a supportive team where training and development are part of the culture, giving you the tools you need to grow your career. If you're driven, empathetic, and ready to join a business that truly values people, we'd love to hear from you. 51376CC INDMANJ The Portfolio Group are acting on behalf of our client in recruiting for this position