Job Specification – Call Handler
Job Title
Call Handler based in Weybridge, Surrey
Role Purpose
Our client delivers high-quality, affordable optical and hearing care including home visits.
As a Call Handler, you play a vital role in delivering exceptional customer service by managing enquiries, coordinating appointments, maintaining accurate records, and supporting operational teams. This is a key position within a busy, customer-focused environment, requiring excellent communication, organisational, and problem-solving skills. The successful candidate will provide a professional, empathetic service while ensuring a seamless customer journey.
Key Responsibilities
- Act as a professional ambassador for the business, delivering outstanding customer service.
- Handle a high volume of inbound and outbound telephone calls.
- Respond to customer email enquiries within agreed service level agreements (SLAs).
- Schedule and coordinate customer appointments.
- Create, update, and maintain accurate customer records.
- Resolve customer queries and complaints, escalating where appropriate.
- Develop a thorough understanding of the organisation's products and services.
- Meet or exceed individual and team Key Performance Indicators (KPIs).
- Work collaboratively with colleagues and operational teams to achieve shared objectives.
- Complete administrative processes accurately, including relevant notifications and documentation.
- Ensure compliance with company policies, confidentiality requirements, and data protection legislation.
Person Specification
Essential Skills and Experience
- Excellent customer service and communication skills.
- Strong organisational and time management abilities.
- Confident using a range of IT systems, including Microsoft Office 365.
- Excellent attention to detail and accuracy.
- Ability to work effectively in a fast-paced environment.
- A compassionate and empathetic approach when supporting customers, their families, and carers.
- Ability to work independently and as part of a team.
Desirable Skills and Experience
- Previous experience in a call centre or customer service environment.
- Experience using Customer Relationship Management (CRM) systems.
- Experience coordinating appointments or managing diaries.
- Previous experience within a healthcare, domiciliary, or customer-focused environment.
- Experience supporting local marketing or social media activities.
Personal Attributes
- Friendly, approachable, and professional.
- Excellent listening and interpersonal skills.
- Calm under pressure with strong problem-solving abilities.
- Reliable, adaptable, and flexible.
- Positive attitude with a commitment to delivering exceptional customer service.
- Motivated to achieve targets while maintaining high standards of quality.
Working Relationships
The Call Handler will work closely with:
- Operational and field-based teams
- Management
- Administrative colleagues
- Customers, their families, and carers
What We Offer
- A supportive and collaborative working environment.
- Ongoing training and development opportunities.
- The opportunity to make a positive difference to customers through excellent service.
- A varied and rewarding role within a growing customer-focused organisation.