Pay: £25,000.00-£30,000.00 per year

Job Description:

Job Description

Job Title

Call Handler / Family Support Contact Adviser

Salary

£25,000 – £30,000 depending on experience and agreed hybrid working arrangement, mainly remote will be considered for the right applicant.

Location

Hybrid/remote

Training will be delivered from Finchley, Nazeing and remotely, you need to be a driver to travel to the client location on occasion.

Once fully trained, the role will be hybrid/remote at the Nazeing office and occasional client location as required.

Hours

37.5 hours per week

Working on a rotating shift pattern between 8:00am and 8:00pm, Monday to Friday.

Example shifts:

• 8:00am – 4:00pm
• 10:00am – 6:00pm
• 12:00pm – 8:00pm

About the Role

Our client are supporting families who require guidance and access to specialist behavioural support and mediation services for children and young people.

As a Call Handler, you will be the first point of contact for parents, carers and professionals contacting the service. Many callers may be experiencing stressful or emotional situations, so empathy, patience and excellent communication skills are essential.

This is not a counselling role. Your responsibility is to professionally guide callers through a structured assessment process, accurately capture information, follow agreed procedures and ensure each caller receives the appropriate next steps.

Comprehensive training will be provided before you begin handling live calls. Training is expected to last approximately four weeks and includes both classroom-based and virtual learning.

Key Responsibilities

• Answer inbound telephone enquiries in a professional, empathetic and confidential manner.
• Follow detailed scripts, assessment questions and call handling procedures.
• Gather accurate information while ensuring callers feel listened to and supported.
• Record detailed case information onto internal systems.
• Escalate safeguarding concerns or urgent situations in accordance with agreed procedures.
• Ensure all information is handled in line with GDPR and confidentiality requirements.
• Maintain accurate records of every interaction.
• Liaise with colleagues and supervisors where additional support or guidance is required.
• Deliver consistently high levels of customer service.
• Participate fully in ongoing coaching, training and quality assurance reviews.
• Attend office locations when required for training, meetings or team activities.

Person Specification

We're looking for people who are calm under pressure, naturally empathetic and able to communicate confidently with people who may be distressed or anxious.

Essential

• Minimum two years' experience within a telephone-based customer service or call handling environment.
• Excellent listening and communication skills.
• Ability to remain calm and professional in emotionally sensitive conversations.
• Strong attention to detail.
• Good keyboard and computer skills.
• Experience accurately recording information onto CRM or case management systems.
• Ability to follow detailed processes and scripts.
• Excellent spoken and written English.
• Able to work rotating shifts.
• Eligible to successfully complete a DBS check.

Desirable

Experience within any of the following would be advantageous:

• Healthcare
• NHS
• Local Authority services
• Social care
• Financial services or credit control
• Housing
• Insurance claims
• Bereavement support
• Complaints handling
• Emergency or helpline environments
• Mental health or wellbeing services
• Customer support involving vulnerable customers

Training

Successful applicants will complete approximately four weeks of comprehensive training.

You will only begin taking live calls once you have successfully completed the training programme.

Benefits

• Hybrid working
• Full structured training programme
• Ongoing coaching and development
• Supportive team environment
• Opportunity to make a genuine difference to families across the UK

Pre-Employment Checks

Employment is subject to:

• Satisfactory DBS clearance
• Right to work in the UK
• Employment references

Application question(s):

• Do you have 2 years continuous call handling experience with 1 employer?
• Are you aware this is a rotating shift pattern, 7.5 hour days, between 8am-8pm?
• Do you have your own transport and are within 1 hours travel of the location?

Work Location: Hybrid remote in Lower Nazeing (Essex)