INBOUND CALL HANDLER

Epsom | £19,788pa DOE | Permanent

The Candidate would need to be good at working under pressure and have a confident telephone manner. You will be required to effectively assess calls and escalate them to the individual’s procedures, or to the emergency services where appropriate.

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The Role:

• Maintain an excellent knowledge of, and adherence to, the company’s operational procedures.

• Verify alarms to ensure that, where possible, only genuine emergencies are passed to the emergency services.

• Decide on appropriate response action.

• Communicate comprehensive and correct information to the agency best equipped to deal with it.

• Bring an incident to a satisfactory conclusion and produce a written report.

• Provide feedback and suggestions on improving the service.

• Compile and write post-incident reports.

Requirements:

• Calm, methodical and dependable.

• Level headed and courteous.

• Able to take own initiative.

• Computer and systems literate.

• Efficient and detailed.

• Communicate effectively, easily and with confidence over the telephone with users, customers and emergency services.

• Inspire confidence in others over the telephone.

• Effective handling of a wide variety of emergency situations.

• Take responsibility for managing an emergency incident.​

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Benefits:

• 23 days holiday.

• £19,788pa starting salary, with yearly increase up to £22,000pa subject to satisfactory appraisals.

• Discretionary bonuses.

• Pension Scheme.

• Share award scheme.

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37.5 hours per week, hours varying between 7am and 7pm.