Emergency Call Handler

Job Opportunity: Call Handler Emergency Plumbing & Electrician Agency

Are you a proactive and customer-focused professional looking to join a dynamic team in a fast-paced environment?

We are an established emergency plumbing and electrician agency seeking a skilled Call Handler to manage our customer interactions, bookings, and administrative processes, while also leading and supporting our team.

Role Overview:

In this key position, you’ll be the first point of contact for incoming customer calls, handling all aspects of job bookings, administrative support, and staff management. You will work closely with our engineers, ensuring jobs are allocated efficiently, payments are processed, and customer issues are resolved to high standards. Initially, this role is office-based to allow for in-depth training and team integration, with flexibility to transition to remote work as confidence and performance grow.

Key Responsibilities:

1. Customer Service: Answer and manage incoming calls with a professional and empathetic approach, booking leads and noting essential details.
2. Job Allocation: Assign jobs to available engineers based on their schedules, ensuring timely responses for emergency services.
3. Administration: Maintain and update shared spreadsheets, track job progress, and verify that completed jobs are confirmed with clients.
4. Payment Processing: Send payment links, share bank details, and handle payments once jobs are completed. Follow up on unpaid invoices.
5. Customer Resolution: Effectively manage customer complaints, offering clear communication and solutions to provide an excellent customer experience.
6. Team Management: Support the team and assist with recruiting efforts, managing schedules, and offering guidance as needed.
7. Process Improvement: Identify opportunities for streamlining and improving the workflow to enhance customer satisfaction and team productivity.

What We’re Looking For:

1. Experience in a Customer-Facing Role: Previous experience in call handling, customer service, or office management is a plus.
2. Organized and Detail-Oriented: You’re skilled at managing multiple priorities, maintaining accurate records, and staying organized under pressure.
3. Excellent Communication Skills: A strong communicator who can handle calls professionally, resolve issues, and manage internal team communication effectively.
4. Proactive and Team-Driven: Able to work both independently and as part of a team, with a willingness to go above and beyond to meet customer and company needs.
5. Growth-Oriented: Excited to grow within the role, develop new skills, and contribute positively to our team and business.

Perks & Incentives: We believe in rewarding hard work and dedication! Here’s what you can expect:

1. Match Tickets: Complimentary tickets to Newcastle United football matches.
2. Private Boat Cruises on the Tyne: Experience team bonding and relaxation on our private boat.
3. Modern Office Space: Work in our fully serviced, newly renovated office with top amenities.

If you’re ready to make a real impact and bring your organizational and customer service skills to a growing team, we’d love to hear from you!

To Apply: Please send your CV and a brief cover letter detailing your experience and why you’d be a great fit for this role.

Job Type: Full-time

Pay: From £23,800.00 per year

Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Canteen
• Company events
• Transport links

Schedule:

• 8 hour shift
• Day shift
• Flexitime
• Monday to Friday

Work Location: In person